Relevant bibliographies by topics / Service Operations Management

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Service Operations Management'

Author: Grafiati
Published: 4 June 2021
Last updated: 1 February 2022

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Journal articles on the topic "Service Operations Management"

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Machuca, José A. D., María del Mar González-Zamora, and Víctor G. Aguilar-Escobar. "Service Operations Management research." Journal of Operations Management 25, no. 3 (June 22, 2006): 585–603. http://dx.doi.org/10.1016/j.jom.2006.04.005.

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Nie, Winter, and Deborah L. Kellogg. "HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS?" Production and Operations Management 8, no. 3 (January 5, 2009): 339–55. http://dx.doi.org/10.1111/j.1937-5956.1999.tb00312.x.

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Prajogo, Daniel I., and Mark Goh. "Operations Management activities and operational performance in service firms." International Journal of Services Technology and Management 8, no. 6 (2007): 478. http://dx.doi.org/10.1504/ijstm.2007.013943.

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S, Thilagamani, and Pilla Ruchita. "ENERGY MANAGEMENT IN COMMERCIAL FOOD SERVICE OPERATIONS." Kongunadu Research Journal 4, no. 1 (June 30, 2017): 46–47. http://dx.doi.org/10.26524/krj175.

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Asia has experienced the world’s fastest economic growth, accompanied by rapid urbanisation. This remarkable growth has led to twin energy challenges namely sustainability and energy security and this study explores the possible energy conservation methods in the selected food service operations and hencethe study was undertaken with objectives to study the different types of energy used in selected food service operations, assess the renewable and non renewable resources used in various sections of the food service operations and develop the various energy conservation methods adopted at food service operations. A total of five food service operations with three commercial and two non- commercial food service operations at Coimbatore were selected for the study. An energy audit programme was conducted for three sessions at each food service to understand the existing pattern in energy management using a checklist. Based on the results of the energy audit, the guidelines were planned and implemented for two days at each food service operation using flash cards, power point presentation and face to face to discussions. A total of forty employees with eight from each food service operations were deputed to participate in the programme. The energy management programmes planned and implemented to the selected Commercial Food Service Operations and Non Commercial Food Service Operations when interpreted with statistical ‘t’ test a significant improvement at five percent levels both at the selected Commercial Food Service Operations and Non Commercial Food Service Operations.
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Armistead, Colin G. "Customer Service and Operations Management in Service Businesses." Service Industries Journal 9, no. 2 (April 1989): 247–60. http://dx.doi.org/10.1080/02642068900000027.

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Sulek, Joanne S., and Rhonda L. Hensley. "Updating service operations." Managing Service Quality: An International Journal 20, no. 5 (September 7, 2010): 475–89. http://dx.doi.org/10.1108/09604521011073759.

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Mbecke, Za-Mulamba Paulin. "Operations and quality management for public service delivery improvement." Journal of Governance and Regulation 3, no. 2 (2014): 36–45. http://dx.doi.org/10.22495/jgr_v3_i4_p4.

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Public service management reforms have not yet contributed to poverty eradication and generally socio-economic development of many African countries. The reforms suggested and implemented to date still prove to be weak in addressing the many challenges faced by the public service in delivering goods and services to the population. The failure of the current public service management calls for a consideration of business-driven approaches and practices that facilitate effectiveness, efficiency, competitiveness and flexibility in goods and services provision. The critical social theory methodology and the literature review technique described and raised awareness on service delivery chaos in South Africa. A public service reform that focuses on operations and quality management is one of the ways of improving and sustaining service delivery in South Africa. Operations management is an essential tool for the planning, execution, control, monitoring and evaluation of production processes. Quality management, in the other hand, is essential to ensure best quality of goods and services produced by the public service within acceptable time and available resources to meet or exceed people’s expectations. The operations and quality management framework proposed in this article is a potential alternative to the current service delivery crisis in South Africa.
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Johnston, Robert. "Service operations management: return to roots." International Journal of Operations & Production Management 19, no. 2 (February 1999): 104–24. http://dx.doi.org/10.1108/01443579910247383.

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Tinkham, Mary A., and Brian H. Kleiner. "New developments in service operations management." Work Study 42, no. 1 (January 1993): 16–19. http://dx.doi.org/10.1108/eum0000000002691.

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Johnston, Robert. "Operations: From Factory to Service Management." International Journal of Service Industry Management 5, no. 1 (March 1994): 49–63. http://dx.doi.org/10.1108/09564239410051902.

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Dissertations / Theses on the topic "Service Operations Management"

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Dufalla, Michele. "Essays in Service Operations Management." Research Showcase @ CMU, 2014. http://repository.cmu.edu/dissertations/346.

