Service Operations Research Articles

RPA Demystified: How Software Robots are Revolutionizing Customer Service

Robotic Process Automation (RPA) is revolutionizing customer service by introducing software robots capable of handling repetitive tasks with unprecedented efficiency and accuracy. This article explores the transformative impact of RPA on customer service operations, drawing parallels with everyday automation experiences to demystify the technology. Through case studies and empirical evidence, we examine how RPA streamlines processes such as data entry, ticket routing, and customer data retrieval, leading to significant improvements in operational efficiency and customer satisfaction. The article addresses common misconceptions about RPA, emphasizing its role as a complement to human workers rather than a replacement. We analyze the synergy between RPA and human customer service representatives, highlighting increased employee productivity and job satisfaction. The article also delves into the future prospects of RPA in customer service, including emerging trends like cognitive RPA, while discussing potential obstacles to widespread adoption and strategies for successful implementation. By presenting a comprehensive overview of RPA's capabilities, benefits, and challenges in the customer service domain, this article provides valuable insights for organizations seeking to enhance their customer service operations through automation.

Electro-Optical Relative Navigation for Inspection and Rendezvous in the SpEye Mission

The execution of autonomous in-orbit servicing operations is expected to play a crucial role to preserve and enhance satellites’ performance, as well as to ensure a sustainable use of outer space. In this respect, several research efforts are dedicated to addressing the technological challenges that characterize the development of an autonomous guidance, navigation, and control system. In this framework, the Space Eye (SpEye) mission, funded by the Italian Space Agency, aims to demonstrate safe and inexpensive on-orbit inspection of a target satellite using a CubeSat-based free-flying nanosatellite. This paper, which stems from the phase A mission study, describes the high-level architectural design of its electro-optical-based relative navigation subsystem, employing multisensor algorithmic approaches based on the combination of visual, laser, and Differential Global Navigation Satellite System measurements. A dedicated environment is developed for the simulation of measurements from the relative navigation suite (including a synthetic image generator), allowing a preliminary performance assessment of the proposed algorithmic approaches.

Enhancing Customer Experience with Generative AI in Financial Services Contact Centers

This article explores the transformative impact of Generative Artificial Intelligence (Gen AI) on customer service operations in financial services contact centers. Through a comprehensive case study approach, we examine the implementation of a Gen AI system designed to handle complex financial queries, provide personalized guidance, and ensure regulatory compliance. The article investigates the system's architecture, key features, and integration with existing infrastructure, while analyzing its performance across critical metrics such as First-Call Resolution rates, call handling times, customer satisfaction scores, and operational costs. Our article reveals significant improvements in these areas, with FCR rates increasing by 50%, call handling times decreasing by 40%, and customer satisfaction scores improving by 45%. The article also addresses the challenges and ethical considerations associated with AI-driven customer service in the financial sector, including data privacy, algorithmic bias, and the need for transparency. By providing a detailed analysis of both quantitative improvements and qualitative benefits, this article offers valuable insights for financial institutions considering the adoption of Gen AI technologies to enhance their customer service capabilities and maintain competitiveness in an increasingly digital financial landscape.

Effective Machine Learning Techniques for Dealing with Poor Credit Data

Credit risk is a crucial component of daily financial services operations; it measures the likelihood that a borrower will default on a loan, incurring an economic loss. By analysing historical data for assessment of the creditworthiness of a borrower, lenders can reduce credit risk. Data are vital at the core of the credit decision-making processes. Decision-making depends heavily on accurate, complete data, and failure to harness high-quality data would impact credit lenders when assessing the loan applicants’ risk profiles. In this paper, an empirical comparison of the robustness of seven machine learning algorithms to credit risk, namely support vector machines (SVMs), naïve base, decision trees (DT), random forest (RF), gradient boosting (GB), K-nearest neighbour (K-NN), and logistic regression (LR), is carried out using the Lending Club credit data from Kaggle. This task uses seven performance measures, including the F1 Score (recall, accuracy, and precision), ROC-AUC, and HL and MCC metrics. Then, the harnessing of generative adversarial networks (GANs) simulation to enhance the robustness of the single machine learning classifiers for predicting credit risk is proposed. The results show that when GANs imputation is incorporated, the decision tree is the best-performing classifier with an accuracy rate of 93.01%, followed by random forest (92.92%), gradient boosting (92.33%), support vector machine (90.83%), logistic regression (90.76%), and naïve Bayes (89.29%), respectively. The classifier is the worst-performing method with a k-NN (88.68%) accuracy rate. Subsequently, when GANs are optimised, the accuracy rate of the naïve Bayes classifier improves significantly to (90%) accuracy rate. Additionally, the average error rate for these classifiers is over 9%, which implies that the estimates are not far from the actual values. In summary, most individual classifiers are more robust to missing data when GANs are used as an imputation technique. The differences in performance of all seven machine learning algorithms are significant at the 95% level.

