Customer Support Process Analysis : Using statistics and modeling to analyze a global customer support process

Sammanfattning: A key challenge for a company with global support is to provide qualitative service to their customers. Management of global support centers has to consider customer requirements, service agreements, budget, resources and more. Therefore, management has a limited room for testing new approaches, especially in global operations. This thesis aims to use statistics, modeling and discrete event simulation to analyze a global support process. Analysis shall provide approximate results to support decision making. Model representation of the global support process uses non-parametric bootstrap, to replicate variability observed in the real-world system. Variability in the arrival process is considered by using bootstrap block resampling. To describe the observed global support process, data has been collected from the case company. The results from simulation are validated by comparison with the observed data. Simulation results validate the model representation and therefore potential process enhancements are tested. Further, discussion considers results from test of process enhancements and validity of the simulation model.