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Connect Time Limits and Performance Measures in a Dial-up Modem Pool System

Connect Time Limits and Performance Measures in a Dial-up Modem Pool System

Paul F. Schikora, Michael R. Godfrey, Brian D. Neureuther
Copyright: © 2012 |Pages: 21
ISBN13: 9781466600447|ISBN10: 1466600446|EISBN13: 9781466600454
DOI: 10.4018/978-1-4666-0044-7.ch003
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MLA

Schikora, Paul F., et al. "Connect Time Limits and Performance Measures in a Dial-up Modem Pool System." Advancing the Service Sector with Evolving Technologies: Techniques and Principles, edited by John Wang, IGI Global, 2012, pp. 25-45. https://doi.org/10.4018/978-1-4666-0044-7.ch003

APA

Schikora, P. F., Godfrey, M. R., & Neureuther, B. D. (2012). Connect Time Limits and Performance Measures in a Dial-up Modem Pool System. In J. Wang (Ed.), Advancing the Service Sector with Evolving Technologies: Techniques and Principles (pp. 25-45). IGI Global. https://doi.org/10.4018/978-1-4666-0044-7.ch003

Chicago

Schikora, Paul F., Michael R. Godfrey, and Brian D. Neureuther. "Connect Time Limits and Performance Measures in a Dial-up Modem Pool System." In Advancing the Service Sector with Evolving Technologies: Techniques and Principles, edited by John Wang, 25-45. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0044-7.ch003

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Abstract

Managing customer service is critical for both nonprofit and for-profit dial-up modem Internet service providers. When system operators face excess demand, they can either add capacity or adapt their management techniques to deal with their limited resources—this article considers the latter. We examine system configuration options and the resultant effects on customer service levels in a simulated dial-up modem pool operation. Specifically, we look at a single pool operation and examine the effects of imposing time limits in a seriously overloaded system. We analyze the results on several key customer service measures. The results show that imposing these limits will have a distinct, nonlinear impact on these measures. Customer productivity and actual system load are shown to have major impacts on the performance measures. Interactions between several system and environmental parameters are also discussed.

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