Applying process simulation to improve telecommunications services operations

The authors describe a trial application based on the results of a process simulation analysis in network service maintenance. Specifically, by converting the customer trouble resolution process (CTRP) into a quasi manufacturing framework, they applied process simulation to understand the tradeoffs among the process cycle time, customer transaction time, and resource requirements. Through this, they learned that process simulation can be an effective tool to systematically manage and improve repetitive service processes, such as those associated with a service work center