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In this dissertation, I discuss three problems within service operations management: identifying situational attributes that lead to positive customer outcomes under a Twitter-based customer service framework; the conditions for finite delay of first-in-first-out multiserver systems when confronted with integral loads; and the relative performance of different bargaining mechanisms for a seller of finite perishable inventory, with a further investigation of the consequences of modeling private information. First, we consider a large telecommunications company that provides customer support over Twitter. Using 10 months of service data, we apply model selection techniques to develop an ordinal logistic regression model assessing the probability that a given customer service interaction will result in a positive, neutral or negative resolution as determined by the customer’s sentiment expression. Our model incorporates customer, service and network explanatory attributes. We find that customers are less likely to experience a positive final sentiment as time passes, that is, those cases later in the 10 month period studied are less likely to experience positive resolution. This suggests that there is a drop-off in the likelihood of more positive resolution, but that this effect levels off. This finding may indicate a shift by the customer service team to harder to resolve cases as the program matures. Next, we consider conditions for finite expected delay in FIFO multiserver queues with integral loads. Scheller-Wolf and Vesilo (2006) find necessary and sufficient conditions for a finite rth moment of expected delay in a FIFO multiserver queue, assuming a non-integral load and a service time distribution belonging to class L1B . Removing the non-integral load assumption results in a gap between the identified necessary and sufficient conditions, as discussed by Foss (2009). We decrease the size of this gap through the application of domain of attraction results. Specifically, we find a stricter necessary condition for a GI/GI/K-server system with integral p that is more restrictive than those in the literature. Finally, we consider the problem of a seller with a finite supply of perishable inventory. We consider four price setting mechanisms: seller posted price, buyer posted price, split-the-difference, and the neutral bargaining solution. We rank the value of these different mechanisms analytically and numerically in the context of the symmetric uniform trading problem from the perspective of the seller. While the ordering of the mechanisms remains the same as compared to the infinite horizon case studied in the literature, we use a model analogous to the infinite horizon case to find numerically that the relative value of the split-the-difference mechanism increases when the seller ultimately faces a dead- line to complete the sales. The split-the-difference mechanism becomes more valuable as the ratio of available inventory to time remaining increases because it is more likely to result in a sale than the seller posted price mechanism. In general, modeling private information is more challenging for the split-the-difference and neutral bargaining solution mechanisms than for the two posted price mechanisms. To assess the importance of this added complication, we quantify the effect of modeling private information when computing the seller’s opportunity cost and find that while private information makes only a small difference in the neutral bargaining solution case, this modeling choice makes a large difference in the split-the-difference case when the seller is weak.
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SHAVER, KAY A. "Activity-based Evaluation of Operations Management within Service Operations Organization." NCSU, 1998. http://www.lib.ncsu.edu/theses/available/etd-19980408-101235.

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SHAVER, KAY ALBRIGHT. Activity-based Evaluation of Operations Management within Service Operations Organization. (Under the direction of John Dutton.) The purpose of this study is to use historical cross-sectional data including order characteristics to predict the time requirements of the indirect activity of managing. The subject of the study is the Operations Manager, who manages the supervision of engineering and installation of orders. Predictions of time estimates for the Operations Manager will provide information for staffing and workforce planning of the indirect activities required to manage the forecasted order workload. The research includes a pilot survey of Operations Managers in three regions and a final empirical study, which includes the entire Service Organization?s Operations Manager population. Using regression analysis, the study evaluates the factors noted in the pilot survey as important to the Operations Managers. Consideration is given to order characteristics, such as size, customer relationships, schedule changes, interval, Operations Manager assigned. Consideration is also given to general characteristics, such as seasonal effects, concurrent orders, experienced installers available, and inventory levels. The analysis reveals that category of work, size of the order as measured by number of frames, seasonal impacts, the Operations Manager assigned, customer relationships, and the effort required to underspend the budget are key predictors of the time required to manage the supervision of the engineering and installation of orders. The results indicate interval, inventory, schedule changes and experienced installers available are not significant indicators of this indirect order activity.

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Arfmann, David. "A new lean service model : the value of customer integration into service operations." Thesis, University of Gloucestershire, 2015. http://eprints.glos.ac.uk/2927/.

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Purpose – The purpose of this thesis is to explore the implications of value co-creation on lean service operations. Given that only customers are able to create value, the integration of customers becomes more and more important. This thesis investigates customer integration through applying and enhancing lean principles. The overall goal of this study is to develop and test a model to integrate customers into service operations in a lean way, considering value co-creation theory. Design/methodology/approach – The overall research strategy of enquiry consists of action research and mixed methods approaches. A systematic literature review is conducted on customer integration methods considering 27 relevant studies. Afterwards, a meta-synthesis of these studies is provided to develop a model for lean customer integration. Seven propositions are formulated to test the model. Therefore, the model is implemented in two independent pole case companies (SMEs) within pure service businesses. Six different mixed methods are applied to investigate effects of model implementation. Beside interviews, process observations and customer workshops, document analysis, Monte Carlo Simulation, regular debriefing sessions are conducted. To clarify arising anomalies, an experiment is conducted with 46 participants in 4 different groups. Finally, a revised model is presented. Findings – The findings show that through synthesizing selected studies, a model is developed that should facilitate customer integration into firm’s service operations in a lean way. Application of the model in the case companies reveals that it enables a company to enhance operational performance, as well as value creation. Findings further show that a significant portion of unavoidable waste can be turned into either functional or emotional value. This emphasizes the relevance of developing and applying service specific lean tools in order to cope with service specific challenges. Research limitations and practical implications – As the findings are based on a systematic literature review and tested within a pure service environment (SMEs), the proposed model should be tested in other circumstances to further improve the results. The findings may be of interest to scholars in the field of lean or service operations, as well as practitioners seeking to enhance their operational performance through lean customer integration. Originality/value – This thesis contributes to knowledge in the field of lean service operations, as it provides the first validated model to integrate customers in operations in a lean way. It also provides a new approach to practitioners seeking not only to ‘streamline’, but also to ‘valueline’ their value creation processes. In particular, the role of customers as value (co-) creators is considered from an operational perspective and provides important insights on how customer value can be enhanced in pure services.
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Ren, H. "The role of consumer behaviour in service operations management." Thesis, University College London (University of London), 2018. http://discovery.ucl.ac.uk/10047003/.

