Use of simulation in a service desk of an oilfield services company

Luisa Carabalí-Sánchez; Germán Andrés Méndez-Giraldo; Carlos Franco

doi:10.1007/978-3-319-50880-1_14

Use of simulation in a service desk of an oilfield services company

Luisa Carabalí-Sánchez, Germán Andrés Méndez-Giraldo, Carlos Franco

urosario

Research output: Chapter in Book/Inform › Conference contribution

Abstract

Service desks over the years have become an integral part of most businesses, whether telecommunications, industrial, banking, health, etc. That is why today the management of these companies face major challenges such as the proper planning of the agents, skills, processing times, breaks etc. For those major challenges, simulation is suitable for modeling the service desk. This paper presents an application of simulation for the service desk of the oilfield services company in order to achieve better system performance and improve the customer service process. The name of the company will be anonymous due to security policies.

Original language	English (US)
Title of host publication	Applied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers
Editors	Juan Carlos Figueroa-García, Eduyn Ramiro López-Santana, Roberto Ferro-Escobar
Publisher	Springer
Pages	153-164
Number of pages	12
ISBN (Print)	9783319508795
DOIs	https://doi.org/10.1007/978-3-319-50880-1_14
State	Published - 2016
Event	3rd Workshop on Engineering Applications, WEA 2016 - Bogota, Colombia Duration: Sep 21 2016 → Sep 23 2016

Publication series

Name	Communications in Computer and Information Science
Volume	657
ISSN (Print)	1865-0929

Conference

Conference	3rd Workshop on Engineering Applications, WEA 2016
Country/Territory	Colombia
City	Bogota
Period	9/21/16 → 9/23/16

All Science Journal Classification (ASJC) codes

General Computer Science
General Mathematics

Access to Document

10.1007/978-3-319-50880-1_14

Cite this

Carabalí-Sánchez, L., Méndez-Giraldo, G. A., & Franco, C. (2016). Use of simulation in a service desk of an oilfield services company. In J. C. Figueroa-García, E. R. López-Santana, & R. Ferro-Escobar (Eds.), Applied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers (pp. 153-164). (Communications in Computer and Information Science; Vol. 657). Springer. https://doi.org/10.1007/978-3-319-50880-1_14

Carabalí-Sánchez, Luisa ; Méndez-Giraldo, Germán Andrés ; Franco, Carlos. / Use of simulation in a service desk of an oilfield services company. Applied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers. editor / Juan Carlos Figueroa-García ; Eduyn Ramiro López-Santana ; Roberto Ferro-Escobar. Springer, 2016. pp. 153-164 (Communications in Computer and Information Science).

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Carabalí-Sánchez, L, Méndez-Giraldo, GA & Franco, C 2016, Use of simulation in a service desk of an oilfield services company. in JC Figueroa-García, ER López-Santana & R Ferro-Escobar (eds), Applied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers. Communications in Computer and Information Science, vol. 657, Springer, pp. 153-164, 3rd Workshop on Engineering Applications, WEA 2016, Bogota, Colombia, 9/21/16. https://doi.org/10.1007/978-3-319-50880-1_14

Use of simulation in a service desk of an oilfield services company. / Carabalí-Sánchez, Luisa; Méndez-Giraldo, Germán Andrés; Franco, Carlos.
Applied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers. ed. / Juan Carlos Figueroa-García; Eduyn Ramiro López-Santana; Roberto Ferro-Escobar. Springer, 2016. p. 153-164 (Communications in Computer and Information Science; Vol. 657).

Research output: Chapter in Book/Inform › Conference contribution

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Carabalí-Sánchez L, Méndez-Giraldo GA, Franco C. Use of simulation in a service desk of an oilfield services company. In Figueroa-García JC, López-Santana ER, Ferro-Escobar R, editors, Applied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers. Springer. 2016. p. 153-164. (Communications in Computer and Information Science). doi: 10.1007/978-3-319-50880-1_14

Use of simulation in a service desk of an oilfield services company

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