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Design of robust service operations using cybernetic principles and simulation

dc.creatorWynn, David Charles
dc.creatorCassidy, Stephen
dc.creatorClarkson, Peter John
dc.description.abstractInformation 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.
dc.subjectservice operations
dc.subjectdiscrete-event simulation
dc.subjectCambridge Advanced Modeller (CAM)
dc.titleDesign of robust service operations using cybernetic principles and simulation
dc.typeConference Object

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