Modelling and Simulation of Knowledge-Intensive Service Systems with Design Structure Matrices

Abstract

Especially in highly developed, technology-oriented countries like Germany, knowledge-intensive services contribute significantly to prosperity and growth. Existing methods and tools for managing knowledge-intensive services rarely live up to the fast-moving demands and complex interactions. This is especially due to specific features of these services such as customer integration, uncertainties or the high degree of novelty. With regard to these requirements, new methods and tools are needed in order to analyse and model such service systems. Design Structure Matrices (DSM) are a promising method for modelling weakly-structured service processes. Additionally, they enable the integration of static and dynamic features. Using a process simulation approach the service model is transformed into a discrete event simulation, thereby allowing a holistic analysis and assessment. This approach supports service managers in making well-founded decisions, even in complex situations and under uncertainty. In a case-study, an excerpt from a high-tech based service of a chemical plant development, the modelling according to the DSM-methodology and exemplary results of the simulation are presented and discussed.