Topic
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.
Papers published on a yearly basis
Papers
More filters
TL;DR: In this article, the authors considered the problem in which a demand-enhancing service can be provided by different supply chain parties, resulting in four alternative service channels: (a) manufacturer undertaking service, namely M-channel, (b) retailer undertaking service and (c) manufacturer outsourcing service to third-party (3P), namely R-3P-channel.
Abstract: In recent years, increasing interests have arisen in adding product value through the provision of service This study considers the problem in which a demand-enhancing service can be provided by different supply chain parties, resulting in four alternative service channels: (a) manufacturer undertaking service, namely M-channel, (b) retailer undertaking service, namely R-channel, (c) manufacturer outsourcing service to third-party (3P), namely M-3P-channel, and (d) retailer outsourcing service to 3P, namely R-3P-channel We quantitatively model these service channels and derive the optimal decisions with the following observations: When the service costs are equal for the different parties, there is a conflict in service channel choice since both the manufacturer and the retailer prefer to undertake the service or hire the 3P by themselves, although M-channel generates the highest market demand and system profit; When the service costs are different among these parties, R-channel and 3P-channels are more preferable if the service cost is less sensitive to the service level and if the market demand is more sensitive to the service level We also conduct an empirical study to test some of the insights developed from the analytical models; our empirical findings support the analytical results
96 citations
TL;DR: A framework for aservice operations strategy, its analysis and measurement, is provided and a case example of the applications of a service operations strategy is provided.
Abstract: Service organisations must produce and deliver a service package which matches the expectations of their customers. A framework for a service operations strategy, its analysis and measurement, is provided. The service operations task is defined; the means of achieving the objectives of the task – the service production and delivery system – is detailed; and the operational factors affecting the running of a system are addressed. A case example of the applications of a service operations strategy is provided.
96 citations
TL;DR: This paper reevaluates CCM in view of the recent concerns raised about it and offers some extensions which improve the model's performance and proposes a broadened definition of “customer contact” that differentiates between “active” and “passive” contact.
96 citations
03 Apr 2006
TL;DR: The proposed queueing-model-based adaptive control approach combines both the modeling power of queueing theory and self-tuning power of adaptive control so that it can handle both modeling inaccuracies and load disturbances in a better way.
Abstract: How to effectively allocate system resources to meet Service Level Objectives (SLOs) is a challenging problem for Web services providers. In this paper, we propose a scheme for autonomous performance control of Web applications. It uses a queueing model predictor and an online adaptive feedback. loop that enforces admission control of the incoming requests to ensure the desired response time target is met. The proposed Queueing-Model-Based Adaptive Control approach combines both the modeling power of queueing theory and self-tuning power of adaptive control. Therefore, it can handle both modeling inaccuracies and load disturbances in a better way. To evaluate the proposed approach, we built a multi-tiered Web application testbed with open-source components widely used in industry. Experimental studies conducted on the testbed demonstrated the effectiveness of the proposed approach.
96 citations
TL;DR: SLC Consultants, Inc. as mentioned in this paper developed an after-sales service framework, which examines the costs customers absorb when their equipment fails, and described a framework which helps manufacturers identify the most cost-effective service strategies for different customer segments, and determine how these strategies should influence equipment design.
Abstract: In response to questions about how to provide the correct level of after sales service in the face of shifting customer needs and expectations, SLC Consultants, Inc. has developed an after‐sales service framework, which examines the costs customers absorb when their equipment fails. Describes a framework which helps manufacturers identify the most cost‐effective service strategies for different customer segments, and determine how these strategies should influence equipment design. Suggests that the framework can also be used to predict how product and service strategies must change in response to new technologies and evolving customer needs.
96 citations