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Modeling and Optimization of Complex Service Delivery Systems

Modeling and Optimization of Complex Service Delivery Systems

Yixin Diao, Aliza Heching
Copyright: © 2015 |Pages: 20
ISBN13: 9781466684966|ISBN10: 1466684968|EISBN13: 9781466684973
DOI: 10.4018/978-1-4666-8496-6.ch002
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MLA

Diao, Yixin, and Aliza Heching. "Modeling and Optimization of Complex Service Delivery Systems." Maximizing Management Performance and Quality with Service Analytics, edited by Yixin Diao and Daniela Rosu, IGI Global, 2015, pp. 33-52. https://doi.org/10.4018/978-1-4666-8496-6.ch002

APA

Diao, Y. & Heching, A. (2015). Modeling and Optimization of Complex Service Delivery Systems. In Y. Diao & D. Rosu (Eds.), Maximizing Management Performance and Quality with Service Analytics (pp. 33-52). IGI Global. https://doi.org/10.4018/978-1-4666-8496-6.ch002

Chicago

Diao, Yixin, and Aliza Heching. "Modeling and Optimization of Complex Service Delivery Systems." In Maximizing Management Performance and Quality with Service Analytics, edited by Yixin Diao and Daniela Rosu, 33-52. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8496-6.ch002

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Abstract

The services delivery business is highly dynamic and highly competitive, with thin profit margins. Strict service quality targets coupled with highly variable service request arrival patterns and ever increasing cost containment targets make it challenging for a service delivery provider to deliver consistent quality and remain profitable. In this chapter we present a modeling and optimization framework that provides a solution to this challenge. A discrete event simulation model is used as a proxy for the real world service delivery environment, containing the interaction among dynamic customer workload and strict service level constraints. Afterwards, an optimization model provides recommended staffing levels while considering the skills required to respond to different types of service requests, and the shift schedules that the service agents must follow. We demonstrate the applicability of the modeling and optimization framework in a large IT services delivery environment.

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