Uncertain demand driven resource platform design for a service center

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Hariharan, Smitha
University of Missouri--Rolla
Service center; Resource selection; Service center; Resource selection; Operations Research, Systems Engineering and Industrial Engineering
thesis / dissertation description
"Service centers are set up to cater to service requests of its customers, wherein, the requests from customers relating to various service families cascade into work packages involving a set of service tasks. A service family is defined as a set of service type variants having similar or common service tasks and hence may use a common set of resources (called the resource platform) over a given time horizon. In this paper, we present a methodology for determining cost-effective resource platform configuration(s) for a given set of service families offered by a service center. The resource platform would be able to handle demand fluctuations of various service types within reasonable limits over a given planning horizon. The draw towards forming a resource platform is to gain economies of scale cost advantage that have been achieved successfully in the product development domain. In this paper, we extend the product platform concept to the service domain"--Abstract, leaf iv.