DOI: 10.24251/hicss.2018.137
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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 ana…

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