engleski

Discrete-Event Simulation Model of Customer Support Service in Telecommunications

The objective of this paper is to create a simulation model for customer service in the telecommunication sector with the aim of identifying problems and reducing waiting time and queues. The model is based on discrete- event simulation and uses triangular and normal random distribution functions in modeling business processes. The data for the model is obtained by interviewing employees of a large Croatian telecommunication company. The activity cycle diagram was built showing the flow of business processes, and life cycles for all types of entities that exist in the model. After the simulation model is created and ran in a number of iterations, the simulation results are used to determine expected waiting time, size of queues in two departments, the cost, and the utilization of resources. A what- if analysis is conducted to propose possible improvements of the business processes. The model can serve as a support in making operational decisions in customer relationship management.

discrete-event simulation ; modeling ; queues ; business processes

nije evidentirano