Throbbing between two lives: Resource pooling in service supply chains

Kim van Oorschot, Yan Wang, Henk Akkermans

    Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review

    2 Citations (Scopus)
    7 Downloads (Pure)

    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).

    Original languageEnglish
    Title of host publicationProceedings of the 51st Annual Hawaii International Conference on System Sciences, HICSS 2018
    EditorsTung X. Bui
    PublisherIEEE
    Pages1096-1105
    Number of pages10
    ISBN (Electronic)9780998133119
    Publication statusPublished - 2018
    Event51st Annual Hawaii International Conference on System Sciences, HICSS 2018 - Big Island, United States
    Duration: 2 Jan 20186 Jan 2018

    Publication series

    NameProceedings of the Annual Hawaii International Conference on System Sciences
    Volume2018-January
    ISSN (Print)1530-1605

    Conference

    Conference51st Annual Hawaii International Conference on System Sciences, HICSS 2018
    Country/TerritoryUnited States
    CityBig Island
    Period2/01/186/01/18

    Bibliographical note

    Publisher Copyright:
    © 2018 IEEE Computer Society. All rights reserved.

    Copyright:
    Copyright 2021 Elsevier B.V., All rights reserved.

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