面向参与者的服务提供模型

S. Tackenberg, S. Duckwitz, C. Schlick
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引用次数: 0

摘要

为服务提供制定有效和高效的计划是公司成功的关键因素。充分的计划确保资源的最佳利用,客户满意度,并在可接受的时间内实现服务目标。如果这些计划不正确,或者对公司目标的贡献很小,资源就会浪费,机会就会错过。规划有效的服务提供的问题可以描述为必须根据优先级和资源限制安排任务的形式。因此,有必要从服务提供者的角度对现有的调度模型进行分析,以便将其应用于服务管理领域。本文的目的是提供面向参与者的服务提供模型的正式描述,该模型可用于以人为中心的模拟。这种模型定义了在服务管理期间由人员或软件工具确定的决策变量和约束。最后,我们提供了在模拟研究中使用形式化模型的见解。
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An Actor-Oriented Model of a Service Provision
The development of valid and efficient plans for service provision is a critical success factor for companies. Adequate planning assures the optimal use of resources, customer satisfaction, and the attainment of service targets in an acceptable period of time. Where these plans are incorrect or provide only a small contribution to the objectives of the company, resources are wasted and opportunities are missed. The problem of planning an efficient service provision can be described in the form of tasks that must be scheduled subject to precedence and resource constraints. Consequently, an analysis of existing scheduling models from the perspective of service providers is necessary to use them in the field of service management. The purpose of this paper is to provide a formal description of an actor-oriented model of a service provision that can be used for person-centered simulation. Such a model defines the decision variables and constraints to be determined by a person or a software tool during service management. Finally, we provide insight into the use of a formal model in case of a simulation study.
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