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Quantitative assessment of service delivery process: application of hybrid simulation modelling

机译：服务交付过程的定量评估：混合仿真建模的应用

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In order to face the low cost countries competition and to be more competitive on the market many manufacturing companies are enlarging their offer with customized services. While incorporating such solutions into their portfolio they face some complexities while managing the intangible service of the product. In light with this, the following paper aims at identifying a suitable method for the quantitative assessment of the service delivery process in order to: i) support the optimization of the existing process during the usage phase; and ii) to collect useful data and performance indicators to support the design phase of the service process. To reach the objective, literature concerning existing methods was reviewed. Through the analysis, hybrid simulation modelling (agent based modelling and discrete event simulation) was identified as a suitable approach. A validation case in power and automation industry is presented. It sheds the light on the benefits of the hybrid modelling but also on the complexities to be managed.
机译：为了面对低成本国家的竞争并对市场更具竞争力，许多制造公司正在通过定制服务扩大其优惠。同时将这种解决方案纳入他们的投资组合，同时管理产品的无形服务。在光之光中，下文旨在识别用于服务交付过程的定量评估的合适方法，以便：i）支持在使用阶段期间的现有过程的优化; II）收集有用的数据和绩效指标以支持服务过程的设计阶段。达到目的，审查了现有方法的文献。通过分析，混合仿真建模（基于代理的建模和离散事件模拟）被识别为合适的方法。提出了电力和自动化行业的验证案例。它阐明了混合建模的好处，也脱颖而出了待管理的复杂性。

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