International Scientific Journals
of Scientific Technical Union of Mechanical Engineering "Industry 4.0"

This work is dedicated to the development of a simulation model of a Field Service Management (FSM) system. Its tasks include modelling the management of the activities of employees of a field service company: maintaining requests, dispatching orders and field workers, monitoring the quality of work performed. The goals of developing a model of a FSM are to increase the speed of customer service, ensure the process of quality control of work performed, reduce transport and time costs, and provide field workers with the necessary information to understand the scope and location of work. All this leads to improved quality of technical support and service and, as a result, customer satisfaction.

Overcrowding in the Emergency Department (ED) is one of the most important issues in healthcare systems. Two major causes of this congestion are identified, the first one is unjustified Emergency Department visits and the second one a lack of downstream beds. The lack of downstream beds can deteriorate the quality of care for patients who need hospitalization after an ED visit. In this paper a generic simulation model is developed in order to analyse patient pathways from the ED to hospital discharge.