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.

Workforce cross-training decisions in field service systems with two job types

Abstract: When job types are heterogeneous in a multi-server service system, pooling servers to reduce system delay requires cross-training. Managers should balance a reduction in customer waiting time with high service costs and possibly reduced server efficiency due to cross-training. In a field service system with two job types and a fixed number of servers, the determination of the mix of dedicated and cross-trained servers is a critical managerial decision. We were motivated by a real field service situation to study a model where the objective is to minimize the sum of the average service costs and the customer delay costs per unit time. We use simulation to investigate the impact of various system parameters such as the number of servers, server utilization, and server efficiency on the optimal workforce mix.

Fuzzy MCDM approach to select service provider

Abstract: Investigators have shown that service quality perceptions are multi-dimensional and multi-leveled. However, from the strategic and competitive points of view, marketers would like to know which service quality dimensions or levels are more important when a customer evaluates the quality of service they provide. Since service quality is basically determined by subjective perceptions and feelings towards each of the evaluated criteria, the fuzzy MCDM (Fuzzy Multiple Criteria Decision Making, FMCDM) approach can explain more effectively how customers make their evaluation of service quality and select the service provider, and is recommended for practical use. The approach is illustrated using an empirical example in the fast food industry. The results demonstrate the applicability and usefulness of this approach.

Apparatus and method for specifying and obtaining services through an audio transmission medium

Abstract: The present invention provides a method and apparatus for specifying and obtaining services through audio commands, resulting in a live conversation between a user and a selected service provider using an audio-transmission medium (the telephone). A service seeker locates a service provider by entering a keypad code corresponding to a field of service or by speaking the name of a profession, which is recognized by the system. The seeker can then specify, via voice or keypad entry, a price range, quality rating, language, and keyword descriptors of the service provider, such as a service provider code number. In response, the system offers currently available service providers. Once an available service provider is selected, the system connects the service seeker with the service provider for a live conversation. The system bills the seeker for the time spent conversing with the service provider and compensates the service provider accordingly.

Alternative service management

Abstract: The invention provides management of alternative services in a communications system (1). A user equipment (300) requests a primary service at the communications network (10) during the setup of a communications session. In addition, at least one possible alternative service to use if the primary service is unavailable is suggested. Radio performance and signaling quality of the bearers of the primary and alternative service(s) are monitored. If the quality deteriorates, the network (10) issues a service change to a less quality demanding alternative service. If the quality subsequently improves, the network (10) can issue a fallback reversion, thus, changing service to a more preferred service, typically the requested primary service.