In response to consumer demands, the range of products offered by manufacturersis becoming increasingly complex. One of the ways that companies are dealingwith this challenge is to offer products that can be assembled from acollection of independent components. One of the central difficulties...

This dissertation addresses the issue of capacity management in a professional services context; specifically a call center based support operation with contractually committed Service Level Agreements (SLAs). The focus of this research is on capacity planning in the face of uncertainty. I...