Service-Delivery Modeling and Optimization

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 techn...

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Published in:Interfaces (Providence) 2015-05, Vol.45 (3), p.243-259
Main Authors: Diao, Yixin, Heching, Aliza, Northcutt, David, Wallace, Rodney
Format: Article
Language:English
Subjects:
Cost control
Cost reduction
Costs
Customer services
Information technology
Mathematical problems
Methodology
Methods
Operations research
optimization
Optimization techniques
Optimization theory
Public relations
Savings
Service industry
service system
simulation model
Studies
Systems management
Workforce planning
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creator Diao, Yixin
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Northcutt, David
Wallace, Rodney
description 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.
doi_str_mv 10.1287/inte.2014.0783
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subjects Cost control
Cost reduction
Costs
Customer services
Information technology
Mathematical problems
Methodology
Methods
Operations research
optimization
Optimization techniques
Optimization theory
Public relations
Savings
Service industry
service system
simulation model
Studies
Systems management
Workforce planning
title Service-Delivery Modeling and Optimization
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