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2020, vol. 48, br. 4, str. 725-732
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Analiza performansi meta-organizacija modeliranih kao pozivni centri za podršku dinamičke rekonfigurabilnosti mrežnih i virtualnih organizacija
Analysing meta-organizations with embedded brokering services performance modelled as a call-centre for supporting dynamic reconfigurability of networked and virtual organizations
aUniversity of Minho, Centro Algoritmi, Department of Production and Systems Engineering, Guimarães, Portugal bUniversity of Minho, Department of Production and Systems Engineering, Portugal cPolytechnic of Porto, School of Enginnering, Portugal dPolytechnic Institute of Cávado and Ave, Barcelos, Portugal + Polytechnic of Porto, School of Engineering, Portugal ePolytechnic Institute of Cávado and Ave, 2Ai - Applied Artificial Intelligence Lab, Barcelos, Portugal
e-adresa: putnikgd@dps.uminho.pt
Projekat: This work has been supported by FCT - Fundação para a Ciência e Tecnologia within the R&D Units Project Scope: UIDB/00319/2020.
Ključne reči: brokering service; call center; Erlang formula; meta-organizations; virtual enterprises; Industry 4.0
Sažetak
Različite kompanije odlučuju da podugovaraju deo svojih usluga kako bi se fokusirale na svoj glavni biznis i kako bi poboljšale nivo usluga. Ovakav pristup vodi do nove vrste organizacija, takozvanih mreženh i virtuelnih preduzeća, gde, moguće, veliki broj kompanija radi zajedno bez direktnog kontakta, preko brokera, kao posrednika, koji pojednostavljuje odnose među njima. Da bi se omogućio visok nivo efikasnosti, kao i neki drugi funkcionalni zahtevi, koncipirani su meta-organizacije i brokerski servisi kao okruženja i servisi za operacije i dinamičke rekonfiguracije mrežnih i virtuelnih preduzeća, koja predstavljaju modele organizacije-organizacija, kao implementacija jednog od modela Industrije 4.0 i ekosistema za dinamičku konfiguraciju mreženh i virtuelnih preduzeća. U ovom radu analizirane su meta-organizacije, s integrisanim brokerskim uslugama, modelirane kao pozivni centri. Predstavljene su različite simulacije, zasnovane na Erlang-ovim formulama za procenu nekih parametara projektovanja i performansi, kao što su nivo usluge, prosečno vreme čekanja, zauzetost (opterećenje) agenata i intenzitet saobraćaja servisa.
Abstract
Various companies choose to outsource the delivery of part of their services, so as not to deviate from its core business and improve the service level. This approach leads to a new type of organizations, so-called networked and virtual enterprises, where possibly a great number of companies work together without having direct contact but through a broker, as an intermediary, that streamlines the relationships between them. To enable high level efficiency, as well as some other functional requirements, the meta-organizations and brokering services are conceived as environments and services for networked and virtual enterprises operation and dynamic reconfigurations, representing a model of organizations-of-organizations, as an implementation of one of the Industry 4.0 models and ecosystem for networked and virtual enterprises dynamic reconfiguration. In this paper, the meta-organizations with embedded brokering services, modelled as call centres, are analyzed. Various simulations are presented, based on Erlang's formulas for some of design and performance measures parameters evaluation, such as service level, average waiting time, agent occupancy and service traffic intensity.
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