Title: Performance modelling of service businesses

Authors: Barbara Jones, Ying Tat Leung, Suresh Muthulingam, Sunil Noronha, Jorge Sanz

Addresses: IBM Research Division, Almaden Research Center, 650 Harry Road, San Jose, CA 95120, USA. ' IBM Research Division, Almaden Research Center, 650 Harry Road, San Jose, CA 95120, USA. ' UCLA Anderson School of Management, PO Box 951481, Los Angeles, CA 90095, USA. ' Yahoo! Inc., 2821 Mission College Boulevard, Santa Clara, CA 95054, USA. ' IBM Research Division, Almaden Research Center, 650 Harry Road, San Jose, CA 95120, USA

Abstract: Business performance continues to be one of the principal subjects in enterprise operations. The evolution of the service economy brings renewed interest to the field of performance modelling. Senior managerial decision makers constantly seek to improve the performance of an organisation. Key areas of interest are what aspects of the business are important for successful performance, and how best to control them, e.g. what investments, resource allocations and other actions must they take to maximise business performance. Our ultimate goal is to develop quantitative models and associated methods or tools that will help high-level managers of services businesses improve their performance. We believe that most organisations could improve their understanding of what drives their performance by following a more rigorous methodology. In this paper, we explore the possibility of modelling performance through learning from a number of diverse technical areas and insights from decision makers of an existing service business.

Keywords: service science; performance analysis; business performance modelling; enterprise management; services.

DOI: 10.1504/IJSOI.2009.021746

International Journal of Services Operations and Informatics, 2009 Vol.4 No.1, pp.76 - 96

Available online: 01 Dec 2008 *

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