Service quality in the management of simulation projects

ABSTRACT

Discusses how the concepts of service quality can be applied to simulation projects, the aim being to find a means for improving the quality of simulation studies and so increase the chance of reaching a successful outcome. The terms validity, credibility and acceptability are often used in the context of simulation project success. However, there is some disagreement about the meaning of these terms and only a limited understanding of how they are achieved. This paper sets simulation projects in the context of a service provided to a customer. The service provider's aim is to maximise the quality of the work. A short review of service quality concepts is given. A series of interviews has been performed to establish the factors involved in a customer's assessment of the success of a simulation study. These factors have been summarised in 19 groups (or dimensions). The aim is to create a survey instrument which can be used to assess the quality of a project as it progresses and once it is complete.

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INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS

Additional Classification:
  I. Computing Methodologies
  I.6 SIMULATION AND MODELING
      I.6.1 Simulation Theory
          Subjects: Model classification

  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.4 System Management
          Subjects: Quality assurance

General Terms:
Management, Performance