Managing service quality by managing the service customer

Managing Customer Relationships through Price and Service Quality

Managing Quality Properties of Web Service Compositions

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Managing Quality of Service with Soft Constraints

The term “quality” as it is commonly understood in the context of Quality of Service (QoS) is “something” by which a user of the service (in a very large meaning) will judge how good the service is. In this research project we mainly focus our attention to three areas related with QoS: i) Networks, ii) Web Services and iii) Trust Management (TM). As defined in (Crawley et al. 1998), QoS is “a s...

Managing Customer Arrivals in Service Systems with Multiple Identical Servers

We analyze a discrete multi-server model for scheduling customer arrivals under no-shows. The challenge is to assign customers to time slots so that the service system utilizes its resources efficiently and customers experience short waiting times. We provide theoretical and heuristic guidelines for an effective practice of appointment overbooking in order to offset no-shows. Recursive and expl...

Managing individual customer service constraints under stochastic demand

In recent years management of customer requirements has been the foremost concern of most manufacturers. In this paper, we consider a single-period problem in which the manufacturer faces stochastic demand and individual service level constraints from multiple customers. We present a formulation for the problem that utilizes the structure of the underlying allocation problem and provide an algo...