DESIGN OF ROBUST SERVICE OPERATIONS USING CYBERNETIC PRINCIPLES AND SIMULATION
DS 70: Proceedings of DESIGN 2012, the 12th International Design Conference, Dubrovnik, Croatia
Year: 2012
Editor: Marjanovic Dorian, Storga Mario, Pavkovic Neven, Bojcetic Nenad
Author: Wynn, D. C.; Cassidy, S.; Clarkson, P. J.
Section: Design processes
Page(s): 331-342
Abstract
Information flows in a service organisation allow business units to co-ordinate their response to changes in the operating environment. Processes and interactions can be designed so that the right information flows to the right people, at the right time t
Keywords: service design, cybernetics, uncertainty, robustness, simulation, cambridge advanced modeller (CAM)