Please use this identifier to cite or link to this item: http://bura.brunel.ac.uk/handle/2438/30814
Title: Advancing Organizational Performance: A Strategic Framework to Multiscale Modeling and Simulation
Authors: Kashefi, A
Alwzinani, F
Keywords: discrete event simulation (DES);multiscale modeling and simulation (MMS);operational efficiency;organizational performance
Issue Date: 28-Jun-2024
Publisher: Springer Nature
Citation: Kashefi, A. and Alwzinani, F. (2024) 'Advancing Organizational Performance: A Strategic Framework to Multiscale Modeling and Simulation', in L. Franco et al. (eds.) Computational Science – ICCS 2024. ICCS 2024. (Lecture Notes in Computer Science, vol 14836). Cham, Springer, pp. 429 - 436. doi: 10.1007/978-3-031-63775-9_32.
Series/Report no.: Lecture Notes in Computer Science;14836
Abstract: In the modern, fast-moving, and technology-centric business world, the importance of service desks in swiftly and effectively addressing tech-related challenges cannot be overstated. The changing nature of work environments, particularly with the rise of remote and hybrid models post-pandemic, highlights the critical need for a simulation strategy that goes beyond individual departments to include the broader organizational context across various levels. Focusing on this need, we embarked on a project using Discrete Event Simulation (DES) to tackle the operational hurdles faced by the service desk of a leading UK-based telecommunications firm, marking the beginning of a larger initiative aimed at multiscale modeling and simulation (MMS). We have formulated a robust five-phase strategic framework to elevate and enhance organizational performance by applying a detailed DES analysis to refine the service desk operations. This framework examines the potential for targeted improvements within the service desk to have wider benefits, impacting everything from staff satisfaction and efficiency to the overall resilience of the organization.
URI: https://bura.brunel.ac.uk/handle/2438/30814
ISBN: 978-3-031-63774-2 (pbk)
978-3-031-63775-9 (ebk)
ISSN: 0302-9743
Other Identifiers: ORCiD: Armin Kashefi https://orcid.org/0000-0001-7816-2227
ORCiD: Faris Alwzinani https://orcid.org/0000-0001-8198-9188
14836
Appears in Collections:Dept of Computer Science Embargoed Research Papers

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FullText.pdfEmbargoed until 28 June 2025. Copyright © 2024 The Author(s), under exclusive license to Springer Nature Switzerland AG.  This is a pre-copyedited, author-produced version of a book chapter accepted for publication in Computational Science – ICCS 2024. ICCS 2024. Lecture Notes in Computer Science, vol. 14836, following peer review. The final authenticated version is available online at https://doi.org/10.1007/978-3-031-63775-9_32 (see: https://www.springernature.com/gp/open-research/policies/book-policies).410.03 kBAdobe PDFView/Open


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