How the environment influences success: Using data mining and systems thinking in service network reengineering

Alexandra Medina-Borja, Kalyan Sunder Pasupathy

Research output: Contribution to conferencePaper

Abstract

Service organizations are increasingly undergoing reengineering initiatives. Organizations composed of a network of service points attempt to find the most cost-effective configuration reaching optimal market coverage. Under this paradigm, closing facilities while trying to balance revenue streams and costs can bring unforeseen consequences. Uncovering the potential consequences of these alternative interventions with a systems approach is essential. We advocate that the necessary knowledge to make informed restructuring decisions resides in the data. We use a nonparametric predictive methodology to uncover significant variable relationships to inform restructuring. We discuss an application of system dynamics to explore restructuring decisions at the American Red Cross.

Original languageEnglish (US)
StatePublished - Dec 1 2006
Event2006 IIE Annual Conference and Exposition - Orlando, FL, United States
Duration: May 20 2006May 24 2006

Other

Other2006 IIE Annual Conference and Exposition
CountryUnited States
CityOrlando, FL
Period5/20/065/24/06

Keywords

  • CHAID
  • Restructuring
  • Service delivery network
  • Systems dynamics
  • Systems thinking

ASJC Scopus subject areas

  • Industrial and Manufacturing Engineering

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    Medina-Borja, A., & Pasupathy, K. S. (2006). How the environment influences success: Using data mining and systems thinking in service network reengineering. Paper presented at 2006 IIE Annual Conference and Exposition, Orlando, FL, United States.