In this thesis, we study different scheduling policies in service networks. In Chapter 2, we consider two service level (SL) measures in a two-server tandem queue system: the average sojourn time and the probability of long waits. We demonstrate that a family of Threshold Based Policies (TBP) can reduce the probability of long waits while maintaining sojourn times that are only slightly higher than those of a non-idling policy. In Chapter 3, we present a case study for improving the operations of a healthcare provider that has an open-shop queueing network. We propose an effective implementation of Dynamic Scheduling Policies (DSPs) and a generalized TBP to improve the SL in an open-shop queueing networks. Using a simulation model we demonstrate that an open-shop queueing network can be managed in a systematic fashion to deliver improved SL. In Chapter 4, we study the waiting time distribution of two different priority classes in an M/M/c queue with different service times. For the c=2 case, we provide closed form expression of the Generating Function (GF) of the number of low-priority jobs in the system, which can lead to the waiting time distribution. For c>2 case, we present an efficient numerical algorithm for deriving this GF. We discuss several insights gained from numerical results. Both Chapter 2 and 3 were supervised by Professors Opher Baron, Oded Berman, and Dmitry Krass. Chapter 4 was supervised by Professors Opher Baron and Alan Scheller-Wolf.

We developed a price-based resource allocation scheme for Differentiated Service (DiffServ) data networks. The DiffServ framework was proposed to provide multiple QoS classes over IP networks. Since the provider supports multiple service classes, we need a differentiated pricing scheme, as supposed to the flat-rate scheme employed by the Internet service providers of today. Charging efficiently is a big issue. The utility of a client correlates to the amount of bandwidth allocated. One difficulty we face is that determining the appropriate amount of bandwidth to provision and allocate is problematic due to different time scales, multiple QoS classes and the unpredictable nature of users. To approach this problem, we designed a pricing strategy for Admission Control and bandwidth assignment. Despite the variety of existing pricing strategies, the common theme is that the appropriate pricing policy rewards users for behaving in ways to improve the overall utilization and performance of the network. Among existing schemes, we chose auction because it is scalable, and efficiently and fairly shares resources. Our pricing model takes the system's availability and each customer's requirements as inputs and outputs the set of clients who are admitted into the network and their allocated resource. Each client proposes a desired bandwidth and a price that they are willing to pay for it. The service provider collects this information and produces parameters for each class of service they provide. This information is used to decide which customers to admit. We proposed an optimal solution to the problem of maximizing the provider's revenue for the special case where there is only one bottleneck link in the network. Then for the generalized network, we resort to a simple but effective heuristic method. We validate both the optimal solution and the heuristic algorithm with simulations driven by a real traffic scenario. Finally, we allow customers to bid on the duration for which the service is needed. Then we study the performance of those heuristic algorithms in this new setting and propose possible improvements.

Purpose - The purpose of this study is to explore the challenges that emerge and the capabilities needed when operating within a service network to achieve servitization. In doing so, we provide a contingency framework that presents seven capabilities that mitigate five potential challenges that emerge when operating in a service network, enabling a smoother journey towards servitization. Method - To fulfill the purpose of the study, an explorative single case study research approach has been employed at a Swedish company that acts as an external service facilitator involved in a service network. Consisting of an incumbent OEM firm of consumer durables and construction equipment based in Sweden and its retailers. In total, 22 interviews were conducted in three waves with actors representing the whole network, providing a multi-actor perspective on the network’s operations. These interviews were then analyzed using a thematic analysis. Findings - The study has resulted in seven presented capabilities: Communication, Collaboration, Product and customer knowledge, Adaptability, Leadership, Digitalization, and Innovation. As well as five identified challenges: Implementing a new mindset, Resistance to change, Managing multiple actors, Adopting a new technology, and Identifying the right partners that emerge when operating in a service network. These were then matched in a contingency framework in order to determine the capabilities' proficiency in mitigating each challenge. Theoretical contributions - This study adds to prior literature by applying a multi-actor perspective, highlighting the servitization journey of service networks. We complement current findings by proposing that service network actors, indeed, play a crucial role in a manufacturer's servitization efforts. Furthermore, the study extends prior literature's findings that actors experience different challenges in their servitization efforts depending on their position within the service network. Lastly, we build on prior literature by highlighting important capabilities needed within a service network. Practical contributions - This study contributes to managers' understanding of operating in a service network, which could aid managers to become proactive rather than reactive in their daily operations. Our findings aid managers in being attentive to the five challenges that we have presented, as well as ensuring that the capabilities that can mitigate these are developed within the service network.  Limitations and future research - The study has been conducted as a single case study in the consumer durables industry in the initial stages of servitization. Therefore, future research could benefit from exploring a wider range of industries, collecting a wider set of data to both confirm the identified capabilities and challenges, as well as to finding new ones.