Valuing ecosystem services of community gardens in developing countries: a case study of Dezful City in Iran

Allotment (AGs) and community gardens (CGs) are types of urban gardens that provide diverse ecosystem services (ESs) such as climate regulation, beautiful landscapes, biodiversity and food security. Despite this, there are no AGs or CGs in many developing countries such as Iran. One of the main reasons for the lack of development of CGs in developing countries is the lack of proper understanding by policy-makers and citizens regarding the economic value of the ESs provided and the lack of disclosure of the benefits of its construction in urban areas. The purpose of this study is to analyse the preferences of citizens, to examine the existence of a potential market, to estimate the willingness to pay (WTP) for the creation and operation of CG services and to investigate the factors affecting residents’ WTP in Dezful, Iran. For this purpose, a choice experiment, based on the stated preferences valuation approach, was applied through interviews with 170 respondents living in Dezful urban area. The data were collected during the autumn of 2022 and analysed using conditional logit model. The results indicated that the responding citizens are willing to pay 4.57 USD per month to create CG and operate its ESs in Dezful. Amongst the attributes and ESs of the community garden, citizens valued cultural services the most, followed by provisioning services. In addition, the variables “age”, “being native”, “education”, “household expenditure level” and “awareness and recognition of CG ecosystem services” had a significant effect on WTP. According to the results, it is suggested to follow the policy of creating CGs with the participation of citizens instead of focusing only on the creation of urban green space with a government budget and heavy financial burden. CGs, while providing diverse ESs, can generate sustainable incomes for municipalities and accelerate the movement toward sustainable urban development.

Maximising Synergy: The Benefits of a Joint Implementation of Knowledge Management and Artificial Intelligence System Standards

Implementing management systems in organisations of all types and sizes often raises the following question: “What benefits will this bring?” Initial resistance and criticism are common as potential challenges are identified during the implementation process. To address this, it is essential to highlight the advantages of these systems and engage stakeholders in supporting management efforts. While the planning, implementation, use, maintenance, auditing, and improvement of management systems are generally voluntary, certification is frequently driven by external factors, particularly customer demands. Employees also stand to gain significantly, with knowledge and information serving as valuable resources, especially for leveraging artificial intelligence. This article explores the management’s readiness to adopt and fully utilise two management systems based on international standards: the ISO 30401 Knowledge management system (KMS) and the ISO/IEC 42001 Artificial intelligence management system (AIMS). Through interviews, we assess the challenges and solutions associated with implementing these systems, whether planned or partially adopted. The findings illustrate the synergistic benefits of integrating the KMS and AIMS, demonstrating how their combined use can enhance Integrated Management Systems (IMSs). Such integration supports comprehensive planning, operation, and performance evaluation of processes and services while also promoting continuous improvement.

