Design of robust service operations using cybernetic principles and simulation
Type
Conference Object
Change log
Authors
Wynn, DC
Cassidy, S
Clarkson, PJ
Abstract
Information flows in a service organisation allow business units to co-ordinate their response to changes in the operating environment. Processes and interactions can be designed so that the right information flows to the right people, at the right time to make effective decisions regarding job priorities and allocation of limited resource. This paper develops an analysis framework and simulation approach to identify the internal information flows an organisation needs to “tune itself” for changing conditions, thus making itself more robust to uncertainties. The ideas are developed and illustrated through a case study with a major telecoms company.
Description
Keywords
service operations, cybernetics, discrete-event simulation, Cambridge Advanced Modeller (CAM), uncertainty, robustness
Journal Title
Proceedings of International Design Conference, DESIGN
Conference Name
12th International Design Conference (DESIGN 2012)
Journal ISSN
1847-9073