Advertisement

Service Systems

  • S. BhatnagarEmail author
  • H. Prasad
  • L. Prashanth
Part of the Lecture Notes in Control and Information Sciences book series (LNCIS, volume 434)

Abstract

Service-based economies and business models have gained significant importance in recent times. The clients and service providers exchange value through service interactions and reach service outcomes. Service requests of a client can vary greatly in the skills required to fulfill the request, expected turn-around time, and the context of the client’s business needs. As a result, automation of service operations has been limited and service delivery is largely a labor-intensive business. Hence, it is crucial to optimize labor costs while maintaining the desired quality of service. In this chapter, we describe a study where the stochastic optimization methods have been applied to minimize labor costs in a service system. This chapter is based on [2,3,6].

Keywords

Service System Skill Level Service Level Agreement Descent Direction Order Method 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Banerjee, D., Desai, N., Dasgupta, G.: Simulation-based evaluation of dispatching policies in service systems. In: Winter Simulation Conference (2011)Google Scholar
  2. 2.
    Prashanth, L.A., Prasad, H.L., Desai, N., Bhatnagar, S., Dasgupta, G.: Stochastic Optimization for Adaptive Labor Staffing in Service Systems. In: Kappel, G., Maamar, Z., Motahari-Nezhad, H.R. (eds.) Service Oriented Computing. LNCS, vol. 7084, pp. 487–494. Springer, Heidelberg (2011)CrossRefGoogle Scholar
  3. 3.
    Prashanth, L.A., Prasad, H., Desai, N., Bhatnagar, S., Dasgupta, G.: Simultaneous perturbation methods for adaptive labor staffing in service systems. Tech. rep., Stochastic Systems Lab, IISc (2012), http://stochastic.csa.iisc.ernet.in/www/research/files/IISc-CSA-SSL-TR-2011-4-rev2.pdf
  4. 4.
    Laguna, M.: Optimization of complex systems with optquest. Opt. Quest for Crystal Ball User Manual, Decisioneering (1998)Google Scholar
  5. 5.
    Marbach, P., Tsitsiklis, J.: Simulation-based optimization of markov reward processes. IEEE Transactions on Automatic Control 46(2), 191–209 (2001)MathSciNetzbMATHCrossRefGoogle Scholar
  6. 6.
    Prasad, H., Prashanth, L.A., Desai, N., Bhatnagar, S.: Adaptive smoothed functional based algorithms for labor cost optimization in service systems. Tech. rep., Stochastic Systems Lab, IISc (2012), http://stochastic.csa.iisc.ernet.in/www/research/files/IISc-CSA-SSL-TR-2012-2.pdf

Copyright information

© Springer-Verlag London 2013

Authors and Affiliations

  1. 1.Department of Computer Science and AutomationIndian Institute of ScienceBangaloreIndia

Personalised recommendations