Business process simulation: a fundamental step supporting process centered management

Business processes are increasingly recognised as the key to competitive survival. The important opportunities inherent to this invisible economic asset are the foundations of process-centred management. Simulation of business processes creates added value in understanding, analysing and designing processes by introducing dynamic aspects. It provides decision support by anticipation of future changes in process design and improves understanding of processes. The example of Banque Ge´ne´rale du Luxembourg shows how simulation is used successfully to support the building of process-centred management in a banking environment