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

Universidad del Rosario

Producción científica: Capítulo en Libro/Reporte › Contribución a la conferencia

Resumen

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.

Idioma original	Inglés estadounidense
Título de la publicación alojada	Applied Computer Sciences in Engineering - 3rd Workshop on Engineering Applications, WEA 2016, Revised Selected Papers
Editores	Juan Carlos Figueroa-García, Eduyn Ramiro López-Santana, Roberto Ferro-Escobar
Editorial	Springer
Páginas	153-164
Número de páginas	12
ISBN (versión impresa)	9783319508795
DOI	https://doi.org/10.1007/978-3-319-50880-1_14
Estado	Publicada - 2016
Evento	3rd Workshop on Engineering Applications, WEA 2016 - Bogota, Colombia Duración: sep. 21 2016 → sep. 23 2016

Serie de la publicación

Nombre	Communications in Computer and Information Science
Volumen	657
ISSN (versión impresa)	1865-0929

Conferencia

Conferencia	3rd Workshop on Engineering Applications, WEA 2016
País/Territorio	Colombia
Ciudad	Bogota
Período	9/21/16 → 9/23/16

Áreas temáticas de ASJC Scopus

Ciencia de la Computación General
Matemáticas General

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

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Carabalí-Sánchez, L., Méndez-Giraldo, G. A., & Franco, C. (2016). Use of simulation in a service desk of an oilfield services company. En 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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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.",

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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. En 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).

Producción científica: Capítulo en Libro/Reporte › Contribución a la conferencia

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Carabalí-Sánchez L, Méndez-Giraldo GA, Franco C. Use of simulation in a service desk of an oilfield services company. En Figueroa-García JC, López-Santana ER, Ferro-Escobar R, editores, 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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