Service Supply Chain Design by Using Agent-Based Simulation

Supply chain management is an important function in the service delivery. It comprises of physical materials and tools needed as well as intangible operational parts. The process of designing service supply chains is a task combining the aspects of customer-server interaction, resourcing, and service delivery. Operational and structure-related decisions are evaluated by using key performance indicators. Agent-based modelling (ABM) offers a possibility to simulate the behaviour of such system. Customers and servers can be modelled as agents obeying rules and operating in a common world. Interactions and events may occur based on agent type, geographic location, or past events. ABM approach can answer what-if questions or test the limit conditions of a designed delivery system.