Data-Driven Simulation-Enhanced Optimization of People-Based Print Production Service

  • Sudhendu Rai
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


This paper describes a systematic six-step data-driven simulation-based methodology for optimizing people-based service systems on a large distributed scale that exhibit high variety and variability. The methodology is exemplified through its application within the printing services industry where it has been successfully deployed by Xerox Corporation across small, mid-sized and large print shops generating over $250 million in profits across the customer value chain. Each step of the methodology consisting of innovative concepts co-development and testing in partnership with customers, development of software and hardware tools to implement the innovative concepts, establishment of work-process and practices for customer-engagement and service implementation, creation of training and infrastructure for large scale deployment, integration of the innovative offering within the framework of existing corporate offerings and lastly the monitoring and deployment of the financial and operational metrics for estimating the return-on-investment and the continual renewal of the offering are described in detail.


Service science service systems process optimization people-based services simulation analytics 


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Copyright information

© Springer US 2011

Authors and Affiliations

  • Sudhendu Rai
    • 1
  1. 1.Xerox Research Center WebsterWebsterUSA

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