A queueing network model for field service support systems

This paper combines research in the area of computer systems performance modeling with the area of field service support systems. Field service support is becoming increasingly important with the rising complexity of the products in many industries. In particular, the field service of communication equipment, manufacturing equipment and computers is a major factor of consumer choice. Managers of field service support systems need models and tools to analyze the impact of strategic decisions on customer service and cost. This paper presents a useful, computationally efficient model to evaluate the impact of many strategic decisions. It provides a strong example of the integrative research which is vital to industries and the practice of management science. Important extensions and other areas of related research are highlighted as well.