| Abstract:
Service Delivery, the operational process of fulfilling the terms of a service contract, is a major part of the IT and IT-enabled services sector in India. Service providers typically set up service delivery "centers", which are complex collections of resources and processes that interact to fulfill the terms of the contract, with the goal of maximizing customer satisfaction and other metrics. In this talk, I will give a brief overview of the operation of a typical service delivery center, and point out several challenges and opportunities for applying analytical techniques to improve the effectiveness and efficiency of service delivery.
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