Throbbing between two lives: Resource pooling in service supply chains

K.E. van Oorschot, Yan Wang, Henk Akkermans

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

110 Downloads (Pure)


Resource pooling is known to benefit performance through reduced congestion, but primarily in settings with homogenous demand. In settings where demand is heterogeneous, pooling can be counter effective. The effects of pooling of staff when demand is heterogeneous and dependent are not known. We present a simulation model based on a service supply chain that delivers Interactive TV to customers. Customers expect high performance in terms of innovativeness and reliability. Based on the results of simulation analysis, we find that when target innovativeness of the service is increased, pooling outperforms not pooling, but the delays that are involved with pooling will make the system and hence its performance unstable. Stable and high performance can be realized through "unbalanced" hiring. This means that a target performance increase in the upstream stage of the chain (innovation), is accompanied by hiring staff in the downstream stages of the chain (QA and operation).
Original languageEnglish
Title of host publicationProceedings of the 51st Hawaii International Conference on System Sciences (HICSS 2018)
Place of PublicationHonolulu
PublisherCurran Associates, Inc.
Number of pages10
ISBN (Print)9781510856554
Publication statusPublished - Jan 2018
Event51st Hawaii International Conference on System Sciences - Waikoloa Village, United States
Duration: 2 Jan 20186 Jan 2018


Conference51st Hawaii International Conference on System Sciences
Abbreviated titleHICSS 2018
Country/TerritoryUnited States
CityWaikoloa Village


Dive into the research topics of 'Throbbing between two lives: Resource pooling in service supply chains'. Together they form a unique fingerprint.

Cite this