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In this thesis, I study the impact of consumer behaviour on service providers’ operations. In the first study, I consider service systems where customers do not know the distribution of uncertain service quality and cannot estimate it fully rationally. Instead, they form their beliefs by taking the average of several anecdotes, the size of which measures their level of bounded rationality. I characterise the customers’ joining behaviour and the service provider’s pricing, quality control, and information disclosure decisions. Bounded rationality induces customers to form different estimates of the service quality and leads the service provider to use pricing as a market segmentation tool, which is radically different from the full rationality setting. When the service provider also has control over quality, I find that it may reduce both quality and price as customers gather more anecdotes. In addition, a high-quality service provider may not disclose quality information if the sample size is small. In the second study, I analyse the performance of opaque selling in countering the negative revenue impact from consumers’ strategic waiting behaviour in vertically differentiated markets. The advantage of opaque selling is to increase the firm’s regular price, whereas the disadvantage lies in the inflexibility of segmenting different types of consumers. Both the advantage and the disadvantage are radically different from their counterparts in horizontally differentiated markets, and this contrast generates opposite policy recommendations across the two settings. In the third study, I investigate an online store’s product return policy when competing with a physical store, in which consumers can try the product before purchase. I find that the online store should offer product return only if it is socially efficient. Moreover, it should allocate product return cost between the online store and the consumers to minimise the total return cost.
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Al-Kaabi, Mohamed. "Improving project management planning and control in service operations environment." Thesis, De Montfort University, 2011. http://hdl.handle.net/2086/5486.

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Projects have evidently become the core activity in most companies and organisations where they are investing significant amount of resources in different types of projects as building new services, process improvement, etc. This research has focused on service sector in attempt to improve project management planning and control activities. The research is concerned with improving the planning and control of software development projects. Existing software development models are analysed and their best practices identified and these have been used to build the proposed model in this research. The research extended the existing planning and control approaches by considering uncertainty in customer requirements, resource flexibility and risks level variability. In considering these issues, the research has adopted lean principles for planning and control software development projects. A novel approach introduced within this research through the integration of simulation modelling techniques with Taguchi analysis to investigate ‗what if‘ project scenarios. Such scenarios reflect the different combinations of the factors affecting project completion time and deliverables. In addition, the research has adopted the concept of Quality Function Deployment (QFD) to develop an automated Operations Project Management Deployment (OPMD) model. The model acts as an iterative manner uses ‗what if‘ scenario performance outputs to identify constraints that may affect the completion of a certain task or phase. Any changes made during the project phases will then automatically update the performance metrics for each software development phases. In addition, optimisation routines have been developed that can be used to provide management response and to react to the different levels of uncertainty. Therefore, this research has looked at providing a comprehensive and visual overview of important project tasks i.e. progress, scheduled work, different resources, deliverables and completion that will make it easier for project members to communicate with each other to reach consensus on goals, status and required changes. Risk is important aspect that has been included in the model as well to avoid failure. The research emphasised on customer involvement, top management involvement as well as team members to be among the operational factors that escalate variability levels 3 and effect project completion time and deliverables. Therefore, commitment from everyone can improve chances of success. Although the role of different project management techniques to implement projects successfully has been widely established in areas such as the planning and control of time, cost and quality; still, the distinction between the project and project management is less than precise and a little was done in investigating different levels of uncertainty and risk levels that may occur during different project phase.
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Jones, Peter. "Hospitality operations management : a systems approach to the service concept and capacity management." Thesis, University of Surrey, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.388992.

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Jouini, Oualid. "Stochastic modeling in call centers operations management." Châtenay-Malabry, Ecole centrale de Paris, 2006. http://www.theses.fr/2006ECAP1022.

