Abstract
Various companies choose to outsource the delivery of part of their services, so as not to deviate from its core business and improve the service level. This approach leads to a new type of organizations, so-called networked and virtual enterprises, where possibly a great number of companies work together without having direct contact but through a broker, as an intermediary, that streamlines the relationships between them. To enable high level efficiency, as well as some other functional requirements, the meta-organizations and brokering services are conceived as environments and services for networked and virtual enterprises operation and dynamic reconfigurations, representing a model of organizations-of-organizations, as an implementation of one of the Industry 4.0 models and ecosystem for networked and virtual enterprises dynamic reconfiguration. In this paper, the meta-organizations with embedded brokering services, modelled as call centres, are analyzed. Various simulations are presented, based on Erlang's formulas for some of design and performance measures parameters evaluation, such as service level, average waiting time, agent occupancy and service traffic intensity.
Highlights
In response to market demand, many companies choose a helpdesk service to support the customer after the product or service sale
To enable high level efficiency, as well as some other functional requirements, the meta-organizations and brokering services are conceived as environments and services for networked and virtual enterprises operation and dynamic reconfigurations, representing a model of organizations-of-organizations, as an implementation of one of the Industry 4.0 models and ecosystem for networked and virtual enterprises dynamic reconfiguration
This relation could be: a) Owned: a member owns the project in 100% and subcontracts other members to provide products and services; b) Co-owned closed: a group of members owns the project, and project shares are divided in accordance with all group members; FME Transactions c) Co-owned open: all members could contribute to the project, having a share of the project depending of the contribution; d) Open: all members could contribute freely to the project, and this project does not have ownership, it is open to the community of members”
Summary
In response to market demand, many companies choose a helpdesk service to support the customer after the product or service sale. It could be said that Meta-Organizations, as organizations-of-organizations, represent an Industry 4.0 model implementation and ecosystem for virtual enterprises dynamic reconfiguration, meaning dynamic creation, operation, reconfiguration and dissolution, providing a sustainable environment. The dynamic relation starts with a hierarchical relation, where the member owner/leader of the UVE project - idea/service/product - (Client) defines the initial terms of the relation with other members (Resources) This relation could be: a) Owned: a member owns the project in 100% (knowledge and capital) and subcontracts (outsourcing) other members to provide products and services; b) Co-owned closed: a group of members owns the project, and project shares are divided in accordance with all group members; FME Transactions c) Co-owned open: all members could contribute to the project, having a share of the project depending of the contribution; d) Open: all members could contribute freely to the project, and this project does not have ownership, it is open to the community of members”
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