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The engineer availability process A study of a predictive process

The engineer availability process A study of a predictive process Outlines the main findings of a study of a process in a major organization (involved in the servicing of capital equipment) which seeks to predict customer demand for service calls and match these against engineering resources. The process is called the engineer availability process (EAP) and has been examined in two geographical areas of the host company. Among the findings is that, no matter what means are used to predict demand, there is always a need for a flexible revision of supply. This revision can be met between formal and informal clustering of engineers. The former delivers a consistent output of jobs per day across a clustered team whereas with informal clustering, the distribution across teams is less consistent and puts greater pressure on individual teams to match supply and demand. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Business Process Re‐engineering & Management Journal Emerald Publishing

The engineer availability process A study of a predictive process

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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
1355-2503
DOI
10.1108/14637159610151190
Publisher site
See Article on Publisher Site

Abstract

Outlines the main findings of a study of a process in a major organization (involved in the servicing of capital equipment) which seeks to predict customer demand for service calls and match these against engineering resources. The process is called the engineer availability process (EAP) and has been examined in two geographical areas of the host company. Among the findings is that, no matter what means are used to predict demand, there is always a need for a flexible revision of supply. This revision can be met between formal and informal clustering of engineers. The former delivers a consistent output of jobs per day across a clustered team whereas with informal clustering, the distribution across teams is less consistent and puts greater pressure on individual teams to match supply and demand.

Journal

Business Process Re‐engineering & Management Journal – Emerald Publishing

Published: Dec 1, 1996

Keywords: Maintenance; Performance measurement; Predictive process; Re‐engineering

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