Contracting for Infrequent Restoration and Recovery of Mission-Critical Systems

Published Online:https://doi.org/10.1287/mnsc.1100.1193

References

  • Abreu D., Milgrom P., Pearce D. Information and timing in repeated partnerships. Econometrica (1991) 59(6):1713–1733CrossrefGoogle Scholar
  • Allon G., Federgruen A. Competition in service industries. Oper. Res. (2007) 55(1):37–55LinkGoogle Scholar
  • Ata B., Shneorson S. Dynamic control of an M/M/1 service system with adjustable arrival and service rates. Management Sci. (2006) 52(11):1778–1791LinkGoogle Scholar
  • Cohen M., Agrawal N., Agrawal V. Winning in the aftermarket. Harvard Bus. Rev. (2006) 84(5):129–138Google Scholar
  • Cohen M., Kamesam P. V., Kleindorfer P., Lee H., Tekerian A. Optimizer: IBM's multi-echelon inventory system for managing service logistics. Interfaces (1990) 20(1):65–82LinkGoogle Scholar
  • Frauenheim E. Disaster industry finds silver lining. CNET News (2003) May 1). http://news.cnet.com/2100-1011-999364.htmlGoogle Scholar
  • Gans N., Koole G., Mandelbaum A. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management (2003) 5(2):79–141LinkGoogle Scholar
  • Geary S. Ready for combat. DC Velocity (2006) 4(7):75–80Google Scholar
  • Gilbert S. M., Weng Z. K. Incentive effects favor nonconsolidating queues in a service system: The principal-agent perspective. Management Sci. (1998) 44(12):1662–1669LinkGoogle Scholar
  • Glader P. GE's focus on services faces test. Wall Street Journal (2009) March 3Google Scholar
  • Gollier C.The Economics of Risk and Time (2001) (MIT Press, Cambridge, MA) CrossrefGoogle Scholar
  • Gurvich I., Armony M., Mandelbaum A. Service-level differentiation in call centers with fully flexible servers. Management Sci. (2005) 54(2):279–294LinkGoogle Scholar
  • Harrington L. Getting service parts logistics up to speed. Inbound Logist. (2006) November). http://www.inboundlogistics.com/articles/features/1106_feature02.shtmlGoogle Scholar
  • Hasija S., Pinker E. J., Shumsky R. A. Call center outsourcing contracts under information asymmetry. Management Sci. (2008) 54(4):793–807LinkGoogle Scholar
  • Kim S.-H., Cohen M. A., Netessine S. Performance contracting in after-sales service supply chains. Management Sci. (2007) 53(12):1843–1858LinkGoogle Scholar
  • Kim S.-H., Cohen M. A., Netessine S. Reliability or inventory? Analysis of product support contracts in the defense industry. (2010) . Working paper, Yale University, New Haven, CTGoogle Scholar
  • Kleindorfer P. R., Saad G. H. Managing disruption risks in supply chains. Production Oper. Management (2005) 14(1):53–68CrossrefGoogle Scholar
  • Laffont J.-J., Tirole J.A Theory of Incentives in Regulation and Procurement (1993) (MIT Press, Cambridge, MA) Google Scholar
  • Lu L. X., Van Mieghem J. A., Savaskan R. C. Incentives for quality through endogenous routing. Manufacturing Service Oper. Management (2009) 11(2):254–273LinkGoogle Scholar
  • Milgrom P. R. Good news and bad news: Representation theorems and applications. Bell J. Econom. (1981) 12:380–391CrossrefGoogle Scholar
  • Milner J. M., Olsen T. L. Service-level agreements in call centers: Perils and prescriptions. Management Sci. (2008) 54(2):238–252LinkGoogle Scholar
  • Muckstadt J. A.Analysis and Algorithms for Service Parts Supply Chains (2005) (Springer, New York) Google Scholar
  • Oliver Wyman Airlines have not yet realized the full benefits of new MRO supplier relationships. (2007) . http://www.oliverwyman.com/ow/pdf_files/AAD07-MROSurvey-SupplierRelations.pdfGoogle Scholar
  • Plambeck E. L., Zenios S. A. Incentive efficient control of a make-to-stock production system. Oper. Res. (2003) 51(3):371–386LinkGoogle Scholar
  • Ren Z. J., Zhou Y.-P. Call center outsourcing: Coordinating staffing levels and service quality. Management Sci. (2008) 54(2):369–383LinkGoogle Scholar
  • Sheffi Y.The Resilient Enterprise: Overcoming Vulnerability for Competitive Advantage (2005) (MIT Press, Cambridge, MA) Google Scholar
  • Sherbrooke C. C. METRIC: A multi-echelon technique for recoverable item control. Oper. Res. (1968) 16(1):122–141LinkGoogle Scholar
  • Sherbrooke C. C.Optimal Inventory Modeling of Systems: Multi-Echelon Techniques (1992) (John Wiley & Sons, New York) Google Scholar
  • Sobie B. Maintenance for low-cost carriers: Outer limits. Airline Bus. (2007) 23(10):46–53Google Scholar
  • Stansbury T. Choose the right partner. Comm. News (2004) 41(12):28–29Google Scholar
  • Tomlin B. On the value of mitigation and contingency strategies for managing supply chain disruption risks. Management Sci. (2006) 52(5):639–657LinkGoogle Scholar
  • U.S. Army Materiel Command Performance work statement (PWS) samples: ADPE maintenance. (2006) . http://www.amc.army.mil/amc/rda/rda-ac/pbsc/amcac-adpe-maint.doc (accessed November 26, 2007; site now discontinued)Google Scholar
  • U.S. Department of Defense (DoD) (2003) . Department of Defense Directive 5000.1. http://www.acq.osd.mil/ie/bei/pm/ref-library/dodd/d50001p.pdfGoogle Scholar
  • U.S. Department of Homeland Security (2008) . Statement of Thomas W. Essig, Chief Procurement Officer, Department of Homeland Security. http://homeland.house.gov/SiteDocuments/20080508101017-04748.pdfGoogle Scholar
  • U.S. Environmental Protection Agency (EPA) (2003) . OSWER Guidance 9272.0-21. http://www.epa.gov/fedfac/pdf/performance_based.pdfGoogle Scholar
  • U.S. Government Accountability Office Guidance needed for using performance-based service contracting. (2002) . Report GAO-02-1049. http://gao.gov/news.items/d021049.pdfGoogle Scholar
  • U.S. Office of Management and Budget Performance-based service acquisition: Contracting for the future. (2003) . http://www.whitehouse.gov/omb/procurement/0703pbsat.pdfGoogle Scholar
  • Van Mieghem J. A. Risk mitigation in newsvendor networks: Resource diversification, flexibility, sharing, and hedging. Management Sci. (2007) 53(8):1269–1288LinkGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.