Showing papers on "Service level objective published in 1976"

Customer Service: Differentiating By Market Segment

Abstract: Most companies establish customer service policies which are then uniformly applied to all customers with the possible exception of providing superior service to the few largest customers. In this article the service provided by the major suppliers in the scientific instrument and supplies industry in Australia is examined. This is contrasted to the service requirements of their customers in toto and by segment. Considerable differences were found between the service provided and the service required. Also service requirements differed significantly between customer segments. Competitive advantage can be obtained by the supplier providing differential service levels by customer segment.

Transit service evaluation: preliminary identification of variables characterizing level of service

Abstract: This paper is an introduction to transit service evaluation and its application to medium-sized bus transit systems. The concept of transit evaluation through the measurement of level of service is discussed in terms of usefulness, past work theory, and the presentation of a set of characteristic attributes. The need for performance evaluation, since transit is a public service that does not operate under the profit incentive, is presented. Its usefulness for management, governmental policy formulation, and determination of subsidy levels is discussed. The state of the art and practice, including the Pennsylvania Department of Transportation system, is reviewed. A methodology of transportation system evaluation developed by the Rand Corporation is summarized for its potential application to transit service. A preliminary list of service attributes, with the method of measurement identified, is given. It is concluded that transit service can be quantified and evaluated but that considerable effort is necessary to achieve a comprehensive and equitable system. /Author/

Service levels: a concept for the user and the computer center

Abstract: Service levels represent an important concept that can be applied toward the solution of difficult problems surrounding communications between users and providers of data processing services. In this paper, this concept is described in terms of the architecture, which defines the scope and structure of service information. The paper further translates the architecture into data processing terminology by presenting the data-base structure and data elements related to service levels. The paper also addresses the post-processing of the data base, a step essential to properly communicating service-level information.

Measuring service delivered by transportation terminals

Abstract: A procedure for deriving an index of the adequacy of a design to provide a particular service is introduced and applied to the evaluation of passenger transportation terminal designs. The concept of the service rendered by a transportation terminal or facility is defined as the rendering of assistance to the users of the facility to safisfy their needs and purposes. The index presented here takes account of all the movements of a passenger from the moment of arrival at the terminal to his departure. All of the design features and impacts on service flow and organization are reflected in the index. The index combines all these occurrences in a logically and intuitively satisfactory way that may be tested against user valuations and refined until index and valuations consistently agree. The determination of the ratio of number active and number helped, and the calculation of the index of service is detailed.