The Customer Service Office simulation

Author

Redditt, Marda

Author_Institution

Office of Planning & Resource Manage., Battle Creek, MI, USA

fYear

1995

fDate

3-6 Dec 1995

Firstpage

1073

Lastpage

1076

Abstract

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

Keywords

corporate modelling; digital simulation; logistics data processing; military computing; office automation; simulation; Corporate Modeling and Simulation Office; Customer Service Office simulation; as-is process; automation; customer inquiries; what-if analysis; Analytical models; Automation; Collision mitigation; Customer service; Databases; Delay; Logistics; Performance analysis; Planning; Resource management;

fLanguage

English

Publisher

ieee

Conference_Titel

Simulation Conference Proceedings, 1995. Winter

Conference_Location

Arlington, VA

Print_ISBN

0-78033018-8

Type

conf

DOI

10.1109/WSC.1995.478963

Filename

478963