Decision Support for Management of Agents´ Knowledge and Skills with Job Rotation in Service-Oriented Organization

Service-oriented organizations have the properties that their main resources are the knowledge and skills of service agents, and they produce intangible outputs, while those of manufacturing organizations are tangible products. So managers in the service-oriented organizations have taken "seat-of-the-pants" approaches to evaluate their new policies for preventing productivity slump. The purpose of this paper is to model service agents and tasks in a specific service-oriented organization through a field research, and to provide helpful information from the viewpoint of creating multi-skilled agents for the managers, who wish to make an accurate policy relevant to job rotation, through agent-based social simulation (ABSS) with the model.