Service level objective

About: Service level objective is a research topic. Over the lifetime, 7894 publications have been published within this topic receiving 218701 citations.

Selecting a service plan based on projected usage requirements

Abstract: An exemplary website allows a user to input projected usage requirements as user inputs including usage levels of mobile services and other desired services or features for the user and/or other persons intended for coverage under a chosen service plan. The exemplary website selects and suggests to the user a service plan based upon the user inputs, resulting in the lowest monthly cost to the user, among different service plans available form a mobile carrier or wireless service provider. In addition, in the example, the user may share with another person information relating to the selected service plan via an electronic messaging service or proceed to purchase the selected service plan.

Technology, Design and Service Quality

Abstract: Technology as a key dimension of service quality has generally been overlooked. When embedded in organisation culture, technology creates a competitive advantage sustainable over time because it is not easily imitated. The value of developing operational definitions of service quality dimensions is explored. Technology is investigated not only as input‐processing‐output but as the application of knowledge to work. Two components of technology are: service logic (know‐why) and service technique (know‐how). Service logic is offered as the means for expressing causal relationships in a way that establishes rational connections between seemingly unrelated operating events. Service technique is viewed as a way of doing things designed to optimise customer satisfaction while maximising employee satisfaction. The service map is presented as a managerial tool for discovery of the service logic that gives rise to service technique.

Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities

Abstract: States that customer satisfaction is the ultimate goal of total quality management efforts in the service sector and that an essential prerequisite in achieving this goal is the detection and prevention of problems which the customer encounters in the service consumption process. Proposes that an instrument is needed which will enable management to gather customer problem information comprehensively and use it as a tool for quality control, planning and service innovation. Presents Service Problem Deployment as a tool which provides a framework for the fulfilment of this task. Defines Service Problem Deployment as a planning and communication system for cross‐functional teams applying a specific set of matrices principally known from the Quality Function Deployment approach. Posits that, as a result of Service Problem Deployment, you can expect the entire service planning and delivery process to be geared consistently to the needs of customers and the goals of problem prevention and customer satisfaction.

Performance Measurement and Control in Logistics Service Providing

Abstract: Output of a planning process is a set of assigned individual tasks to resources at a certain point in time. Initially a manual job, however, in the past decades information systems have largely overtaken this role, especially in industries such as (road-) logistics. This paper focuses on the performance parameters and objectives that play a role in the planning process. In order to gain insight in the factors which play a role in designing new software systems for Logistical Service Providers (LSPs). Therefore we study the area of Key Performance Indicators (KPI). Typically, KPIs are used in a post-ante context: to evaluate a company’s past performance. W e reason that KPIs should be utilized in the planning phase as well; thus ex-ante. The paper describes the extended literature survey that we performed, and introduces a novel framework that captures the dynamics of competing KPIs, by positioning them in the practical context of an LSP. This framework could be valuable input in the design of a future generation of information systems, capable of incorporating the business dynamics of today’s LSPs.

Maintenance of machinery: Negotiating service contracts in business‐to‐business marketing

Abstract: As industrial products are becoming more advanced and complex, the role of supporting services needed to exploit a product's function to an agreeable performance is becoming increasingly important. To achieve the best performance, industrial customers are entering into service contracts with the original equipment manufacturers (OEM) or independent service providers. This, in turn essentially involves service contract negotiation between OEM/service provider and the client. If such contracts are not negotiated carefully, it may lead to conflict and poor system performance. To achieve a win‐win situation for both parties, aspects such as what services to deliver, who is to deliver them, how they are to be delivered and received, and at which performance level, need to be considered in the negotiation process and agreed upon by both the provider and the client. A conceptual framework has been developed for service delivery negotiation process based on review of literature and analysis of results from a survey conducted to study the existing approaches being practiced by the industrial organizations to negotiate a service contract.