Field Service Management (FSM) Simulation Model

Abstract

This work is dedicated to the development of a simulation model of a Field Service Management (FSM) system. Its tasks include modelling the management of the activities of employees of a field service company: maintaining requests, dispatching orders and field workers, monitoring the quality of work performed. The goals of developing a model of a FSM are to increase the speed of customer service, ensure the process of quality control of work performed, reduce transport and time costs, and provide field workers with the necessary information to understand the scope and location of work. All this leads to improved quality of technical support and service and, as a result, customer satisfaction.