French national helpline “stop” for minor-attracted persons: First findings

ObjectivesPreventing minor-attracted persons from acting on their impulses is a significant public health concern. To address this, the STOP telephone helpline was established nationwide in France in January 2021. This service acts as a bridge, connecting callers with their nearest CRIAVS (resource centers for professionals working with sex offenders) where they can speak with a healthcare professional who can guide them toward appropriate care if needed. Our study is a detailed look at the STOP service's activity from January 1st, 2021, to December 31st, 2022, covering a span of 24 months. MethodWe developed a structured approach to collecting data for analysis. Data were extracted from the centralized database of the STOP service, allowing for the collection of quantitative variables and qualitative variables. ResultsOver the study period, there were 5442 calls made to the service. After filtering out calls that were unsuccessful or too short (mostly under 5minutes), we analyzed 369 records. Among these, 79.1% were first-time callers, with 73.3% of them admitting to being attracted to children, a group which predominantly consisted of men. Notably, 46.7% of callers expressing an attraction to children were referred to further care. In total, 72.6% of callers learned about the service through media channels. ConclusionAnalysis revealed that the STOP service was primarily utilized by the intended audience–minor-attracted persons. The gradual decline in call volume over time and the reliance on media for awareness highlight the importance of widespread publicity. The findings from our study, spanning twenty-four months of the STOP service's operation, highlight the value of having such a platform available to facilitate access to mental health support for minor-attracted persons. They emphasize the need for increased communication efforts to promote the STOP service and call for further data analysis to enhance its effectiveness.

Penerapan Permen PANRB 29/2022 dalam Penilaian Kinerja Pelayanan Publik di Kecamatan Rungkut Kota Surabaya

Rungkut District is one of the public service units with the lowest community satisfaction index in Surabaya City District in 2023. So monitoring and evaluation needs to be carried out in order to get recommendations and improvements. The aim of this research is to assess the performance of public services based on the regulations of the Minister for Administrative Reform and Bureaucratic Reform (PermenPAN RB) Number 29 of 2022. The research method used is descriptive qualitative research with a content analysis approach. Data collection techniques through observation, documentation and assessment follow the format of PermenPAN RB 29/2022 with form-02 calculations as the evaluator. The results of the research show that the performance of public services in Rungkut District is good but with caveats. Because it can be seen from the service policy aspect that the availability of standard information and service announcements is an obligation of service providers; aspects of HR professionalism, namely service implementers who are responsive and implement a culture of service implementers; aspects of facilities and infrastructure, namely the availability of facilities and infrastructure supporting services; aspects of public service information systems to inform and support service operations so that they become known to the public; the complaint consultation aspect, namely the availability of a special place for consultation and complaints to provide information and complaints to the public; The existence of public service innovation makes it easier to provide online licensing services. Suggestions from researchers need to increase the media for publishing service information and providing infrastructure for disability groups.

Brief Considerations Regarding the Competence of the Central Authorities in Matters of Filiation, in the Context of the Proposal for a Council Regulation on the Creation of a European Certificate of Parenthood

The study aims to present and analyse the competence of the central authorities in the matter of filiation according to the Proposal for a Council Regulation on jurisdiction, applicable law, recognition of decisions and acceptance of authentic instruments in matters of parenthood and on the creation of a European Certificate of Parenthood and according to the regulations in Romanian law such as: Civil Code, Law no. 119/1996 regarding civil status documents, Government Ordinance no. 84/2001 regarding the establishment and operation of community public services for the registration of persons. The authors present due clarifications regarding the dichotomy of the provisions of Romanian law (Romanian private international law, civil law and the regulations from the normative acts stipulated in the paragraph above) and the correspondence with the Council's Proposal for a regulation on filiation, noting the competence, the applicable law, respectively the recognition. Next, the paper will present the competent authorities from the perspective of the proposed Regulation and Romanian law. In conclusion, the authors will present de lege ferenda what changes would be made to the provisions of Romanian law by adopting the Proposal for a Regulation of the Council regarding jurisdiction, the applicable law, the recognition of court decisions and the acceptance of authentic documents in matters of filiation and regarding the creation of a European certificate of filiation considering that there will be rules of immediate application. Keywords: Central authorities; Child; Filiation; Parents; Private international law; Romanian law.

Job satisfaction and career plans among Irish radiography services managers and clinical specialist radiographers

