Each month a major telephone company receives 200, 000 calls from customers who have a problem with their telephone service. The company places a high emphasis on reducing the repair cost caused by high volume of complaints. Using a simulation model, the company wants to understand how more proactive maintenance can reduce the need for repair calls. The simulation model presented in this paper reveals that within a proactive maintenance we need to distinguish between at least 3 different policy levers: (1) Discover the problem before the customer notices it: (2) Do the repair with such a quality that you do not have to repair the problem twice.; (3) Make your physical plant more reliable. The stimulation model allows the company to allocate investments in each of the 3 areas and to test which investment mix fits the overall company objectives best.

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Date created

• 1996

Type

• Document

Processing Activity

• Processing documentation available at: https://wiki.albany.edu/display/SCA/Processing+Ingested+Digital+Files

License

• Creative Commons BY-NC-ND Attribution-NonCommercial-NoDerivs 4.0 International

  
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ITEM CONTEXT

Part of

23d738ba88f8333bc39725f9cb5bd0b8

Scope and Contents

Part of

ca4810593b2703dcaa087957ab13af91

Scope and Contents

Part of

227da936724c4223c5a64764d3922694

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Collection

System Dynamic Society Records

Scope and Contents

Collecting area

• This collection is part of the University Archives