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Service process outsourcing: Design...

Hasija, Sameer.

Service process outsourcing: Designing cost effective service supply chains.

レコード種別:	コンピュータ・メディア : 単行資料
タイトル / 著者:	Service process outsourcing: Designing cost effective service supply chains./
著者:	Hasija, Sameer.
記述:	131 p.
注記:	Source: Dissertation Abstracts International, Volume: 68-08, Section: A, page: 3460.
含まれています:	Dissertation Abstracts International68-08A.
主題:	Business Administration, Management. -
電子資源:	Download PDF (下載PDF全文)
国際標準図書番号 (ISBN):	9780549200468

Service process outsourcing: Designing cost effective service supply chains.
Hasija, Sameer.

Service process outsourcing: Designing cost effective service supply chains. - 131 p.

Source: Dissertation Abstracts International, Volume: 68-08, Section: A, page: 3460.

Thesis (Ph.D.)--University of Rochester, 2007.

Outsourcing of customer service centers is on the rise. To reap the benefits of outsourcing it is important to provide timely service in a cost effective manner. We examine issues involving capacity planning, service-request routing, estimation of productivity, designing incentive schemes for service agents, and financial contracts between clients and vendors that maximize profits of the service supply chain.

ISBN: 9780549200468Subjects--Topical Terms:

1000005542
Business Administration, Management.

Service process outsourcing: Designing cost effective service supply chains.
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245 1 0 $a Service process outsourcing: Designing cost effective service supply chains.
300 $a 131 p.
500 $a Source: Dissertation Abstracts International, Volume: 68-08, Section: A, page: 3460.
500 $a Advisers: Edieal J. Pinker; Robert A. Shumsky.
502 $a Thesis (Ph.D.)--University of Rochester, 2007.
520 $a Outsourcing of customer service centers is on the rise. To reap the benefits of outsourcing it is important to provide timely service in a cost effective manner. We examine issues involving capacity planning, service-request routing, estimation of productivity, designing incentive schemes for service agents, and financial contracts between clients and vendors that maximize profits of the service supply chain.
520 $a First, we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide customer service support. We examine the role of different contract features such as pay-per-time, pay-per-call, service level agreements, and constraints on service rates and abandonment. We show how different combinations of these contract features enable client firms to better manage vendors when there is information asymmetry about worker productivity. In particular we focus on how different contracts can coordinate by yielding the system-optimal capacity decision by the vendor.
520 $a Second, we develop a method to estimate the capacity of agents that answer email in a service center, given historical data that has been truncated at an upper limit. We show how the financial contract between the client and the vendor and the vendor's internal incentives influences the observed productivity data. We use the capacity estimate to implement an optimal staffing rule. The implementation results demonstrate that the method provides accurate staffing recommendations for a real-world customer service contact center.
520 $a Third, we study centralized service supply chain with gatekeepers who diagnose a customer problem and then either refer the customer to an expert or attempt treatment themselves. We determine the staffing levels and referral rates that minimize the sum of staffing, customer waiting, and mistreatment costs. We also compare the optimal gatekeeper system (a two-tier system) with a system staffed with only experts (a direct-access system). When waiting costs are high, a direct-access system is preferred unless the gatekeepers have a high skill level. We also show that an easily computed referral rate from a deterministic system closely approximates the optimal referral rates. We show how managers can use output-based incentive schemes to ensure gatekeepers choose the desirable referral rate.
590 $a School code: 0188.
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773 0 $t Dissertation Abstracts International $g 68-08A.
790 1 0 $a Pinker, Edieal J., $e advisor
790 1 0 $a Shumsky, Robert A., $e advisor
790 $a 0188
791 $a Ph.D.
792 $a 2007
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3279038 $z Download PDF (下載PDF全文)

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