Design an effective workflow in simulation

Workflow establishes the steps to carry a certain task. By documenting the steps in a process map, it enables process designer to visualize the workflow and facilitate work standardization. As process map could only present the workflow in static, it could not describe the effectiveness of the workflow in actual operation. By designing the workflow using simulation system, we could analyze the effectiveness of the workflow, which represented by the key performance output variables with a set of key performance input variables. The workflow of a call center is used to describe the steps in using simulation to design workflow and an actual case is also used to describe the effectiveness of such approach.