Use of simulation in a service desk of an oilfield services company
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Franco Franco, Carlos Alberto
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Service desks over the years have become an integral part of most businesses, whether telecommunications, industrial, banking, health, etc. That is why today the management of these companies face major challenges such as the proper planning of the agents, skills, processing times, breaks etc. For those major challenges, simulation is suitable for modeling the service desk. This paper presents an application of simulation for the service desk of the oilfield services company in order to achieve better system performance and improve the customer service process. The name of the company will be anonymous due to security policies. © Springer International Publishing AG 2016.
Oil fields , Customer services , Oilfield services , Process Improvement , Processing time , Security policy , Service desk , Simulation , Workforce , Oil well flooding , Process improvement , Service desk , Simulation , Workforce