Advancing Organizational Performance: A Strategic Framework to Multiscale Modeling and Simulation

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.