<p><strong>Introduction</strong></p> <p>Despite increasing global interest in regional palliative care networks (PCN) to integrate care, little explicit direction exists to guide their evaluation. The first step of this research was to develop a comprehensive conceptual framework using a systems approach for evaluating integrated palliative care. This framework was then used to guide a rigorous examination of a selected PCN.</p> <p><strong>Methods</strong></p> <p>The conceptual framework was derived from the empirical literature, incorporating principal features of network integration. A case study methodology was used to assess structure (administration) and process (provider) levels in the framework through document review, a PCN executive interview, and surveys with organizational administrators and health professionals who provide palliative care in the community catchment of the PCN.</p> <p><strong>Results</strong></p> <p>Key features to efficient palliative care delivery are currently lacking across this PCN area. Still, the 20 responding administrators (90% response rate) largely viewed Network accomplishments positively and the resulting partnerships as beneficial and collaborative. Additional efforts were seen as required in ensuring palliative care patient identification, reducing silos between organizations, and greater by-in from regional authorities. Relative to processes, the 86 health care providers (85% response rate) reported valuing collaboration and reflected positively on many of the framework elements measured. Insufficiencies were perceived in support for case conferencing and evaluative activities, as well as in informational access.</p> <p><strong> </strong></p> <p><strong>Conclusion</strong></p> <p>This study enabled us to test both the utility of the framework and the capacity of the selected PCN for providing quality, integrated palliative care. This study represents an important initial attempt at examining network-integrated palliative care.</p> / Doctor of Philosophy (PhD)

Aujourd'hui, RSE et Service Public dont les logiques prétendent servir l'intérêt général imprègnent le management des grands services publics de réseaux historiques français privatisés ou en voie de l'être. La recherche présentée vise à comprendre comment ces logiques s'opposent, se juxtaposent, et s'articulent concrètement dans un tel contexte managérial dominé par la logique de Maximisation de la Valeur pour l'Actionnaire.Pour ce faire, nous mobilisons le concept de dispositif forgé par Foucault ainsi que la sociologie de l'acteur réseau. Nous nous centrons sur le cas de l'entreprise France Télécom (FT) et de son dispositif RSE en y apportant quelques éclairages comparatifs.Nos résultats indiquent que chez FT le dispositif RSE officiel se déploie en se détachant des logiques de Service Public et en privilégiant le Business Case. Il poursuit prioritairement des objectifs de communication et d'anticipation des risques. Mais de manière décentralisée et autonome, émergent progressivement des initiatives RSE innovantes qui reposent sur la R&D, le Marketing stratégique et les partenariats avec les principaux fournisseurs. Elles visent la protection de l'environnement, le Service Public par procuration (en fournissant aux services publics des prestations leur permettant de mieux assurer leurs missions), et le dépassement de la fracture numérique, en même temps que la profitabilité. Dans le domaine social cependant, la RSE s'incarne surtout à travers des politiques de diversité (en interne) et de contrôle de la chaine d'approvisionnement pour éviter des violations majeures des droits de l'homme, ne touchant guère le cœur de la relation d'emploi, à moins que les contre-pouvoirs ne s'en emparent, comme nous le montrons dans l'étude du cas de l'Accord Cadre International sur les droits sociaux fondamentaux au travail de FT. / Today, Corporate Social Responsibility and Public Service logics, claiming to serve the general interest, are spreading within the management of for-profit public service networks in France; networks that have been historically privatized or on the way to becoming. The aim of this research is to bring an understanding to how these logics are opposed, juxtaposed and articulated in a managerial context that is dominated by a logic of maximized shareholder value.In this perspective, we rely on the notion of “device”, as employed by Foucault, and the actor-network theory. We focus on the France Telecom company (FT) and its CSR “device(s)”. We also use comparative insights drawn from additional case studies.Our results indicate that the official CSR “device” for FT is disconnected from public service logics, placing more importance on short term logics. Its priority is risk anticipation and communication, demonstrating FTs preference for the CSR Business Case. Nevertheless, in a decentralized and autonomous way, innovative CSR initiatives progressively emerge from within R&D, strategic marketing functions and strategic partnerships with key suppliers. These initiatives target profitability with environmental protection concerns, public service by proxy (providing benefits to utility services to help them better perform their missions) and digital divide overtake. However, in the social area, the FT CSR policy is embodied primarily through internal policies of diversity as well as control of the supply chain which was put in place to avoid major human rights violations. These policies seem to hardly touch the heart of the employment relationship, unless counter-powers seize the opportunity to do so, as shown through the case study concerning the International Framework Agreement on the fundamental social rights at work in FT.

