The application of reliability constrained stochastic capacity planning models to the service sector

Emphasis on quality management has recently permeated not only the manufacturing sector, but the service sector as well. Consequently, quality service and consumer satisfaction have become realities for many monopolistic service oriented industries facing competition. In order to effectively implement timely service within these industries (i) capacity plans must be developed which provide adequate staffing during both peakload and offpeak hours, as well as optimal (ii) prices and (iii) reliability of service. This paper builds on the results of Boronico in illustrating how reliability constrained marginal cost, within which optimal price is embodied, and minimum cost capacity plans may be determined for a service provider facing stochastic demand. Excess demand is not lost, but is deferred: a characteristic that typifies the operation of many delivery systems, such as postal services. Results indicate that marginal costs are convex with respect to reliability of service, while changes in the demand distribution's variability may impact optimal capacity by either increasing or decreasing required capacity.