Service quality cannot be measured and tested in as straight forward a manner as in manufacturing. This biases serve businesses to focusing on keeping measurable variables-typically, expenses and work flows-in control, while underinvesting in the intangibles of service capacity and service quality. In the long-term, results can be mediocre levels of service quality, poor customers satisfaction, high turnover of service personnel, and ultimately, higher total costs. In this paper we will present an emerging theory of interactions between Service Quality and Service Capacity, relate this theory to past research in both the System Dynamics and Total Quality Management traditions and outline ongoing empirical testing of the theory.
This paper examines the use of a system dynamics modelling technique to enhance the contribution made by cash flow forecasts to decision makers' mental models. It is argued that by making explicit and accessible the dynamic complexity in cash flow relationships, systems dynamics can provide valuable insights for decision making puposes. By permitting the exploration of behavioural responses to perceptions about the financial position of thee business, a richer picture of the decision outcome is developed leading to changes in decision makers perceptions about the riskiness of a proposed course of action. A case study of a commercial organisation is used to illustrate these insights.
This paper explores the behavior of the gross investment considerig the linear versions and two non-linear versions from Kalecki’s model. This model assumes that there is an average gestation lag of investment and it is formuled by means of a mixed differential-difference equations.
Fuzzy numbers is presented as an alternative to probabilistic methods for the management of uncertainty in system dynamic model. Fuzzy numbers are particularly suitable to represent vagueness and qualitative values. Fuzzy numbers are used during simulation, but due to interactiveness among variables there is a need for global optimization methods. Some examples that illustrate the use of fuzzy numbers, both directly and as a means to represent qualitative values, are shown.
This paper presents one middle term simulations model and its main results. We chose the production systems which produce complex capital goods, for example electrical equipement or household goods. The objective of this type of system is to build up stocks of finished goods which are put at the disposal of the customers. The corresponding macro model was designed by a systemic vision and split into three components which represent the operating, decision and information production sub-systems. The simulation of the generic model has permitted the improvement of system dynamics knowledge. We detected prominent decision loops and some unnecessary loops in production control.
In recent years many system dynamics modelers have pointed out that for effective implementation of model results it is that the client participates in the model-building process. This has lead to various more or less successful approaches in group model-building. However, up to now little systematic research has been conducted in the area of effectiveness of group model-building. Systematic evaluation of group model-building is important in order to a) understand how clients and organizations are effected by group model-building; and b) improve the effectiveness of the group model-building proces. In this paper evaluation results are presented of four model-building projects based on clients' opinions of the successfulness of these projects.
Based on system dynamics, this paper creates an approach of combining qualitative and quantitative analyses, systems thinking, system analysis, synthesis and deduction with a set of models. First, We build up a generic model set with various economic indexes. About several dozen modern management methods have been applied to the different subsystems implied by their parameters and feedback structures.
The author explores a comprehensive methods of system analysis, inference and synthesis and model sets for studying complex system. These methodologies and model sets can be used in studying the development strategy and planning of socio-economic-ecosystem. It has been successful in the study of Pudong Economic Zone of Shanghai.
This article concerns the problems that junior college students encounter when trying to understand and utilize the concept and insights traditionally provided by the teaching of mathematics. In this context, the concept “change” is significant because it is closely associated with the ‘derivative” and the "integral” defined in mathematical analysis.