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Le sujet de cette thèse porte sur le développement et l'analyse de modèles stochastiques pour l'aide à la décision dans les centres d'appels. Dans la première partrie, nous considérons un centre d'appels où tous les agents sont groupés ensemble. Nous étudions les bénéfices de la migration depuis cette configuration à celle où les agents sont organisés en pool. Chaque pool est responsable d'un portefeuille de clients. Ensuite, nous considérons un centre d'appel avec des clients impatients. Nous développons des politiques dynamiques pour l'affectation des clients aux différentes files d'attente. L'objectif est lié aux qualités de service différenciées exprimées en terme du pourcentage de clients perdus. Enfin, nous étudions un centre d'appel qui annonce les délais d'attente aux clients. Nous montrons les avantages de l'annonce des délais sur les performances du système. Dans la deuxième partie, nous considérons un processus de naissance et de mort de forme générale. Nous calculons les moments de plusieurs variables aléatoires liées aux temps de premier passage d'un état à un autre. Ensuite, nous montrons un résultat de concavité dans une d'attente avec des clients impatients. Nous montrons que la probabilité d'entrer en service est strictement croissante et concave en fonction de la taille de la file d'attente
In this thesis, we focus on various operations management issues of call centers. We derive both qualitative and quantitative results for practical management. In the first part of the thesis, we investigate the impact of team-based organizations in call centers management. We develop queueing models that show the benefits of the team-based organization in providing better performances. Next, we consider a multicall call center with impatient customers. We develop dynamic scheduling policies that assign customers to the waiting lines. We focus on differentiated service levels criteria related to the fraction of abandoning customers. Finally, we propose a call center model in which we provide information about queueing delays to customers, and we quantify its effect upon performance. In the second part of the thesis, we tackled the quantitative analysis of stochastic processes ans queueing models. First, we derive several closed-form expressions of the moments of first passage times in general birth-death processes. Second, we investigate some monotonicity properties for the probability of being served in markovian queueing systems with impatient customers
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He, Qiao-Chu. "Essays on Service Operations Systems| Incentives, Information Asymmetries and Bounded Rationalities." Thesis, University of California, Berkeley, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10189461.

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This dissertation is concerned with service operations systems with considerations of incentives, information asymmetries and bounded rationalities. Chapter 1 provides an overview of the dissertation.

In Chapter 2, motivated by the information service operations for the agricultural sectors in the developing economies, we propose a Cournot quantity competition model with price uncertainty, wherein the marketing boards of farmers' cooperatives have the options to obtain costly private information, and form information sharing coalitions. We study the social value of market information and the incentives for information sharing among farmers.

In Chapter 3, we offer a behavioral (bounded rationality) theory to explain product/technology adoption puzzle: Why superior investment goods are not widely purchased by consumers? We show that present-bias encourages procrastination, but discourages strategic consumer behavior. Advance selling is beneficial not only to the consumers as a commitment device, but also to the seller as a price discrimination instrument.

In Chapter 4, motivated by the fresh-product delivery industry, we propose a model of service operations systems in which customers are heterogeneous both in terms of their private delay sensitivity and taste preference. The service provider maximizes revenue through jointly optimal pricing strategies, steady-state scheduling rules, and probabilistic routing policies under information asymmetry. Our results guide service mechanism design using substitution strategies.

In Chapter 5, motivated by the puzzle of excessively long queue for low quality service in tourism and healthcare industries, we study the customers’ learning behaviors in the service operations systems, when they hold incorrect beliefs about the population distribution. We highlight a simple behavioral explanation for the blind ``buying frenzy'' in service systems with low quality: The customers under-estimate others' patience and are trapped in a false optimism about the service quality.

Chapter 6 concludes the dissertation with a summary of the main results and policy recommendations.

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Tejan, Sheikh. "Organizational Size's Effect Strategic Service Innovation and Strategic Service Delivery Innovation." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/6136.

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Empirical research has established that the service sector is the engine of growth in global economies. Despite the contributions of the service sector to global economies, research in service innovation has been neglected. There are still empirical research gaps especially on the predictors of strategic service delivery innovation (SSDI). The problem statement addressed in this study was that no research used the resource advantage theory to investigate the nature of the relationship between SSI and SSDI with OS as a possible moderator variable. Using resource advantage theory as the foundation, the purpose of this correlational study was to determine whether organizational size moderates the relationship between SSI and SSDI. Survey data were collected from a random sample of IT managers in the United States (n = 250), and data were analyzed using SPSS to specifically test the three hypotheses of the study. The key findings indicated that SSI was positively related to SSDI F (3, 246) = 428.153, p < 0.001 OS was positively related to SSI (t = 10.4, p < 0.001), and OS moderated the relationship between SSI and SSDI F (1, 245) = 0.005, p = 0.006. Using the conceptual framework of the R-A theory was statistically significant to investigate the relationships between the three key variables. Positive social change should be achieved when IT managers realize that strategic service innovation is positively related to strategic service innovation delivery, and is moderated by organizational size, then this information should factor into IT managers' strategic planning to positively impact social change by minimizing cost of production in service delivery to consumers. The outcome of this study was two-fold: academic significance of delivery innovation (SSDI) and managerial significance.
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Arroyo, Jill. "Job safety applying critical incident techniques to job safety for residential restaurant operations /." Menomonie, WI : University of Wisconsin--Stout, 2006. http://www.uwstout.edu/lib/thesis/2006/2006arroyoj.pdf.

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Books on the topic "Service Operations Management"

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Service operations management. Englewood Cliffs, N.J: Prentice Hall, 1995.

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Murdick, Robert G. Service operations management. Englewood Cliffs, NJ: Prentice-Hall, 1990.

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Murdick, Robert G. Service operations management. Boston: Allyn and Bacon, 1990.

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Mihaltian, Peter A. Bank operations management service. Boston: Warren, Gorham & Lamont, 1986.

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Metters, Richard. Successful service operations management. Mason, Ohio: South-Western, 2003.

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1949-, Clark Graham, and Shulver Michael, eds. Service operations management: Improving service delivery. 4th ed. Harlow, England: Pearson, 2012.

