Service system fundamentals: work system, value chain, and life cycle
IBM Systems Journal
A Formal Model of Service Delivery
SCC '08 Proceedings of the 2008 IEEE International Conference on Services Computing - Volume 2
Proceedings of the 40th Conference on Winter Simulation
A simulation based scheduling model for call centers with uncertain arrival rates
Proceedings of the 40th Conference on Winter Simulation
Scheduling Algorithms
Call-Center Labor Cross-Training: It's a Small World After All
Management Science
Effective decision support systems for workforce deployment
IBM Journal of Research and Development
Comparison of call center models
Winter Simulation Conference
Automated Optimal Dispatching of Service Requests
SRII '11 Proceedings of the 2011 Annual SRII Global Conference
Simulation of a stochastic model for a service system
Proceedings of the Winter Simulation Conference
Stochastic optimization for adaptive labor staffing in service systems
ICSOC'11 Proceedings of the 9th international conference on Service-Oriented Computing
A method for assessing influence relationships among KPIs of service systems
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
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A service system is an organization of the resources and processes, which interacts with the customer and produces service outcomes. Since a majority of the service systems are labor-intensive, the main resources are the service workers. Designing such service systems is nontrivial due to a large number of parameters and variations, but crucial for business decisions such as labor staffing. The most important design point of a service system is how and when service requests are assigned to service workers a.k.a. dispatching policy. This paper presents a framework for evaluation of dispatching policies in service systems. A discrete event simulation model of a service system in the data-center management domain is presented. We evaluate four dispatching policies on five real-life service systems. We observe that the simulation-based approach incorporates intricacies of service systems and allows comparative analysis of dispatching policies leading to more accurate decisions on labor staffing.