Modeling and Simulation of Service Systems with Design Structure and Domain Mapping Matrices

Authors

  • Andreas Petz Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany
  • Sebastian Terstegen Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany
  • Sönke Duckwitz Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany
  • Christopher M. Schlick 1Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany

Keywords:

Service simulation, service modeling, key performance indicators, design structure matrices

Abstract

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.

Author Biographies

  • Andreas Petz, Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany

    Andreas Petz receivedthe Dipl.-Ing. (M.Sc.) degreein Mechatronics from theTechnical University ofTimisoara, Romania, in 2006.The Dipl.-Ing. (M.Sc.) and theDipl.-Wirt.Ing. (MBA) degreesfrom RWTH Aachen University, Germany, in2010. He is currently a research assistant atthe Institute of Industrial Engineering andErgonomics at RWTH Aachen University. Hisresearch interests include service engineering,modeling and simulation of cooperativeproduct development processes. Currently, heis working on a project on “Complex ServiceProductivity”.

  • Sebastian Terstegen, Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany

    Sebastian Terstegen received the M.Sc. (Dipl.-Ing.)degree in Electrical Engineering from the University of Paderborn, Germany, in 2009.He currently works as a PhD student and research assistant at the Institute of Industrial Engineeringand Ergonomics of RWTH Aachen University.His research focuses on the development of simulation and optimization techniques for project management.

  • Sönke Duckwitz, Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany

    Sönke Duckwitz received the Dipl.-Ing. and the Dipl.-Wirt.Ing. degrees from RWTH Aachen University, Germany. He is currently head of department work organization and chief engineer at the Institute of Industrial Engineering and Ergonomics at RWTH Aachen University. His research interests include project management and modeling and simulation of complex working processes.

  • Christopher M. Schlick, 1Institute of Industrial Engineering and Ergonomics, RWTH Aachen University, Germany Germany

    Christopher M. Schlickwas born in Germany on July1, 1967. He received the M.S. degree (Dipl.-Ing.) in Electrical Engineering from Berlin University of Technology in 1992, Ph.D. degree (Dr.-Ing.) in Mechanical Engineering from Aachen University of Technology in 1999, and the Habilitation degree (Dr.-Ing. habil) also in Mechanical Engineering from Aachen University of Technology in 2004. He worked for the computer industry in 1992 and 1993 as a design engineer. From 1994 to 2000, he joined the Institute of Industrial Engineering and Ergonomics at RWTH Aachen University of Technology. From 2000 to 2004he was the head of department of human–machine systems at the Research Institute for Communication, Information Processing and Ergonomics, Wachtberg, Germany. He is nowa full professor of industrial engineering and ergonomics at RWTH Aachen University and deputy director of the Fraunhofer Institute for Communication, Information Processing and Ergonomics FKIE. His current interests are mathematical models of cooperative work in development projects and information-theoretic methods to evaluate emergent complexity.

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Published

2022-05-20

Issue

Vol. 3 No. 2 (2015): The Journal of Modern Project Management

Section

Articles-JMPM

License

Copyright (c) 2022 Andreas Petz, Sebastian Terstegen, Sönke Duckwitz, Christopher M. Schlick

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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to Cite

Modeling and Simulation of Service Systems with Design Structure and Domain Mapping Matrices. (2022). The Journal of Modern Project Management, 3(2), 139. https://journalmodernpm.com/manuscript/index.php/jmpm/article/view/198

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