OPTIMIZED COLLABORATION BETWEEN DISTRIBUTED CENTERS OF GLOBAL SERVICE DELIVERY SYSTEMS

摘要

A computer implemented method, system, and/or computer program product facilitate optimal collaboration between cells from different service centers for delivering a service to a customer. A cost of collaboration between two cells in different service centers is defined. Each of the two cells is a group of resources capable of executing a same task, and the cost is a 3-Tuple that consists of a monetary cost, a makespan cost, and a skill misalignment cost associated with the collaboration. After establishing acceptable cost ranges for the 3-Tuple based on constraints defined by an enterprise policy, a processor creates multiple collaboration matrices based on different permutations of the 3-Tuple. Once an optimal collaboration function derived from the multiple collaboration matrices is identified, the task is assigned to two optimal cells identified in the optimal collaboration function.