In this paper we explore behavioral issues, coupled with temporary capacity imbalances that could influence the characteristics that a service supply chain may assume in the long run. We look at a service chain in which processing times by human agents are endogenously determined by what constitutes an acceptable and credible backlog, but implicit incentives, particularly within a formal hierarchy, may also impinge upon throughput rates at certain stages of the supply chain when agents are trying not to overwhelm downstream stations with excess work. We explore these issues in the context of a managerial intervention in a judicial service supply chain. Using data from a detailed case study we develop a preliminary model and discuss some results.

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• 2012 July 22-2012 July 26

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• Document

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ab062956a014e30aaf02b44e9d33088e

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System Dynamic Society Records

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