Abstract
The on-line sports gambling industry has experienced significant growth in the last decade as well as a high-level of merger and acquisition activity among the leading multi-national companies that make up the sector. The companies in this sector also exhibit some of the unique challenges in on-line service supply chain management, including co-production process design, demand variability and resource utilization. Our research focuses on the post-merger service process design of one of these multi-national sports gambling organizations, particularly, on the efficient use of human resources within one of its service offerings (betting on soccer matches). Using discrete event simulation, a baseline model was developed to capture the “as-is” service process. The analysis identified number of bottlenecks, long queue times and capacity utilization issues. A revised “to-be” process was designed and when implemented, resulted in an increase of fourteen percent in overall utilization as well as removing variability in employee workload across the seven-day week.
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Roche, J., Ghadimi, P., Hargaden, V. (2019). Analysis of Service Execution in the On-line Sports Gambling Industry. In: Yang, H., Qiu, R. (eds) Advances in Service Science. INFORMS-CSS 2018. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-04726-9_17
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DOI: https://doi.org/10.1007/978-3-030-04726-9_17
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