System Dynamics Models of Field Force Operations

Abstract

This chapter discusses an approach to modelling service operations appropriate to long-term strategic planning which incorporates the modelling of service performance as an integral feature of the methodology. The approach is based on the system dynamics technique, which emphasises dynamic complexity over detail complexity. We present the rationale behind the approach, with a key principle being that the combined effect of decisions, e.g. on resource deployment, tends to equalise tension across the organisation with ‘tension’ represented by equations relating performance, targets and prioritisations. We use a simple implementation of this approach to demonstrate the types of scenarios that we have explored with clients, followed by a description of how we have used a more comprehensive version, validated against historical data, to model the field operations of a major BT line of business, including a discussion of some of the challenges faced.