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Johnston, Robert. Service operations management: Improving service delivery. 3rd ed. Harlow, Essex, England: Financial Times/Prentice Hall, 2008.

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1949-, Clark Graham, ed. Service operations management: Improving service delivery. 3rd ed. Harlow, Essex, England: Financial Times/Prentice Hall, 2008.

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Johnston, Robert. Service operations management: Improving service delivery. 4th ed. Harlow, England: Pearson, 2012.

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Sadie, Shinkins, ed. Managing service operations. London: Sage Publications, 2006.

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Book chapters on the topic "Service Operations Management"

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Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. "Service Operations and Productivity." In Service Management, 87–104. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-52060-1_5.

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Leimeister, Jan Marco. "Service Management und Service Operations." In Dienstleistungsengineering und -management, 279–342. Berlin, Heidelberg: Springer Berlin Heidelberg, 2019. http://dx.doi.org/10.1007/978-3-662-59858-0_8.

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Helo, Petri, Angappa Gunasekaran, and Anna Rymaszewska. "Service Delivery." In SpringerBriefs in Operations Management, 43–47. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-40430-1_6.

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Behara, Ravi S., and Richard B. Chase. "Service Quality Deployment: Quality Service by Design." In Perspectives in Operations Management, 87–99. Boston, MA: Springer US, 1993. http://dx.doi.org/10.1007/978-1-4615-3166-1_5.

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Helo, Petri, Angappa Gunasekaran, and Anna Rymaszewska. "Managing Service Delivery." In SpringerBriefs in Operations Management, 49–56. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-40430-1_7.

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Helo, Petri, Angappa Gunasekaran, and Anna Rymaszewska. "Integrated Product-Service Systems." In SpringerBriefs in Operations Management, 19–25. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-40430-1_3.

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"Analysing service operations: service delivery, queuing and shift scheduling." In Operations Management, 405–28. Elsevier, 2001. http://dx.doi.org/10.1016/b978-0-7506-4995-7.50015-6.

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"Service Management." In Managing Supply Chain Operations, 231–74. WORLD SCIENTIFIC, 2017. http://dx.doi.org/10.1142/9789813108806_0006.

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"Managing Service Operations." In Strategic Operations Management, 439–82. Routledge, 2013. http://dx.doi.org/10.4324/9780203079355-19.

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Brown, Steve, John Bessant, and Fu Jia. "Managing Service Operations." In Strategic Operations Management, 103–48. Routledge, 2018. http://dx.doi.org/10.4324/9781315123370-3.

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Conference papers on the topic "Service Operations Management"

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Emna, Benzarti, Sahin Evren, and Dallery Yves. "An overview on service operations management." In 2012 9th International Conference on Service Systems and Service Management (ICSSSM 2012). IEEE, 2012. http://dx.doi.org/10.1109/icsssm.2012.6252193.

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Marques, Filipe T., Jacques P. Sauve, and Antao Moura. "Service Level Agreement Design and Service Provisioning for Outsourced Services." In 2007 Latin American Network Operations and Management Symposium, LANOMS 2007. IEEE, 2007. http://dx.doi.org/10.1109/lanoms.2007.4362465.

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Tongmee, Pimjai, and Prattana Punnakitidashem. "Impact of customer relationship management implementation on service operations management." In 2010 7th International Conference on Service Systems and Service Management (ICSSSM 2010). IEEE, 2010. http://dx.doi.org/10.1109/icsssm.2010.5530195.

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Karandikar, Harshavardhan, and Gerhard Vollmar. "In-depth Observations of Industrial Service Operations." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320554.

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Wang, Yunfeng, Ling Ma, Zhao Zhao, and Lijun He. "Management Innovation for Chinese Universities: An Operations Strategy Perspective." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320701.

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He, Xin James. "Enhancing Excel skills in teaching undergraduate Operations Management." In 2012 9th International Conference on Service Systems and Service Management (ICSSSM 2012). IEEE, 2012. http://dx.doi.org/10.1109/icsssm.2012.6252313.

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Bartolini, Claudio, and Jacques Sauve. "IT Service Management and Business-Driven IT Management." In NOMS 2008 - 2008 IEEE Network Operations and Management Symposium. IEEE, 2008. http://dx.doi.org/10.1109/noms.2008.4575108.

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Hill, D. C., M. Fairbanks, and W. Ochieng. "EGNOS Service Management Operations Aligned with User Domain Operational Needs." In Space OPS 2004 Conference. Reston, Virigina: American Institute of Aeronautics and Astronautics, 2004. http://dx.doi.org/10.2514/6.2004-494-291.

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Diao, Yixin, and Larisa Shwartz. "Modeling service variability in complex service delivery operations." In 2015 11th International Conference on Network and Service Management (CNSM). IEEE, 2015. http://dx.doi.org/10.1109/cnsm.2015.7367369.

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"SESSION FOURTEEN - SLA and Service Management." In 2004 IEEE/IFIP Network Operations and Management Symposium. IEEE, 2004. http://dx.doi.org/10.1109/noms.2004.1317762.

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Reports on the topic "Service Operations Management"

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Iyer, Ananth V., Steven R. Dunlop, Olga Senicheva, Dutt J. Thakkar, Ruier Yan, Karthikeyan Subramanian, Suraj Vasu, Gokul Siddharthan, Juily Vasandani, and Srijan Saurabh. Improve and Gain Efficiency in Winter Operations. Purdue University, 2021. http://dx.doi.org/10.5703/1288284317312.

