Using simulation to realize TQM within a technical support department

The following report summarizes the findings of a pilot study performed for a Midwest communications software company. The pilot study was performed to show that simulation is a useful tool in realizing Total Quality Management (TQM) within the companyʹs Technical Support Department. Simulation was used to determine the amount of resources required (i.e., telephone lines and technical support specialists) to maintain an acceptable level of service. It is believed that this level of service has a direct bearing on customer satisfaction, one of the major objectives of TQM. Simulation is one way to assess an acceptable level of service and thus assist in the realization of TQM.