Digital simulation of maintenance service operations in the computer industry

摘要

The increased complexity of computer-communication hardware, the wide dispersion of remotely linked computer terminals, and the strict requirements of operational efficiency of direct-access information systems place a great deal of strain on the EDP maintenance organization. It is no longer possible to maintain a profitable position while managing EDP maintenance with the "rule of thumb" decision making process. The generalized model presented in this paper provides an approach to effective utilization of both field maintenance work-force and redundant EDP equipment. The model handles field technician dispatching and service facility allocation so as to meet the requirements of the EDP customer population at a predefined level of service satisfaction.