The influence of types of training on service system performance in mass service and service shop operations

2012 ◽  
Vol 138 (1) ◽  
pp. 183-194 ◽  
Author(s):  
Alan W. Mackelprang ◽  
Jayanth Jayaram ◽  
Kefeng Xu
Keyword(s):  
System Performance ◽  
Service System ◽  
Mass Service

scholarly journals Characteristics of Changes of Transportation Performance for Pairs of Critical Edges

2018 ◽  
Vol 20 (3) ◽  
pp. 84-87
Author(s):  
Peter Czimmermann ◽  
Michal Kohani
Keyword(s):  
System Design ◽  
Public Service ◽  
System Performance ◽  
Service System ◽  
Transportation Network ◽  
Service System Design ◽  
The Creation ◽  
Random Failures

When the robustness of a public service system design is tested, we can often use scenarios where possible random failures can occur and they can influence the time the service is accessible which is provided for system users. The construction of a suitable scenario is based on the choice of links of the transportation network which influence the system performance in a substantial way. In such scenarios one or multiple arcs can be affected by this failure. In our contribution we present characteristics of pairs of critical arcs that can be used to develop an algorithm for the creation of critical scenarios.

Determinants of quality and efficiency performance in service operations

2016 ◽  
Vol 36 (3) ◽  
pp. 265-285 ◽  
Author(s):  
Jayanth Jayaram ◽  
Kefeng Xu
Keyword(s):  
Knowledge Management ◽  
System Performance ◽  
Structural Equation ◽  
Customer Orientation ◽  
Service System ◽  
Performance Outcomes ◽  
Equation Modeling ◽  
Service Firms ◽  
Content Type ◽  
Internal Knowledge

Purpose – Using arguments from the knowledge-based view and resource-based view of the firm, the purpose of this paper is to propose that external knowledge (as measured by a firm’s customer orientation) and internal knowledge management (through human capital development techniques of job-related training and enhancing employee capability) together contribute to successful service delivery systems. Design/methodology/approach – The hypothesized model is tested on a large sample of 249 Chinese service firms using structural equation modeling and hierarchical regression analyses. Findings – The results indicate that the knowledge management factors of customer orientation, employee capability and job-related training had a varying influence on quality and efficiency dimensions of service system performance. Also, internal knowledge facets of employee capability and job-related training had complementary effects in inducing improved performance on both quality and efficiency. Research limitations/implications – The focus on the key enablers of customer orientation, employee capability and job-related training does not represent a comprehensive set of enablers of service system performance outcomes. Also, a longitudinal examination of capabilities that influence service system performance can also be explored. Originality/value – The context of service firms in multiple sectors serves as an important contribution to the emerging literature that bridges human resource management and customer orientation in service settings. Implications of the results for practice and theory development are discussed.

scholarly journals Properties of a modelled call centre

2020 ◽  
Vol 71 (2) ◽  
pp. 96-102
Author(s):  
Ivan Baronak ◽  
Matej Hartmann ◽  
Robert Polacek
Keyword(s):  
Markov Chain ◽  
Service System ◽  
Call Centre ◽  
Mass Service ◽  
Time Required

AbstractTo detect the number of agents needed to serve customers, it is necessary to consider the call centre as a mass service system. Then it is possible to asses the convenient number of agents according to the probability of the system receiving a request and the time in which the request is serviced by employing a Markov chain and the Erlang model. In an archetypal call centre, the incoming calls are added to a waiting queue and subsequently they are assisted by an agent. In case all agents are occupied, the customer has to wait in the queue until one of the agents becomes available. It is, therefore, important to compromise on the number of agents and the time the customers spend waiting in the queue. The result should be that there are enough agents in the call centre to serve the customers in the time required. This article focuses on solving this problem.

scholarly journals Multichannel System State Graph of Combine Harvesters Branded Technical Service in Uzbekistan

