Simulation as an integral part of the decision making processes in a service industry: Eircom’s field technicians

Eircom is Irelands main supplier of telecommunication networks. Fault arrival in these networks is unpredictable, however the pattern of fault arrivals is predictable. A key decision involves the planning of staff levels in order to meet potential peak demand (which can be excessive); as planning to meet average demand leads to very poor service levels. The model is used find an agreed balance between service level and “productivity”. The model also provides a collaborative and transparent decision making methodology for Eircom. The main groups involved are customer service, field management, and the field workforce. The model helps in analysing these conflicting requirements and bringing the three groups together to reach a decision. The model is used to plan staffing levels.