Designing system availability into the service quality of automated facilities

ISSN： 0265-671X

Source： International Journal of Quality & Reliability Management, Vol.13, Iss.6, 1996-06, pp. : 77-87

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Abstract

Investigates how system availability can be designed into the service quality of automated facilities. With the advent of new and advanced technologies and the growing dynamics of global competition, many service facilities are resorting to automation as a means of not only providing prompt service, but also improving quality and productivity. To achieve these goals, the system must be reliable and available to provide the needed services. Describes and models a processing facility to show how quality and productivity can be improved when system availability is maximized. Uses simulation to build the model. Develops and applies a regression metamodel within a cost structure to determine the optimal number of standby processors and maintenance staff required to achieve a target service level.