The value of an information system for service networks

A comparative analysis of various information systems and their corresponding dispatching policies for service networks is presented in this paper. Three information systems are examined 1. (1) Stationary Information System, where only stationary servers at their home locations may be connected to the dispatching center 2. (2) Check-in Information System, where each network node is connected to the center (e.g., designated “call-in” telephone boxes) 3. (3) Real-time Information System, where each server can continuously communicate with the center and consequently be dispatched (e.g., via radio). The latter two systems enable a dispatching policy in which the dispatcher may opt to assign a moving server to a new service request, rather than utilizing only the idle servers. The case when one server is moving while the others are stationary is quantitatively formulated and analysed. The analysis terminates as soon as one of the servers is dispatched. The implications of various information systems and policies are measured mainly by the expected response time to a service request, but the variance of response time is also considered. The gross benefits are calculated for a particular example. Net Profits, Cost-Benefit and Cost-Effectiveness Analyses are the suggested approaches to net economic benefits comparisons of alternative systems, depending on systems' characteristics.