IntroductionRadiography Service Managers (RSMs) and Clinical Specialist Radiographers (CSRs) play a pivotal role in the overall provision and seamless operation of the diagnostic imaging services provided to patients. The essential role played by these professionals makes it important to consider both job satisfaction and career plans amongst this cohort as both these variables are inextricably linked with the quality of care provided to patients and the occupational performance of staff. This study explored the job satisfaction and career plans of RSMs and CSRs. MethodA well-established, validated, questionnaire-based job satisfaction assessment tool, the Job Satisfaction Survey (JSS), was used to provide data relating to 36 statements across nine subscales related to job satisfaction in healthcare. Additionally, there were four open-ended questions which provided participants the opportunity to provide input related to career plans. An email link with access to the electronic survey was circulated to the National RSMs Group who further distributed the survey to other RSMs and all CSRs at their respective clinical sites. The collected data was analysed in Excel with the data analysis add-in to assess statistical significance. ResultsThe findings of this study demonstrated predominately ‘ambivalent’ opinions among CSRs and RSMs, with regard to job satisfaction. Areas of highest satisfaction amongst both cohorts included ‘Nature of work’, ‘Co-workers’, and ‘Supervision’, while areas of dissatisfaction included ‘Pay’, unclear systems of ‘Contingent Rewards’, and ‘Operating Conditions’. ConclusionThis study highlighted areas where measures could be explored to increase job satisfaction and encourage the retention of both RSMs and CSRs in diagnostic imaging departments. Implications for practiceThe enhancement of job satisfaction at management levels should translate through to other grades of radiographers, impacting the overall quality of patient care and professional well-being in the department.

Fund Allocation and Budget Utilization Rate in Relation to SUC Leveling Performance

In the academe, the realization of desired educational goals and objectives counts largely on the effective planning and management of school funds by the school administrators. The amount of funds allocated to schools by the government and the budget utilization rate of the recipient are some factors to be considered in meeting the programs, projects, and activities. This study aimed to determine the fund allocation and Budget Utilization Rate (BUR) in relation to SUC leveling performance among technological State Universities and Colleges (SUCs) of Region VIII in terms of Personal Services (PS), Maintenance and Other Operating Expenses (MOOE), and Capital Outlay (CO). The respondents were budget and planning officers in each SUC. Descriptive-evaluative research was utilized in this study since it assessed or examined the level of fund allocation and budget utilization rate in relation to SUC leveling performance. Percentage and mean were used to analyze the pertinent data, and coefficient correlation was applied to establish the significant relationships among the variables. Findings revealed that the bigger fund allocation with a correspondingly high budget utilization rate gave favorable SUC leveling performance. It is suggested to incorporate a conceptual model that links Information and Communications Technology (ICT) that accounts for budget allocation and utilization in future studies.

Leveraging AI-Powered Automation for Enhanced Operational Efficiency in Small and Medium Enterprises (SMEs)

This study explores the potential of AI-powered automation in enhancing opera- tional efficiency within Small and Medium Enterprises (SMEs). The primary objective is to identify how automation tools driven by artificial intelligence (AI) can streamline business processes, reduce operational costs, and improve productivity. The methodology includes a quantitative analysis of SMEs that have implemented AI-based solutions, supported by qualitative interviews with key stakeholders. The Results indicate significant improvements in operational workflows, particularly in areas such as supply chain management, customer service, and financial operations. The findings demonstrate that SMEs adopting AI technologies experience reduced human error, faster decision-making pro- cesses, and improved customer satisfaction. However, challenges such as initial investment costs and technical expertise remain. The study concludes that with proper implementation and strategic planning, AI-powered automation can be a key driver of success for SMEs in competitive markets.

Service Operations Management and Administrative Efficiency of a Technology University in GuangDong China

Service operation management has a significant impact on administrative efficiency. In a science and technology university in Guangdong Province, the diversity and complexity of service demand have a direct impact on the allocation of administrative resources. For example, with the increasing emphasis on scientific research services, more administrative resources are needed to optimize the process of scientific research equipment procurement and scientific research fund management. In terms of teaching services, if the school decides to carry out a new characteristic curriculum, the administration needs to allocate resources to arrange suitable classrooms and provide appropriate teaching equipment. This kind of demand change in service operation and management always tests the rationality and timeliness of resource allocation of administrative departments. If the administrative departments cannot efficiently adjust resource allocation according to service needs, it will lead to bottlenecks in service operation and affect the overall quality of teaching and scientific research services. The efficiency of administrative management also has a negative effect on service operation management. Efficient administrative management can bring positive promoting effect to service operation management.

