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Service-Delivery Modeling and Optimization

Author

Listed:
  • Yixin Diao

    (IBM T.J. Watson Research Center, Yorktown Heights, New York 10598)

  • Aliza Heching

    (IBM T.J. Watson Research Center, Yorktown Heights, New York 10598)

  • David Northcutt

    (IBM Global Technology Services, Somers, New York 10589)

  • Rodney Wallace

    (IBM Global Technology Services, Somers, New York 10589)

Abstract

Service-delivery modeling and optimization is a complex problem involving multiple service levels, skill sets, request classes, and service times. In this paper, we describe a comprehensive and scalable end-to-end analytical methodology that we developed and implemented at a global information technology service delivery provider. This methodology provides predictive insight and prescriptive solutions to the problem of staffing service-delivery units in this complex environment. Our solution has been deployed globally at more than 640 service-delivery units and has yielded more than $52 million in cost savings and cost avoidance to date.

Suggested Citation

  • Yixin Diao & Aliza Heching & David Northcutt & Rodney Wallace, 2015. "Service-Delivery Modeling and Optimization," Interfaces, INFORMS, vol. 45(3), pages 243-259, June.
    • Handle: RePEc:inm:orinte:v:45:y:2015:i:3:p:243-259
    DOI: 10.1287/inte.2014.0783
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    References listed on IDEAS

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    4. Lawrence Brown & Noah Gans & Avishai Mandelbaum & Anat Sakov & Haipeng Shen & Sergey Zeltyn & Linda Zhao, 2005. "Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective," Journal of the American Statistical Association, American Statistical Association, vol. 100, pages 36-50, March.
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    Full references (including those not matched with items on IDEAS)

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