Showing papers on "Service level objective published in 1981"
TL;DR: This paper reviews the underlying theory of the customer contact approach to services and suggests specific ways in which this approach can be applied to a wide range of service systems.
Abstract: This paper reviews the underlying theory of the customer contact approach to services and suggests specific ways in which this approach can be applied to a wide range of service systems The approach holds that the potential efficiency of a service system is a function of the degree of customer contact entailed in the creation of the service product Based upon this conceptualization, a number of propositions about high contact systems are identified and some simple heuristics for service system design and operation are proposed Other approaches to operations management in services are reviewed and suggestions for further development of the contact approach are offered
618 citations
TL;DR: This paper develops and tests through the use of simulation a heuristic for determining what level of service the customer receives given any combination of DC and RDC service levels, where service is defined as the fraction of demand met from on-hand inventory at the location where the order is placed.
Abstract: This paper deals with a multi-echelon inventory system consisting of one central Distribution Center DC which is the source of supply for any number of Regional Distribution Centers RDC's which are the source of supply for customer demand. It develops and tests through the use of simulation a heuristic for determining what level of service the customer receives given any combination of DC and RDC service levels, where service is defined as the fraction of demand met from on-hand inventory at the location where the order is placed. A number of different combinations of DC and RDC service level will achieve any given level of customer service. The criterion used to identify the best combination is the minimization of the average level of total system inventory.
38 citations
TL;DR: In this paper, the effectiveness of field services provided for the maintenance of crucial equipment is shown to have a significant impact on market share and identification of the service level required by customers is essential.
Abstract: The effectiveness of field services provided for the maintenance of crucial equipment is shown to have a significant impact on market share. Identification of the service level required by customers is essential. Programmes are described for the design of optimal services and for the optimisation of service levels by way of an investment evaluation procedure.
8 citations
11 Oct 1981
TL;DR: Parts of a study of the characteristics of a university computer service, the “amateur programmer” users of that service, and of the nature of the interaction that exists between them are reported, to develop both an understanding of these and a tool that could be used to evaluate the effectiveness of the service provided by any computing service organisation.
Abstract: This paper reports aspects of a study of the characteristics of a university computer service, the “amateur programmer” users of that service, and of the nature of the interaction that exists between them.The aim was to develop both an understanding of these and a tool that could be used to evaluate the effectiveness of the service provided by any computing service organisation. The criteria used for evaluation were based on two premises: one, that the effectiveness of a computing service is reflected in the degree of satisfaction of its users, and two, that this in turn can be gauged by asking users through questionnaires and interviews how they feel about things.Mathematical techniques were devised to examine the patterns of user responses to a variety of questions about themselves, the facilities they use and their feelings about them. From these patterns factors underlying the overall effectiveness of the service were exposed. These could have important managerial implications, as, for example, in the choice between investment in hardware and software and investment in human support services.
3 citations
01 Oct 1981
TL;DR: A heuristic for the determination of a service area using service level and waiting time criteria and deal's with the decentralization of service units is presented.
Abstract: The paper develops several relationships that can help determine operational characteristics of a mobile service unit. Specifically, it presents a heuristic for the determination of a service area using service level and waiting time criteria and deal's with the decentralization of service units. These relationships may be applied in various contexts: assignment of maintenance crews, dispatching material handling equipment, determining airlines service areas, among others.
2 citations
TL;DR: In this paper, hotel computer-based systems to enhance customer service were developed to improve customer service in the hotel environment, and they were evaluated in the Service Industries Review: Vol. 1, No. 2, pp. 36-61.
Abstract: (1981). Developing Hotel Computer Based Systems to Enhance Customer Service. Service Industries Review: Vol. 1, No. 2, pp. 36-61.
2 citations
TL;DR: Results suggest that telephone intervention by para-professional counselors can be effective with respect to providing information about cancer and its treatment, as well as limited psychosocial support and referral to available community resources.
Abstract: The Cancer Information Service, a telephone information and referral service, was implemented to provide cancer patients, their family members, community physicians, and health professionals access to current information about new methods of cancer detection, diagnosis, treatment and rehabilitation. The use of the service was evaluated over a thirty-six month period by an analysis of more than 20,000 inquiries. Initial findings suggest that the impact of diagnosis and treatment of cancer upon patients and their family members creates needs for information and support not met by patient-physician relationships. Results also suggest that telephone intervention by para-professional counselors can be effective with respect to providing information about cancer and its treatment, as well as limited psychosocial support and referral to available community resources.
1 citations
TL;DR: A heuristic for the determination of a service area using service level and waiting time criteria is presented and deals with the dectralization of service units.
Abstract: The paper develops several relationships that can help determine operational characteristics of a mobile service unit. Specifically, it presents a heuristic for the determination of a service area using service level and waiting time criteria and deals with the dectralization of service units. These relationships may be applied in various contexts: assignment of maintenance crews, dispatching material handling equipment, determinmg airlines service areas, among others.
01 Jan 1981
TL;DR: In this paper, the authors point out the source of data, existing software tools, and graphic methods, and include data and the results from a study and simulation of a data center.
Abstract: There are only three reasons for a data center to vary from service level objectives, i.e., volume, mix, and efficiency. The first two are aspects of user behavior, while only the third is under the full control of the data center. With the proliferation of online systems, user behavior is affecting the data center in realtime. Management processes, technology and software tools exist to provide the basis for scientific management of the data center. Key to this endeavor is the ability to model the system and present in graphic form the relationship between the system and user behavior characteristics. This paper points out the source of data, existing software tools, and graphic methods and includes data and the results from a study and simulation of a data center.