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Service Outsourcing: Capacity, Quality and Correlated Costs

机译：服务外包：容量，质量和相关成本

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摘要

This paper studies how to design service outsourcing contracts to ensure fast, quality services from an independent service provider. The outsourcer does not have perfect information about the service provider's capacity cost (i.e., cost of providing fast service) and quality cost (i.e., cost of achieving a high quality level). Moreover, the two unknown costs may be positively, or negatively, correlated with each other. We solve for the outsourcer's optimal outsourcing contract, and show that the structure of the optimal contract depends on the relationship between the costs. Specifically, we highlight the following observations when the two costs are negatively correlated: First, under certain conditions, the outsourcer may be able to squeeze the supplier's profit (information rent) to zero for an intermediate range of cost realizations; second, it is possible that the service supply chain is coordinated by using the outsourcer's optimal contract. We then examine the performance of two classes of commonly observed contracts that are relatively simple to implement. It has been found that these simple contracts generally perform well when the costs are positively correlated, but they could perform much worse when the costs are negatively correlated. Our results therefore caution outsourcing companies that the potential trade-off between capacity cost and quality cost may require a careful design of outsourcing contracts.
机译：本文研究如何设计服务外包合同，以确保独立服务提供商提供快速，优质的服务。外包商没有关于服务提供商的能力成本（即提供快速服务的成本）和质量成本（即达到高质量水平的成本）的完美信息。而且，这两个未知成本可以正相关或负相关。我们解决了外包商的最优外包合同，并证明了最优合同的结构取决于成本之间的关系。具体来说，当两个成本呈负相关时，我们着重指出以下几点：首先，在某些条件下，外包商可以在中间成本实现范围内将供应商的利润（信息租金）压缩为零。其次，有可能通过使用外包商的最佳合同来协调服务供应链。然后，我们检查了相对容易实现的两类通常观察到的合同的绩效。已经发现，当成本呈正相关时，这些简单的合同通常表现良好，但是当成本呈负相关时，它们可能会表现得更差。因此，我们的结果提醒外包公司，在容量成本和质量成本之间的潜在权衡可能需要仔细设计外包合同。

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