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This report analyzes the current service level of winter operations in Indiana and explores opportunities to optimize performance. We analyze data regarding winter operations managed by INDOT and provide specific quantified estimates of opportunities to improve efficiency while also managing costs. For our exploration, we use data provided by INDOT sources, qualitative insights from interviews with INDOT personnel, literature survey data and benchmarking information, salt and supplier data analysis, and simulation. As part of our research, we developed a simulation model to visually represent the impact of alternate management of trucks for snow removal and a dashboard to understand the impact. Our analysis suggests the following: (1) opportunities exist to coordinate salt delivery by suppliers and combine local city salt purchases with INDOT’s purchases to save costs, (2) adjusting routes will reduce deadhead, (3) understanding truck maintenance and truck locations improves performance, and (4) incorporating critical locations into snow route planning will meet service thresholds. These insights provide implementable recommendation initiatives to improve winter operations performance. The simulation tool developed in this project simulates various weather events to draw insights and determine appropriate resource allocations and opportunities for improving operational efficiency. The report thus provides a quantifiable approach to winter operations that can improve the overall service level and efficiency of the process.
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Reisner, Jodie. Adaptation Workbook Case Study: Kettner Farm, Mulshoe, TX. Climate Hub, 2019. http://dx.doi.org/10.32747/2019.6875755.ch.

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The Adaptation Resources for Agriculture Workbook was jointly developed by USDA Climate Hubs and NRCS to support producers, service providers, and educators to manage climate change. The workbook helps producers consider both short-term adaptive management actions (<5 yrs) and long-range strategic plans (5 to 20 yrs, subject to farm type). This workbook pro-motes adaptation through multiple resources including a “menu” of adaptation strategies/approaches and example tactics for cropping and forages, confined livestock, grazing, orchards and small fruit and vegetable production systems. Recent efforts by USDA Climate Hub NRCS Liaisons work to increase the number of examples, and have been documented as Case Studies. These Case Studies are of producers utilizing the 5-step process in the workbook to document their management choices to ameliorate climate change impacts to their operations.
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Venäläinen, Ari, Sanna Luhtala, Mikko Laapas, Otto Hyvärinen, Hilppa Gregow, Mikko Strahlendorff, Mikko Peltoniemi, et al. Sää- ja ilmastotiedot sekä uudet palvelut auttavat metsäbiotaloutta sopeutumaan ilmastonmuutokseen. Finnish Meteorological Institute, January 2021. http://dx.doi.org/10.35614/isbn.9789523361317.

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Climate change will increase weather induced risks to forests, and thus effective adaptation measures are needed. In Säätyö project funded by the Ministry of Agriculture and Forestry, we have summarized the data that facilitate adaptation measures, developed weather and climate services that benefit forestry, and mapped what kind of new weather and climate services are needed in forestry. In addition, we have recorded key further development needs to promote adaptation. The Säätyö project developed a service product describing the harvesting conditions of trees based on the soil moisture assessment. The output includes an analysis of the current situation and a 10-day forecast. In the project we also tested the usefulness of long forecasts beyond three months. The weather forecasting service is sidelined and supplemented by another co-operation project between the Finnish Meteorological Institute and Metsäteho called HarvesterSeasons (https://harvesterseasons.com/). The HarvesterSeasons service utilizes long-term forecasts of up to 6 months to assess terrain bearing conditions. A test version of a wind damage risk tool was developed in cooperation with the Department of Forest Sciences of the University of Eastern Finland and the Finnish Meteorological Institute. It can be used to calculate the wind speeds required in a forest area for wind damage (falling trees). It is currently only suitable for researcher use. In the Säätyö project the possibility of locating the most severe wind damage areas immediately after a storm was also tested. The method is based on the spatial interpolation of wind observations. The method was used to analyze storms that caused forest damages in the summer and fall of 2020. The produced maps were considered illustrative and useful to those responsible for compiling the situational picture. The accumulation of snow on tree branches, can be modeled using weather data such as rainfall, temperature, air humidity, and wind speed. In the Säätyö project, the snow damage risk assessment model was further developed in such a way that, in addition to the accumulated snow load amount, the characteristics of the stand and the variations in terrain height were also taken into account. According to the verification performed, the importance of abiotic factors increased under extreme snow load conditions (winter 2017-2018). In ordinary winters, the importance of biotic factors was emphasized. According to the comparison, the actual snow damage could be explained well with the tested model. In the interviews and workshop, the uses of information products, their benefits, the conditions for their introduction and development opportunities were mapped. According to the results, diverse uses and benefits of information products and services were seen. Information products would make it possible to develop proactive forest management, which would reduce the economic costs caused by wind and snow damages. A more up-to-date understanding of harvesting conditions, enabled by information products, would enhance the implementation of harvesting and harvesting operations and the management of timber stocks, as well as reduce terrain, trunk and root damage. According to the study, the introduction of information is particularly affected by the availability of timeliness. Although the interviewees were not currently willing to pay for the information products developed in the project, the interviews highlighted several suggestions for the development of information products, which could make it possible to commercialize them.
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Taher, Raya, Farah Abu Safe, and Jean-Patrick Perrin. Not In My Backyard: The impact of waste disposal sites on communities in Jordan. Oxfam, July 2021. http://dx.doi.org/10.21201/2021.7734.

