Book ChapterDOI
How to Enable Multiple Skill Learning in a SLA Constrained Service System
Sumit Kalra,Shivali Agarwal,Gargi B. Dasgupta +2 more
- pp 260-274
TLDR
A model for on-job training which extends the business process for IT service delivery and provides insights into what kind of planning and dispatch policies should be practiced for achieving the desired goals of multi-skill learning and SLA success.Abstract:
In a knowledge based service system like IT services, the requirements of skills to service customer requests keep changing with time. The service workers are expected to learn the required skills very quickly and become productive. Due to high attrition rate and demand, service workers are given basic class room training and then rest of the training is carried out on-job. When a service worker learns multiple skills simultaneously, learning slows down due to factors like forgetting and interference. At the same time, the organization needs to meet service level agreements (SLA). We have developed a model for on-job training which extends the business process for IT service delivery. The key idea is to model learning, forgetting and interference in service time estimation to get realistic service times. Accurate estimation of service time taken by a service worker to resolve the service tickets helps in resource allocation and planning decisions for achieving the desired objectives of upskilling and SLA success. The simulation of execution of the augmented business process provides insights into what kind of planning and dispatch policies should be practiced for achieving the desired goals of multi-skill learning and SLA success.read more
References
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Journal ArticleDOI
A model for interference and forgetting
TL;DR: In this article, a new model for interference and forgetting is presented based on the Raaijmakers and Shiffrin search of associative memory (SAM) theory for retrieval from long-term memory.
Journal ArticleDOI
Organizational Learning and Personnel Turnover
TL;DR: In this article, the impact of personnel turnover on an organization's ability to learn, and hence on its ultimate performance, is explored for organizations with different structures and different tasks, where a model of organizational decision making is presented where: 1 the organization is faced with a continuous sequence of similar but not identical problems; each problem is so complex that no one person has access to all of the information nor the skill to comprehend all of information necessary to make the decision.
Journal ArticleDOI
Job Matching and On-the-Job Training
TL;DR: In this paper, the matching process constitutes a key feature of the on-the-job training model presented in this article and tested with a unique data set containing extensive information concerning on the job training, employer search, wages and wage and productivity growth.
Journal ArticleDOI
Production breaks and the learning curve: The forgetting phenomenon
Mohamad Y. Jaber,Maurice Bonney +1 more
TL;DR: In this paper, the forgetting slope is shown to be mathematically dependent on the following factors: 1) the learning slope, 2) the quantity produced to date, and 3) the minimum break at which total forgetting occurs.
Proceedings ArticleDOI
Reinforcement learning from simultaneous human and MDP reward
W. Bradley Knox,Peter Stone +1 more
TL;DR: A novel algorithm is introduced that shares the same spirit as tamer+rl but learns simultaneously from both reward sources, enabling the human feedback to come at any time during the reinforcement learning process.