Information processing models generating lognormally distributed reaction times
Journal of Mathematical Psychology
New advances for wedding optimization and simulation
Proceedings of the 31st conference on Winter simulation: Simulation---a bridge to the future - Volume 1
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
A simulation based scheduling model for call centers with uncertain arrival rates
Proceedings of the 40th Conference on Winter Simulation
Staffing Multiskill Call Centers via Linear Programming and Simulation
Management Science
Proceedings of the Winter Simulation Conference
Effort instrumentation and management in service delivery environments
Proceedings of the 8th International Conference on Network and Service Management
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Enterprises and IT service providers are increasingly challenged with improving the quality of service while reducing the cost of service delivery. Effectively balancing dynamic customer workload, strict service level constraints, and diverse service personnel skills challenges the most experienced management teams. In this paper we describe a modeling framework for analyzing complex service delivery systems. The interaction among various key factors are included in the model to allow decision-making around staffing skill levels, scheduling, and service level constraints in system design. We demonstrate the applicability of the proposed approach in a large IT services delivery environment.