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Waste disposal sites across Jordan pose serious risks to the environment and to public health if not managed safely. Municipal waste decomposing in open landfills also takes an environmental and socio-economic toll on neighbouring communities. While the Government of Jordan is planning to reduce the number of operational landfills and improve waste management services, persistent issues associated with unsustainable waste practices and their associated effects on the wellbeing of surrounding communities and the environment need to be addressed. Guaranteeing a sustainable waste management scheme for communities in Jordan should include increased consideration of the long-term effects that waste disposal sites have on neighbouring communities.
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Aalto, Juha, and Ari Venäläinen, eds. Climate change and forest management affect forest fire risk in Fennoscandia. Finnish Meteorological Institute, June 2021. http://dx.doi.org/10.35614/isbn.9789523361355.

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Forest and wildland fires are a natural part of ecosystems worldwide, but large fires in particular can cause societal, economic and ecological disruption. Fires are an important source of greenhouse gases and black carbon that can further amplify and accelerate climate change. In recent years, large forest fires in Sweden demonstrate that the issue should also be considered in other parts of Fennoscandia. This final report of the project “Forest fires in Fennoscandia under changing climate and forest cover (IBA ForestFires)” funded by the Ministry for Foreign Affairs of Finland, synthesises current knowledge of the occurrence, monitoring, modelling and suppression of forest fires in Fennoscandia. The report also focuses on elaborating the role of forest fires as a source of black carbon (BC) emissions over the Arctic and discussing the importance of international collaboration in tackling forest fires. The report explains the factors regulating fire ignition, spread and intensity in Fennoscandian conditions. It highlights that the climate in Fennoscandia is characterised by large inter-annual variability, which is reflected in forest fire risk. Here, the majority of forest fires are caused by human activities such as careless handling of fire and ignitions related to forest harvesting. In addition to weather and climate, fuel characteristics in forests influence fire ignition, intensity and spread. In the report, long-term fire statistics are presented for Finland, Sweden and the Republic of Karelia. The statistics indicate that the amount of annually burnt forest has decreased in Fennoscandia. However, with the exception of recent large fires in Sweden, during the past 25 years the annually burnt area and number of fires have been fairly stable, which is mainly due to effective fire mitigation. Land surface models were used to investigate how climate change and forest management can influence forest fires in the future. The simulations were conducted using different regional climate models and greenhouse gas emission scenarios. Simulations, extending to 2100, indicate that forest fire risk is likely to increase over the coming decades. The report also highlights that globally, forest fires are a significant source of BC in the Arctic, having adverse health effects and further amplifying climate warming. However, simulations made using an atmospheric dispersion model indicate that the impact of forest fires in Fennoscandia on the environment and air quality is relatively minor and highly seasonal. Efficient forest fire mitigation requires the development of forest fire detection tools including satellites and drones, high spatial resolution modelling of fire risk and fire spreading that account for detailed terrain and weather information. Moreover, increasing the general preparedness and operational efficiency of firefighting is highly important. Forest fires are a large challenge requiring multidisciplinary research and close cooperation between the various administrative operators, e.g. rescue services, weather services, forest organisations and forest owners is required at both the national and international level.
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Pastor, Patrick R. A GPS (Global Positioning System) Information and Data System for the Civil Community. Volume 3. Interface Control Document for the Civil GPS Service Interface to the OPSCAP (Operational, Status, and Capability) Reporting and Management System. Fort Belvoir, VA: Defense Technical Information Center, March 1988. http://dx.doi.org/10.21236/ada196303.

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Bowles, David, Michael Williams, Hope Dodd, Lloyd Morrison, Janice Hinsey, Tyler Cribbs, Gareth Rowell, Michael DeBacker, Jennifer Haack-Gaynor, and Jeffrey Williams. Protocol for monitoring aquatic invertebrates of small streams in the Heartland Inventory & Monitoring Network: Version 2.1. National Park Service, April 2021. http://dx.doi.org/10.36967/nrr-2284622.

