Analysing meta-organizations with embedded brokering services performance modelled as a call-centre for supporting dynamic reconfigurability of networked and virtual organizations

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.

Keywords

• brokering service
• call center
• erlang formula
• meta-organizations
• virtual enterprises
• industry 4.0