chapter  5
16 Pages

- Software for Solving Real Service-Management Problems

WithElena Pérez-Bernabeu, Horia Demian, Miguel Angel Sellés, María Madela Abrudan

For both self-contained services and product-relating and product-supporting services, quality is essential for the offered services to be successful.

CONTENTS

5.1 Introduction ................................................................................................ 109 5.2 Decision-Making Tools (DMTs) ............................................................... 110 5.3 Decision-Making Tools Software (DMTS) ............................................. 111 5.4 Service Sector Analysis ............................................................................. 112

5.4.1 DMTS Implementation in Hospitals ........................................... 112 5.4.2 DMTS Implementation in Banks ................................................. 113 5.4.3 DMTS Implementation in Other Services .................................. 114 5.4.4 Analysis of Commercial DMTS for the Service Sector ............. 115

5.5 Monte Carlo Simulation ............................................................................ 116 5.6 SAS ............................................................................................................... 116 5.7 Risk Solver Platform .................................................................................. 117 5.8 DecisionTools Suite Platform ................................................................... 119 5.9 Conclusions ................................................................................................. 122 References ............................................................................................................. 122

However, as a study has shown, more than 40% of the services introduced into the market failed to survive (Cooper and Edgett 1999). There are two main factors behind this high failure rate:

• The spontaneous and unsystematic procedure for service development • Lack of service-speci…c methods and tools

Given this background and its complexity, the main question is how to develop service ef…ciently to ensure high-quality service processes. Consequently, the development process for services needs to be systemized or standardized in the same way as for physical products. Decision-making tools (DMTs) are very important in this context.