Sustainable rural development by hybrid power generation: A case study of kuakata, Bangladesh

This paper presents a framework for hybrid power production designed to promote rural electrification. This study aimed to model, simulate, and optimize a renewable power framework under the assumption of the operation of services in rural areas in “Kuakata,” located in Southern Bangladesh. This hybrid model integrates solar panels, wind turbines, micro hydropower systems, and diesel generators. The proposed hybrid model analyzes and optimizes the energy framework with the HOMER (Hybrid Optimization of Multiple Energy Resources) software. The cost of the framework is dissipated in the current market, and the sensitivity analysis is studied using the simulation from HOMER as a tool for sustainable development. The findings suggest that a renewable energy framework can replace conventional framework competence and offer a solution for rural electrification.

Exploring the landscape of digital servitization: A systematic review

Background Digital servitization is a strategic transformation where companies adopt a service-focused approach in response to the prevailing trend of digitalization. Utilizing digital technology, businesses manage product and service operations and develop new value propositions. Further research into digital servitization is essential for maintaining competitiveness and meeting evolving market demands globally. This study aims to comprehend the evolution of digital services from theoretical and practical viewpoints and examines how these challenges are tackled. Methods Utilizing a systematic literature review methodology, the study adopts the PRISMA approach to identify 26 pertinent articles from a pool of 340 papers obtained through a SCOPUS database search. These papers were published between 2019 and 2024 and were retrieved using the keywords (‘digitalization OR digital AND servitization OR servitization’). The selection process involved scrutinizing titles, abstracts, and keywords based on predefined criteria. Results The findings reveal that current digital servitization research emphasizes five determinant variables: digitization, servitization, manufacturing servitization, process innovation, and product innovation. Additionally, response variables influenced by digital servitization were identified, including firm competitiveness, firm performance, financial performance, firm profitability, and sustainable performance. Discussion The results of this review point to inconsistencies, underscoring the necessity for additional research into the factors influencing digital servitization across companies beyond the manufacturing sector. This highlights the importance of gaining a deeper understanding of digital servitization strategies and their impacts across various industries. By expanding the scope of research to include a broader range of sectors, researchers can provide more comprehensive insights into the complexities and nuances of digital servitization adoption. This broader perspective enables a more thorough examination of the challenges and opportunities associated with implementing digital servitization strategies, ultimately contributing to a richer understanding of its implications for businesses across diverse industries.

Exploring attitudes and perceptions regarding a self-driving demonstration

Purpose Public opinion regarding autonomous vehicles (AV) heavily influences how quickly the technology will be implemented and adopted in the future. However, there is a dearth of empirical evaluations in the literature about riders' perceptions toward service characteristics of shared autonomous vehicles (SAVs) and their attitudes toward developing AVs. Therefore, the aim of this study is to identify attitudes, views and concerns regarding a self-driving demonstration called RAPID (Rideshare, Automation and Payment Integration Demonstration) incorporated with an already-existing on-demand ridesharing service in Arlington, Texas. Design/methodology/approach This study developed a ridership survey to collect data from those who had experience using the service at least once during the service deployment. As the RAPID service operations were restricted to the areas near the University of Texas at Arlington (UTA) campus, sample population of this study is highly skewed with all participants being affiliated with UTA. Findings Findings indicated that survey respondents positively perceived the service features, including comfort, boarding the vehicles, ride safety, booking and scheduling, vehicle speed, climate control and service cost. To complement the survey results, the authors conducted interviews and a focus group study and used conventional content analysis to gain more in-depth insights about RAPID service operations from the perspectives of users and non-users in the post-implementation period. The results indicated that geographic accessibility, service availability and trip cost were the primary concerns of the focus group participants. Originality/value This study offers critical insights into individual attitudes and perceptions toward shared AVs (SAVs) that will assist local, state and federal transit authorities and planners in formulating policies and transportation strategies to target SAV ridership when the service is more widespread.

