A simulation-based decision support system for industrial field service network planning. (January 2014)

• Record Type: Journal Article
• Authors: Hertz, Philipp; Cavalieri, Sergio; Finke, Gandolf R; Duchi, Aldo; Schönsleben, Paul
• Is Part Of: Simulation. Volume 90:Number 1(2014:Jan.)
• Page Start: 69
• Page End: 84
• Publication Date: 2014-01
• Subjects: Field service -- after-sales -- network planning -- manpower planning -- cross-training -- dispatching; Computer simulation -- Periodicals; 003.3
• DOI: 10.1177/0037549713512685
• Languages: English
• ISSNs: 0037-5497

Abstract

Technical field services for industrial machinery and equipment have become increasingly important for original equipment manufacturers. To deliver services to their customers, companies have to build up new core competencies and infrastructure, a challenge due to the high complexity and dynamics of this business. To assist companies in the strategic design of their network and the planning of resources for delivering industrial field services, we present a model-driven decision support system that uses discrete event simulation to support decision makers in various aspects of strategic design and tactical planning. The benefits of the decision support system include the creation of a generic framework that makes it possible to create simulation models of different field service networks for multiple purposes. Specifically, the system can be used to support various tactical planning and strategic design decisions while keeping investments low in terms of time consumption and money spending. In addition, the paper closes an identified gap involving a lack of decision support for the management of field service networks. An application of the decision support system in an exemplary case is used to illustrate potential applications and benefits.