Service-Delivery Modeling and Optimization
| Autor: | Yixin Diao, David M. Northcutt, Aliza Heching, Rodney B. Wallace |
|---|---|
| Rok vydání: | 2015 |
| Předmět: |
Service (business)
Service system Engineering Operations research business.industry Service delivery framework Strategy and Management Staffing Management Science and Operations Research Cost savings Skill sets Management of Technology and Innovation Service level Scalability Operations management business |
| Zdroj: | Interfaces. 45:243-259 |
| ISSN: | 1526-551X 0092-2102 |
| DOI: | 10.1287/inte.2014.0783 |
| Popis: | Service-delivery modeling and optimization is a complex problem involving multiple service levels, skill sets, request classes, and service times. In this paper, we describe a comprehensive and scalable end-to-end analytical methodology that we developed and implemented at a global information technology service delivery provider. This methodology provides predictive insight and prescriptive solutions to the problem of staffing service-delivery units in this complex environment. Our solution has been deployed globally at more than 640 service-delivery units and has yielded more than $52 million in cost savings and cost avoidance to date. |
| Databáze: | OpenAIRE |
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