I this paper, we examine contracts to coordinate the capacity decision of a vendor who has been hired by a client to provide call center support. We consider a variety of contracts, all based on our observations of contracts used by one large vendor. We examine the role of different contract features such as pay-per-time, payper-call, service-level agreements, and constraints on service rates a...

Existing studies on information technology outsourcing relationships have typically examined partnership factors that influence IT outsourcing effectiveness. This research extends such studies and draws upon relational exchange theory to investigate how relational elements in service level agreements (SLAs) may impact outsourcing relationships. The results show that the effects of a well-struct...

NP refernts 3. Responsibility to the society is the cornerstone ____ this well designed theory.4. Unlimited freedom is the most important point ____ this long discussion.7. Broad education is the largest incepita .____ this famous institution.

In this paper we use the stochastic limit approach (SLA) in order to analyze some generalized versions of the open BCS model first introduced by Buffet and Martin and recently analyzed by the author using the SLA. In particular, considering different models, we discuss the role of a second reservoir interacting with the first one (but not with the system) in the computation of the critical temp...

A supplier stocking goods for delivery to a retailer may face a finite-horizon service-level agreement. In this context, the service-level agreement is a commitment by a supplier to achieve a minimum fill rate over a specified time horizon. This kind of service level agreement is an important, but under-studied coordination mechanism. We focus on the impact of two contract parameters, the lengt...

This paper proposes a policy adjuster-driven Grid workflow management system for collaborative healthcare platform, which supports collaborative heart disease diagnosis applications. To select policies according to service level agreement of users and dynamic resource status, we devised a policy adjuster to handle workflow management polices and resource management policies using policy decisio...

Many organizations implement information technology (IT) service management practices to improve IT operations as it contributes to organizational performance. When outsourcing an IT service such as help desk support for customers, the organization may some of its ability to manage the relationship and ensure effective services are provided to the organization and customers. This paper presents...

During my many years in IT, the IT/customer relationship in the companies I worked in could best be described as adversarial. Thus began my interest in service level agreements (SLAs), which became a key component of the training and consulting business I subsequently formed to help organizations manage customer expectations. I have now delivered SLA seminars and consulting services internation...