113views more  EOR 2010»
13 years 1 months ago
Combining integer programming and the randomization method to schedule employees
: We describe a method to find low cost shift schedules with a time-varying service level that is always above a specified minimum. Most previous approaches used a two-step procedu...
Armann Ingolfsson, Fernanda Campello, Xudong Wu, E...
13 years 2 months ago
Integrating IT Service Management within the Enterprise Architecture
-- Published work in the IT services area is generally centered on the description of management best practices or specific technological issues. There is a lack of empirical studi...
Anacleto Correia, Fernando Brito e Abreu
122views more  ANOR 2004»
13 years 4 months ago
Call Center Staffing with Simulation and Cutting Plane Methods
We present an iterative cutting plane method for minimizing staffing costs in a service system subject to satisfying acceptable service level requirements over multiple time perio...
Júlíus Atlason, Marina A. Epelman, S...
78views more  IJIEM 2007»
13 years 4 months ago
Supporting the design of service contracts with interaction models
: A service contract typically specifies the service level, i.e., the quality parameters of the service to be performed. In addition to this static part, there is also the need to ...
Peter Rittgen
128views more  MANSCI 2008»
13 years 4 months ago
Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
We consider the problem of minimizing staffing costs in an inbound call center, while maintaining an acceptable level of service in multiple time periods. The problem is complicat...
Júlíus Atlason, Marina A. Epelman, S...
99views more  JCM 2006»
13 years 4 months ago
Distributed Admission Control in Multiservice IP Networks: Concurrency Issues
In distributed admission control (AC) schemes, handling concurrent AC decisions assumes a relevant role in avoiding over or false acceptance and, consequently, service quality degr...
Solange Rito Lima, Paulo Carvalho, Vasco Freitas
110views more  EOR 2010»
13 years 4 months ago
Pricing surplus server capacity for mean waiting time sensitive customers
Resources including various assets of supply chains, face random demand over time and can be shared by others. We consider an operational setting where a resource is shared by two...
Sudhir K. Sinha, N. Rangaraj, N. Hemachandra
13 years 4 months ago
Translating Service Level Objectives to lower level policies for multi-tier services
Service providers and their customers agree on certain quality of service guarantees through Service Level Agreements (SLA). An SLA contains one or more Service Level Objectives (S...
Yuan Chen, Subu Iyer, Xue Liu, Dejan S. Milojicic,...
121views Business» more  GECON 2008»
13 years 5 months ago
Monitoring and Reputation Mechanisms for Service Level Agreements
A Service Level Agreement (SLA) is an electronic contract between a service user and a provider, and specifies the service to be provided, Quality of Service (QoS) properties that...
Omer F. Rana, Martijn Warnier, Thomas B. Quillinan...
13 years 5 months ago
Service Level Agreement Management in Federated Virtual Organizations
The present emergence of loosely-coupled, inter-enterprise collaboration, i.e., virtual organizations calls for new kind of middleware: generic, common facilities for managing cont...
Tuomas Nurmela, Lea Kutvonen