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Tactical Resource Planning and Deployment

In: Service Chain Management

Author

Listed:
  • M. Kern

    (British Telecommunications plc)

  • Gilbert Owusu

    (British Telecommunications plc)

Abstract

One of the key goals for service businesses is to find the right balance between the quality of service delivered to its customers and the incurred cost. The quality of service should be as high as possible in order to achieve high customer satisfaction and retention, and this often increases costs. Authorising overtime, for example, to guarantee timely service delivery has financial consequences. However, costs generally should be as small as possible to achieve high profitability. Clearly both objectives are contradictory and often cannot be fully satisfied at the same time due to the constraints on resource utilisation

Suggested Citation

  • M. Kern & Gilbert Owusu, 2008. "Tactical Resource Planning and Deployment," Springer Books, in: Christos Voudouris & David Lesaint & Gilbert Owusu (ed.), Service Chain Management, chapter 5, pages 65-77, Springer.
    • Handle: RePEc:spr:sprchp:978-3-540-75504-3_5
    DOI: 10.1007/978-3-540-75504-3_5
    as

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