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Customer-centric optimal resource reconfiguration for service outlets

机译：服务网点以客户为中心的最佳资源重新配置

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摘要

How to optimally configure its service resources is always a key for the service providers to improve efficiency and quality of service. Fail to optimize service capability often causes long queues in many on-site service outlets, for example, retail stores, bank branches or government agencies. A first step to do service capability configuration is to identify and understand customer demand and preference. In previous research, these metrics are often obtained by general high-level (e.g. city level or district level) surveys which are not detailed enough for modeling specific customer experience at a given site. Further more, customer satisfaction is not considered as a key objective compared to cost and profit, which often leads to decisions that do not accommodate customer experiences adequately. A deep understanding of customer behavior will greatly help service providers achieve the commercial transformation from product-centric to customer-centric and enhance their market share and competitive strength. In this paper, we propose a customer-centric service resource reconfiguration method which identifies customer demand and preference from internal historical transaction data. Agent simulation is adopted to model the stochastic service processes and customer behavior in optimizing service resources.
机译：如何最佳地配置其服务资源始终是服务提供商提高服务效率和服务质量的关键。未能优化服务功能通常会在许多现场服务网点中导致长队列，例如零售商店，银行分支机构或政府机构。服务能力配置的第一步是识别和理解客户需求和偏好。在以前的研究中，这些指标通常通过一般高级（例如城市级或地区级）调查来获得，这不足以提供在给定站点的特定客户体验中的建模。此外，与成本和利润相比，客户满意度不被视为关键目标，这通常导致不充分容纳客户体验的决策。深入了解客户行为将极大地帮助服务提供商从以产品为中心的以客户为中心，增强他们的市场份额和竞争力。在本文中，我们提出了一种以客户为中心的服务资源重新配置方法，其识别客户需求和偏好的内部历史事务数据。采用代理仿真来在优化服务资源方面模拟随机服务流程和客户行为。

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