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The Heartland Inventory and Monitoring Network (HTLN) is a component of the National Park Service’s (NPS) strategy to improve park management through greater reliance on scientific information. The purposes of this program are to design and implement long-term ecological monitoring and provide information for park managers to evaluate the integrity of park ecosystems and better understand ecosystem processes. Concerns over declining surface water quality have led to the development of various monitoring approaches to assess stream water quality. Freshwater streams in network parks are threatened by numerous stressors, most of which originate outside park boundaries. Stream condition and ecosystem health are dependent on processes occurring in the entire watershed as well as riparian and floodplain areas; therefore, they cannot be manipulated independently of this interrelationship. Land use activities—such as timber management, landfills, grazing, confined animal feeding operations, urbanization, stream channelization, removal of riparian vegetation and gravel, and mineral and metals mining—threaten stream quality. Accordingly, the framework for this aquatic monitoring is directed towards maintaining the ecological integrity of the streams in those parks. Invertebrates are an important tool for understanding and detecting changes in ecosystem integrity, and they can be used to reflect cumulative impacts that cannot otherwise be detected through traditional water quality monitoring. The broad diversity of invertebrate species occurring in aquatic systems similarly demonstrates a broad range of responses to different environmental stressors. Benthic invertebrates are sensitive to the wide variety of impacts that influence Ozark streams. Benthic invertebrate community structure can be quantified to reflect stream integrity in several ways, including the absence of pollution sensitive taxa, dominance by a particular taxon combined with low overall taxa richness, or appreciable shifts in community composition relative to reference condition. Furthermore, changes in the diversity and community structure of benthic invertebrates are relatively simple to communicate to resource managers and the public. To assess the natural and anthropo-genic processes influencing invertebrate communities, this protocol has been designed to incorporate the spatial relationship of benthic invertebrates with their local habitat including substrate size and embeddedness, and water quality parameters (temperature, dissolved oxygen, pH, specific conductance, and turbidity). Rigid quality control and quality assurance are used to ensure maximum data integrity. Detailed standard operating procedures (SOPs) and supporting information are associated with this protocol.
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Yan, Yujie, and Jerome F. Hajjar. Automated Damage Assessment and Structural Modeling of Bridges with Visual Sensing Technology. Northeastern University, May 2021. http://dx.doi.org/10.17760/d20410114.

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Recent advances in visual sensing technology have gained much attention in the field of bridge inspection and management. Coupled with advanced robotic systems, state-of-the-art visual sensors can be used to obtain accurate documentation of bridges without the need for any special equipment or traffic closure. The captured visual sensor data can be post-processed to gather meaningful information for the bridge structures and hence to support bridge inspection and management. However, state-of-the-practice data postprocessing approaches require substantial manual operations, which can be time-consuming and expensive. The main objective of this study is to develop methods and algorithms to automate the post-processing of the visual sensor data towards the extraction of three main categories of information: 1) object information such as object identity, shapes, and spatial relationships - a novel heuristic-based method is proposed to automate the detection and recognition of main structural elements of steel girder bridges in both terrestrial and unmanned aerial vehicle (UAV)-based laser scanning data. Domain knowledge on the geometric and topological constraints of the structural elements is modeled and utilized as heuristics to guide the search as well as to reject erroneous detection results. 2) structural damage information, such as damage locations and quantities - to support the assessment of damage associated with small deformations, an advanced crack assessment method is proposed to enable automated detection and quantification of concrete cracks in critical structural elements based on UAV-based visual sensor data. In terms of damage associated with large deformations, based on the surface normal-based method proposed in Guldur et al. (2014), a new algorithm is developed to enhance the robustness of damage assessment for structural elements with curved surfaces. 3) three-dimensional volumetric models - the object information extracted from the laser scanning data is exploited to create a complete geometric representation for each structural element. In addition, mesh generation algorithms are developed to automatically convert the geometric representations into conformal all-hexahedron finite element meshes, which can be finally assembled to create a finite element model of the entire bridge. To validate the effectiveness of the developed methods and algorithms, several field data collections have been conducted to collect both the visual sensor data and the physical measurements from experimental specimens and in-service bridges. The data were collected using both terrestrial laser scanners combined with images, and laser scanners and cameras mounted to unmanned aerial vehicles.
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Innovative Solutions to Human-Wildlife Conflicts: National Wildlife Research Center Accomplishments, 2007. U.S. Department of Agriculture, Animal and Plant Health Inspection Service, January 2008. http://dx.doi.org/10.32747/2008.7206794.aphis.

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The National Wildlife Research Center (NWRC) is a world leader in providing science-based solutions to complex issues of wildlife damage management. As the research arm of Wildlife Services (WS) program within the U.S. Department of Agriculture's (USDA) Animal and Plant Health Inspection Service, NWRC work with WS operational staff to provide Federal leadership and expertise to resolve wildlife conflicts related to agriculture, livestock, human health and safety (including wildlife diseases), invasive species, and threatened and endangered species. NWRC is committed to finding nonlethal solutions to reduce wildlife damage to agricultural crops, aquaculture, and natural resources. As part of WS' strategic plan to improve the coexistence of people and wildlife, NWRC has identified four strategic program goals: (1) developing methods, (2) providing wildlife services, (3) valuing and investing in people, and (4) enhancing information and communication. WS is dedicated to helping meet the wildlife damage management needs of the United States by building on NWRC's strengths in these four key areas. This annual research highlights report is structured around these programs goals.
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Pacific Transport Sector Assessment, Strategy, and Road Map 2021–2025. Asian Development Bank, July 2021. http://dx.doi.org/10.22617/sgp210255-2.

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This publication highlights key transport issues in the Pacific developing member countries of the Asian Development Bank (ADB) and sets out ADB’s planned 2021–2025 transport sector operations in the region. These operations, based on domestic and regional sector priorities and ADB’s Strategy 2030, aim to help countries prepare for and respond to shocks, deliver sustainable services, and promote inclusive growth. The publication covers maritime, land, and urban transport; aviation; and intermodal connectivity. It discusses climate change adaptation and disaster risk management, regional cooperation and integration, institutional capacity, gender equality, land ownership, and procurement. It is linked to ADB’s Pacific Approach strategy document.
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