DYNA JOURNAL ENGINEERING

Key words:

Servicio de Asistencia Técnica (SAT), recursos, Tiempo Medio de Buen Funcionamiento (MTBF), Tiempo Medio de Reparación (MTTR), optimización, toma de decisiones, simulación de eventos discretos, Technical Service Assistance (TAS), Resources, Mean Time Between Failures (MTBF), Mean Time To Recovery (MTTR), optimization, decision making, discrete event simulation.

Article type:

ARTICULO DE INVESTIGACION / RESEARCH ARTICLE

Section:

RESEARCH ARTICLES

In today’s increasingly global industrial environment, machinery manufacturers should base their offer beyond the selling of efficient, good quality and good priced products. It is necessary for companies offer prompt and efficient technical assistance service to their customers (regardless their location) if they want to continue surviving and competing. On the other hand, customers are willing to pay for machinery equipment which guarantee high production availability. Consequently, service and, particularly, Technical Assistance Service (TAS) become critical when assuring this availability. In this sense, companies have increased their export sales with not a clear or accurate sized and location of their TAS units. This paper focuses on the optimization the sizing of required human resources TAS points and TAS points locations through the use of a Discrete Event Simulation software. The
program has been used in a real case in order to optimize the TAS department of a company of DANOBATGROUP in a specific area. This work has been carried out through the use of a Discrete Event Simulation program and later exploitation with spreadsheets.