Throbbing Between Two Lives: Resource Pooling in Service Supply Chains

Date
2018-01-03
Authors
van Oorschot, Kim
Wang, Yan
Akkermans, Henk
Journal Title
Journal ISSN
Volume Title
Publisher
Volume
Number/Issue
Starting Page
Ending Page
Alternative Title
Abstract
Resource pooling is known to benefit performance through reduced congestion, but primarily in settings with homogenous demand. In settings where demand is heterogeneous, pooling can be counter effective. The effects of pooling of staff when demand is heterogeneous and dependent are not known. We present a simulation model based on a service supply chain that delivers Interactive TV to customers. Customers expect high performance in terms of innovativeness and reliability. Based on the results of simulation analysis, we find that when target innovativeness of the service is increased, pooling outperforms not pooling, but the delays that are involved with pooling will make the system and hence its performance unstable. Stable and high performance can be realized through "unbalanced" hiring. This means that a target performance increase in the upstream stage of the chain (innovation), is accompanied by hiring staff in the downstream stages of the chain (QA and operation).
Description
Keywords
Digital Services and the Digitalization of Services, Innovation, Operation, Resource pooling, Service supply Chain, System Dynamics,
Citation
Extent
10 pages
Format
Geographic Location
Time Period
Related To
Proceedings of the 51st Hawaii International Conference on System Sciences
Rights
Attribution-NonCommercial-NoDerivatives 4.0 International
Rights Holder
Email libraryada-l@lists.hawaii.edu if you need this content in ADA-compliant format.