2020 ◽  
Vol 14 (1) ◽  
pp. 46-49
Author(s):  
M. T. Toshboltaev ◽  
Z. A. Seytimbetova
Keyword(s):  
Service System ◽  
State Graph ◽  
Technical Service ◽  
System State ◽  
Multichannel System ◽  
Channel System ◽  
Average Value ◽  
Mass Service ◽  
Combine Harvesters ◽  
Service Theory

The authors showed that the multichannel system state graph of modern tractors, combines and agricultural machinery in Uzbekistan, by the nature of its functioning, was a kind of mass service system. They confirmed that this circumstance was not taken into account when studying the existing system of corporate technical service. They pointed out the relevance of determining the influence of the branded technical service system parameters on its condition using the methods of the mass service theory. (Research purpose) To evaluate the state parameters of a proprietary technical service multichannel system according to the results of the timing of combine harvesters maintenance. (Materials and methods) The authors studied the multi-channel system state graph of a proprietary technical service without a queue. The system included 109 Case-2166 combine harvesters and 7 car-mobile workshops. They used the methods of mass service theory. (Results and discussion) The authors established a linear relationship between the number of occupied car-mobile workshops and the average value of the service time at a constant intensity of requirements. It was revealed that it took 3.33 hours to fix one malfunction of one combine, that is, one workshop would be occupied. If 3.24 demands were received in the service center in one hour, then all 7 auto-moving workshops would be occupied. (Conclusions) The authors revealed that for a single-channel proprietary technical service system the average value of the time for eliminating one malfunction of one combine should not exceed 3.33 hours. They calculated the parameters at which all channels (7 workshops) will be occupied in the 7-channel system of corporate technical service: 3.24 requirements arose in one hour, on average, each workshop took 2.16 hours to fix one malfunction.

OPTIMIZE THE ORGANIZATION OF THE ACCOUNTING SERVICE AND OTHER SERVICE FUNCTIONS USING THE THEORY OF MANAGEMENT OF MASS SERVICE SYSTEMS

2020 ◽  
Vol 1 (12) ◽  
pp. 19-24
Author(s):  
I. A. SLOBODNYAK ◽  
◽  
P. V. ANTIPINA ◽  
Keyword(s):  
Service System ◽  
Point Of View ◽  
Service Systems ◽  
Mathematical Methods ◽  
Economic Point ◽  
Mass Service ◽  
Basic Performance ◽  
Service Theory

The article is devoted to considering the use of modern mathematical methods for the purpose of analyzing the effectiveness of organizing of various services of the organization. With the example of the accounting service it is shown how the basic performance of the service can be defined using the position of mass service theory. Proposes an interpretation of all the major variables in the model from an economic point of view. The model is universal and can be used to assess the operation of any service that meets the parameters of the mass service system.

Perishable Inventory System with Bi-Level Service System

2016 ◽  
pp. 200-217
Author(s):  
D. Gomathi
Keyword(s):  
Steady State ◽  
Performance Measures ◽  
Service Time ◽  
System Performance ◽  
Service System ◽  
Joint Probability ◽  
Inventory System ◽  
Service Time Distribution ◽  
Perishable Inventory ◽  
Perishable Inventory System

In this chapter we consider a perishable inventory system under continuous review at a bi-level service system with finite waiting hall of size N. The maximum storage capacity of the inventory is S units. We assumed that a demand for the commodity is of unit size. The arrival time points of customers form a Poisson process. The individual customer is issued a demanded item after a random service time, which is distributed as negative exponential. The effect of the two modes of operations on the system performance measures is also discussed. It is also assumed that lead time for the reorders is distributed as exponential and is independent of the service time distribution. The items are perishable in nature and the life time of each item is assumed to be exponentially distributed. The demands that occur during stock out periods are lost. The joint probability distribution of the number of customers is obtained in the steady-state case. Various system performance measures in the steady state are derived. The results are illustrated numerically.

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