Agent-based simulation of measuring the quality of services

Razina kvalitete, što ju postiže tvrtka koja pruža usluge, kompleksne je dinamike. Zahtjevno je optimiranje performansi tvrtke, u stvarnoj, nekarakteriziranoj okolini. U ovom radu doprinosi se navedenom optimiranju primjenom modeliranja pomoću agenata primijenjenog na performanse tvrtke koja pruža usluge. Skup elemenata i relacija, koje predstavljaju strukture takove tvrtke, je opisan i obrazložen. Dodatno, neki elementi koji se javljaju u stvarnosti nisu uključeni u model što je također obrazloženo. Parametri modela podijeljeni su u dvije grupe. Prvu grupu čine parametri što opisuju interakcije između tvrtke i njene okoline, a drugu grupu parametri koji opisuju interakcije između elemenata tvrtke. Interakcije su predstavljene pomoću vremenski ovisne informacijske entropije. Kvaliteta rada tvrtke povezana je s iznosima pripadnih informacijskih entropija. Relativno jednostavni model temeljen na agentima omogućava pouzdano reprezentiranje niza uočenih djelovanja tvrtki koje pružaju usluge.Quality level, achieved by a service-providing company, has complex dynamics. It is demanding to optimise the company’s performances in a realistic, non-characterised environment. This article contributes to stated optimisation by formulating the agent-based model for performance of a service-providing company. A set of elements and relations representing a structure of such a company is described and explained. In addition, some elements occurring in realistic situations are not included in the model and their absence is explained. Parameters of the model are divided into two groups. First group consists of parameters describing interactions between the company and its environment and second group of the parameters describing internal interactions among the company’s elements. Interactions are represented using time-dependent information entropy. Quality of the company’s performances is related to values of accompanying information entropies. Relatively simple agent-based model makes possible reliable representations of a variety of observed functions of service companies