1. Introduction 2
2. Operations Management 3
3. Virgin Media 4
3.1. Customer Service – Work-force Scheduling --- Introduction to the problem 7
3.2. Process Map and Explanation 8
4. Relevant Operations Theory 12
4.1. Forecasting 12
4.2. Scheduling 14
4.3. Total Quality Management (TQM) 15
5. Relating Theory and Practice – The Case of Virgin Media 16
5.1. Forecasting 16
5.2. Scheduling 17.....
