Modeling and Simulation of Service Systems with Design Structure and Domain Mapping Matrices
In developing and developed countries industrial, knowledge intensive services play an important role. Companies face problems in efficient and effective development and operation of new services because, among others, of their traditional, production-oriented systems and the characteristics of knowledge intensive services. A novel approach combining design structure matrices and discrete event simulation can help to improve knowledge intensive service systems development and delivery and to foster company’s competitiveness. The paper presents the underlying models focusing on service specific characteristics along the potential, process and outcome dimension of the service systems composition. Structural characteristics are supplemented by considering specific dynamic behavior in complex systems like overlapping and iterations. In a case study in the chemical engineering industry the utility of the approach is evaluated. The results can be used to support development decision as well as for identifying levers for improvement.