The service productivity learning cockpit – a business-intelligence tool for service enterprises Prof. Dr. Torsten Eymann, Universität Bayreuth, Lehrstuhl für Wirtschaftsinformatik

Computer simulation is a way to imitate business processes based on reality. Due to the fact that the environment in hospitals is highly dynamic with local autonomy of stakeholders participating in the business processes, we found an agent–based modeling and simulation (ABMS) approach to be most suitable and it is therefore applied in this context. From an inception to a running simulation, followed by an analysis of the output, we need to keep in mind our user’s physical problem as well as their capability of digesting the results. An interface between a computer modeler/programmer’s deliverable and a user like a hospital manager who learns from the simulated behavior of physical reality, is a visualization tool. We call this tool a “Learning Cockpit” (LC). Although a manager has experience in managing their business and they use personal qualities to positively drive their organization in challenging business environments, a simulation provides them additional support in decision process. With the help of simulation, they should be able to clearly and concisely grasp the information about the current operations, the resources involved and the inherent costs to get an output. They should be able to measure the performance of the current setup, and if necessary, make some changes and bring more value to the organization


 3.1 Development phases
 3.2 Design
    3.3 A TAM2–based validation
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