In the heavy truck industry, sales and service networks play an important role. Investments in network infrastructure are costly, and to be profitable, there is a critical service volume to fulfil. This is especially challenging in new markets, where service demand is low and uncertain. A possible solution is to share sales and service networks with competitors. Simultaneous cooperation and competition, co-opetition, is a complex and contradictory phenomenon that has been previously researched, but with focus on cooperation in input activities like R&amp;D. This thesis investigates co-opetition in output activities, in sales and services, by analysing how heavy truck companies could form competitor partnerships in sales and service networks. This is done by a literature review and a multiple case study. From the analysis, a framework for assessing and designing potential competitor partnerships is presented. The framework consists of seven factors that are significant for competitor partnership success in sales and service networks; cultural fit, noncompeting products, compatible goals, excess network capacity, dedicated salespersons, high commitment, and patient implementation. This thesis contributes to science by research on co-opetition research in output activities, and by a discussion on the meaning of competition, success and partnerships. / I tunga lastbilsbranschen spelar sälj- och servicenätverk en viktig roll. Investeringar i nätverken är dyra, och för att vara lönsamma krävs en viss servicevolym. Det är särskilt utmanande på nya marknader, där efterfrågan är låg och obestämd. En möjlig lösning är att dela sälj- och servicenätverk med konkurrenter. Simultant samarbete och konkurrens, så kallad co-opetition, är ett komplext och motsägande fenomen, som tidigare forskats på med fokus på samarbete inom utveckling. Denna uppsats undersöker co-opetition inom sälj, genom att titta på hur tunga lastbilsföretag kan ingå partnerskap inom sälj- och servicenätverk tillsammans med konkurrenter. Detta görs genom en litteraturgenomgång samt en flerfallstudie. Utifrån vår analys presenteras ett ramverk för att bedöma och utforma potentiella partnerskap med konkurrenter. Ramverket består av sju viktiga faktorer för framgångsrika partnerskap inom sälj- och servicenätverk tillsammans med konkurrenter; kulturell passform (cultural fit), icke-konkurrerande produkter, kompatibla mål, överbliven kapacitet i nätverket, dedikerade säljare, högt engagemang och tålmodig implementering. Uppsatsen bidrar till forskning inom co-opetition inom sälj och med diskussion kring begreppen konkurrens, framgång och partnerskap.

