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Customer Support Process Analysis: Using statistics and modeling to analyze a global customer support process
Umeå University, Faculty of Science and Technology, Department of Mathematics and Mathematical Statistics.
Umeå University, Faculty of Science and Technology, Department of Mathematics and Mathematical Statistics.
2016 (English)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesisAlternative title
Analys av en supportprocess (Swedish)
Abstract [en]

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.

Abstract [sv]

En utmaning för ett företag med en global support är att erbjuda kvalitativ service till deras kunder. Ledningen för globala supportcenter måste ta hänsyn till kunders önskemål, serviceavtal, budget, resurser med mera. Därför har ledningen ett begränsat handlingsutrymme för att testa nya tillvägagångssätt, speciellt inom globala verksamheter. Målet med det här arbetet är att med hjälp av statistik, modellering och diskret händelsestyrd simulering analysera en global supportprocess. Analysen ska bidra med approximativa resultat vilka kan användas som beslutsunderlag. Modellrepresenationen av den globala support processen tillämpar en icke-parametrisk återsampling för att replikera variabilitet i det observerade systemet. För att replikera variabilitet i ankomstprocessen används återsampling av block (bootstrap block resampling). För att beskriva den observerade globala supportprocessen används data inhämtad från företaget där arbetet utfördes. Resultat från simulering valideras genom jämförelser med observerat data. Simuleringsresultaten validerar modellrepresentationen och därför har potentiella processförbättringar testats. Vidare presenteras diskussion om validering av simuleringsmodellen samt resultat från tester av potentiella processförbättringar.

Place, publisher, year, edition, pages
2016. , 63 p.
National Category
URN: urn:nbn:se:umu:diva-122136OAI: diva2:937536
External cooperation
Case Company
Educational program
Master of Science in Engineering and Management
Available from: 2016-06-16 Created: 2016-06-15 Last updated: 2016-06-15Bibliographically approved

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Björch, TobiasStrålberg, Fredrik
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