The Customer Service Office simulation

The paper presents the analysis of our Customer Service Office (CSO) process. The CSO was undergoing many changes and needed to look at automating more of their process. Under the “as-is” process, they were not keeping up with the customers´ inquiries. They were averaging about 13,500 inquiries a year and a backlog of about 75 inquiries. Though 75 inquiries does not suggest an excessive backlog, when you are a customer waiting, it is. The Corporate Modeling and Simulation (CMS) Office reviewed the “as-is” process and then performed “what-if” analysis on the proposed automated effort. Looking at the proposed automation through simulation would let the CSO determine if there were any problems that might occur and correct prior to implementation