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Macro‐ and micro‐modeling of field service dynamics
Author(s) -
Homer Jack B.
Publication year - 1999
Publication title -
system dynamics review
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.491
H-Index - 57
eISSN - 1099-1727
pISSN - 0883-7066
DOI - 10.1002/(sici)1099-1727(199922)15:2<139::aid-sdr164>3.0.co;2-b
Subject(s) - scope (computer science) , macro , service (business) , computer science , field (mathematics) , queueing theory , operations research , time horizon , key (lock) , system dynamics , product (mathematics) , process management , management science , industrial engineering , systems engineering , engineering , marketing , business , computer security , artificial intelligence , computer network , geometry , mathematics , finance , pure mathematics , programming language
A system dynamics model to investigate field service issues was developed for a major producer of equipment for semiconductor manufacturing. This strategic model has a broad scope and multi‐year time horizon, and treats variables in an aggregate and deterministic way that is typical for such models. The high‐level approach is adequate in most respects, but lacks the detail necessary to resolve a key issue regarding the impact of product cross‐training on service readiness. As a result, it proved useful to supplement the strategic ‘macro’ model with a ‘micro’, OR‐type model that portrays the daily queuing and assignment of service jobs. The micro model provides detailed what‐if results that were used for calibrating the strategic model and may also be used for making tactical manpower decisions at the local level. Traditional OR tools may have a role to play in supporting strategic modeling efforts when important operations‐level relationships are not adequately understood. Copyright © 1999 John Wiley & Sons, Ltd.