Delivery Commitments in Stochastic Service Networks: Case of Automobile Service

Sandeep Dulluri and Ganesh Muthusamy
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Sandeep Dulluri: JDA Software India Pvt. Ltd., Hyderabad, Andhra Pradesh, India
Ganesh Muthusamy: JDA Software India Pvt. Ltd., Hyderabad, Andhra Pradesh, India

International Journal of Information Systems and Supply Chain Management (IJISSCM), 2013, vol. 6, issue 2, 50-61

Abstract: Service firms have become highly competitive in terms of providing the delivery. The delivery quality in terms of delivery commitments. Delivery commitments impact the customer in deciding for the service. Computing the delivery commitments in stochastic service systems is a real challenge. Delivery commitment forms a key parameter in formulating the service level agreements in B2B markets. In our current work we propose a queuing theoretic approach for computing the delivery commitments. The authors employ basic Probability theory to propose two bounds on delivery commitment time. Further, we investigate the effect of learning in service networks. They believe that their work can provide a simple and easy framework for quality analysis in stochastic service networks.

Date: 2013
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