Simulation-Based Quantification of Business Impacts Caused by Service Incidents

Kieninger, Axel; Berghoff, Florian; Fromm, Hansjörg; Satzger, Gerhard

doi:10.1007/978-3-642-36356-6_13

Cited by 17 publications

(5 citation statements)

References 12 publications

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“…[26]), IT infrastructure downtime (e.g. [27]), or downtime of industrial production equipment. In the industrial sector, around 80% of manufacturers cannot predict their costs of downtime accurately, as estimated costs are exceeded by a factor between two and three [28].…”

Section: Industrial Cost Of Downtimementioning

confidence: 99%

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On the Impact of the Customer Base on the Added Value through System-Oriented Service Delivery in Industrial Maintenance

Wolff

Reuter-Oppermann

Kühl

2019

Proceedings of the Annual Hawaii International Conference on System Sciences

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Today, during service delivery, providers allocate their delivery resources such that their own delivery-dependent costs are minimal. However, during service delivery, costs arise not only for the provider, but for the customer, too. In industrial maintenance, for example, those costs arise-depending on service delivery-due to longer equipment unavailability. The concept of system-oriented service delivery aims at minimizing the total (customer and provider) delivery-dependent costs within the service system and promises a Pareto improvement over today's practice. Hence, added value is created. However, so far, we have no understanding of the magnitude of and factors favoring high added value through system-oriented service delivery. Consequently, this work aims at filling this gap and widening knowledge on the added value through system-oriented service delivery. We present a simulation study to elaborate on the added value in dependency of the customer base constellation in an industrial maintenance illustrative scenario.

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Section: Industrial Cost Of Downtimementioning

confidence: 99%

“…For system-oriented service delivery, for example, customers must know their delivery-dependent costs, which is a challenging tasks in a variety of domains (e.g. [27] for IT infrastructure).…”

Section: System-oriented Service Deliverymentioning

confidence: 99%

On the Impact of the Customer Base on the Added Value through System-Oriented Service Delivery in Industrial Maintenance

Wolff

Reuter-Oppermann

Kühl

2019

Proceedings of the Annual Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

show abstract

“…Figure 1.11 illustrates the servitization process. A hybrid offering in which products and services are integrated and have reached a similar level of importance is called a product-service system [53] or a solution [54]. As many recent examples show, the role of the product may become more of an entry point to a multitude of services (smart phones, tablet computers).…”

Section: Servitizationmentioning

confidence: 99%

“…With regard to the example provided, they would not only specify that service availability is 99 %, but also, that it was caused by one outage incident of 14.4 min or by 864 service outages of one second each. Interested readers find additional information on the extension of the approach in [53,54].…”

Section: Non-linear Business Opportunity Costmentioning

confidence: 99%

“…Contributing fields in this context are business process modeling and simulation that support customers in developing this knowledge and making it explicit (see e.g., methods proposed in [54] for the determination of business opportunity cost functions). Once both cost functions are established, methods from operations research may help to solve the quantitative optimization problem of determining optimal service level objectives.…”

Section: Contributing Fieldsmentioning

confidence: 99%

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