INNOVATIVE TOOLS IN THE ACTIVITIES OF PSYCHOLOGICAL SERVICE SPECIALISTS

The article examines the issue of improving psychological services in the educational system of Ukraine. The psychological service is defined as a necessary component of the educational system which ensures the development of the personal, intellectual and professional potential of the society. The basic principles of the work of the psychological service of the educational system of Ukraine are considered. According to the results of the analysis of this work, attention is drawn to the fact that specialists of the psychological service should pay more attention to practical work with students during their working hours, and not to filling in documentation. Methodology. The study used theoretical and empirical research methods, in particular, theoretical analysis and generalisation of psychological practice; design of theoretical approaches and organisational and methodological conditions for improving the practical activities of psychological service specialists; questionnaires; study of methodological and reporting documentation; methods of statistical processing of experimental data. The purpose of the article is to analyse the effectiveness of the introduction of a unified electronic reporting system for psychological service specialists in the Ukrainian education system. Results. The paper presents the findings of a survey of psychological service specialists on the aforementioned issues. Furthermore, the publication provides evidence to support the necessity of implementing a unified electronic reporting system for the activities of psychological service specialists. The article examines the principal methods of methodological assistance for psychological service personnel, which facilitate the development of professional competencies, the exchange of experience, the theoretical and practical training of practical psychologists and social educators. The work highlights the importance of information and communication technologies (ICT) in ensuring the effective operation of the psychological service within the Ukrainian education system. Conclusion. The authors put forth a series of recommendations aimed at enhancing the system of psychological services through the implementation of a unified electronic reporting system. This system is distinguished by its multifunctionality. The efficacy of a unified electronic database for psychological service professionals has been demonstrated to enhance and expedite the process of data aggregation and analysis, thereby ensuring the prompt availability of diverse information for the purpose of effective managerial operations and the formulation of superior strategic decisions pertaining to human capital.

Evaluation of Enterprise Resource Planning System Maturity with IT-IL V3 Framework at CV. Syntax Corporation Indonesia

This research aims to evaluate the development of the Enterprise Resource Planning (ERP) service system at CV. Syntax Corporation Indonesia uses the IT-IL V3 framework, especially in the Service Operations domain. This research is conducted by analyzing the performance and effectiveness of the ERP system that has been implemented, as well as how the system supports the company's daily business operations. Through an IT-IL V3-based evaluation approach, the study assessed critical aspects of ERP service operations such as incident management, problem management, and request management. The findings of this study provide insights into the strengths and weaknesses in the ERP system implementation at the company, as well as recommendations for improvements that can increase efficiency and user satisfaction. Using the IT-IL V3 framework, this study provides practical guidance for better management and development of ERP systems in the future.

A Tale of Two Frontlines: Critically Assessing the Dynamics of Interracial Service Encounters

Minority frontline workers are often required to engage in interracial service encounters, which often involve additional complexities due to the subtle biases and stereotypes held by customers. Improving service delivery in interracial service encounters requires understanding the experiences of minority frontline workers. We begin by explaining the challenges faced by minority frontline workers and then offer an analytical framework that will allow operations management research to better account for these experiences. Next, we discuss opportunities for operations management researchers to explore how interracial service encounters impact employees, service operations, and service supply chains.

Family-homelessness and child absence from school: How data linkage research has identified and quantified the association in Wales, UK

BackgroundHome and school experiences are linked. Though evidence exists quantifying the association between family-homelessness and school absences, it largely originates from the United States. Understanding the nature of this association in Wales, UK, is important given differing social, economic, and homelessness policy contexts when compared to the United States. ApproachAnalysis included pupils attending state funded schools in a single local authority in Wales, during the academic years 2012/13 to 2015/16. Pupils were flagged as experiencing family-homelessness in an academic year if their family were supported by the housing service operating in the local authority area. Outcomes of interest were number of total, authorised, and unauthorised half-day-sessions absent per academic year. Pupils were observed over multiple academic years (N = 105,355 pupil-years), enabling both cross-sectional and longitudinal (panel) analyses. ResultsOn average, pupils in families accessing the housing service missed a total of 10 half-day-sessions more per academic year than pupils whose families were not accessing the service. Unauthorised half-day-sessions absent were double for pupils in families who had approached the housing service. After controlling for personal and area characteristics, rates of all absences were higher among pupils whose families accessed the service. ConclusionThis study represents the first published linkage of homelessness and education data in the UK. Given the apparent association between absenteeism and accessing housing support, changes to policy, practice, and law should be explored to facilitate co-operation between schools and housing services in Wales, and to protect children and their families from further disadvantage.