Text in Afrikaans / In this study the relationship between political decision making, spatial change and provision of selected municipal services was investigated. Legislation and policy, spatial demarcation and local government structures are determined by political decision making on various government levels. The international system as well as the local history and factors leading to spatial change impact on municipal demarcation and service delivery. Demographic change due to re-delimitation of boundaries, densification within the area of jurisdiction and immigration imply that service requirements change. In 1994/5, the rural and residential areas were incorporated to the former Verwoerdburg and formed the Southern Pretoria Metropolitan Substructure (Centurion). In December 2000 Centurion lost its autonomous status and was incorporated as administrative unit into the larger Tshwane Metropolitan Municipality. Restructuring have implications for the political representation of communities, the spatial extension of service networks, priority areas, and the location of service provision points. / In hierdie studie is die verband tussen politieke besluitneming, ruimtelike verandering en die lewering van geselekteerde munisipale dienste ondersoek. Wetgewing en beleid, ruimtelike afbakening en plaaslikeowerheidstrukture word deur politieke besluitneming op verskillende regeringsvlakke bepaal. Die internasionale sisteem, asook plaaslike historiese gebeure en aanleidende faktore tot ruimtelike verandering het 'n impak op beide munisipale afbakening en dienslewering. Demografiese verandering as gevolg van die herbepaling van grense, verdigting binne die regsgebied en immigrasie impliseer dat diensbehoeftes verander. Landelike en residensiele gebiede is in 1994/5 by die voormalige Verwoerdburg geinkorporeer om die Suidelike Pretoria Metropolitaanse Substruktuur (Centurion) te vorm. In Desember 2000 het die Stadsraad van Centurion sy outonome status verloor en is as administratiewe eenheid by die groter Tshwane Metropolitaanse Munisipaliteit geinkorporeer. Herstrukturering het implikasies vir die politieke verteenwoordiging wat gemeenskappe geniet, die ruimtelike uitbreiding van diensnetwerke, prioriteitsgebiede en die plasing van dienstevoorsieningspunte. / Geography / M.A. (Geografie)

Text in Afrikaans / In this study the relationship between political decision making, spatial change and provision of selected municipal services was investigated. Legislation and policy, spatial demarcation and local government structures are determined by political decision making on various government levels. The international system as well as the local history and factors leading to spatial change impact on municipal demarcation and service delivery. Demographic change due to re-delimitation of boundaries, densification within the area of jurisdiction and immigration imply that service requirements change. In 1994/5, the rural and residential areas were incorporated to the former Verwoerdburg and formed the Southern Pretoria Metropolitan Substructure (Centurion). In December 2000 Centurion lost its autonomous status and was incorporated as administrative unit into the larger Tshwane Metropolitan Municipality. Restructuring have implications for the political representation of communities, the spatial extension of service networks, priority areas, and the location of service provision points. / In hierdie studie is die verband tussen politieke besluitneming, ruimtelike verandering en die lewering van geselekteerde munisipale dienste ondersoek. Wetgewing en beleid, ruimtelike afbakening en plaaslikeowerheidstrukture word deur politieke besluitneming op verskillende regeringsvlakke bepaal. Die internasionale sisteem, asook plaaslike historiese gebeure en aanleidende faktore tot ruimtelike verandering het 'n impak op beide munisipale afbakening en dienslewering. Demografiese verandering as gevolg van die herbepaling van grense, verdigting binne die regsgebied en immigrasie impliseer dat diensbehoeftes verander. Landelike en residensiele gebiede is in 1994/5 by die voormalige Verwoerdburg geinkorporeer om die Suidelike Pretoria Metropolitaanse Substruktuur (Centurion) te vorm. In Desember 2000 het die Stadsraad van Centurion sy outonome status verloor en is as administratiewe eenheid by die groter Tshwane Metropolitaanse Munisipaliteit geinkorporeer. Herstrukturering het implikasies vir die politieke verteenwoordiging wat gemeenskappe geniet, die ruimtelike uitbreiding van diensnetwerke, prioriteitsgebiede en die plasing van dienstevoorsieningspunte. / Geography / M.A. (Geografie)