Thesys Group The Data Mining Company - Simulation in customer services

Typical sponsor

Management

Typical participant

Senior employees
Head of department
IT Data Center
Operational Manager

To whom do we recommend?

Offices, Banks, Telecoms with branches
Those who believe their resource allocations do not efficient, and want to know the right solution.
To optimize schedules and reduce waiting times with the given resources.
Those who wants scientific proof for the effects of a new investment, a more efficient process restructuring, or for human resource reallocations.
To enumerate customer satisfaction

Aim of the project

To find an optimal human resource allocation for different tasks, while minimizing the client queue and the average waiting time. To avoid delays, unclosed issues, leaving customers caused by the non efficient process scheduling.

Technical content

The project is based on discrete event simulation. A mathematical model is built to describe the real life processes, while simulation helps to understand the underlying mechanism of the modeled situation. The computer aided method is also used to find the optimal actions in predefinied decision points.

Results

Simulation of real life process based on statistical and empirical data
Understand the impact of system changes without the investment of additional capital or physical changing
Simulation model for the whole office
Probability evaluation of queues
Software for everyday use in scheduling
Resource schedule optimization

DOs and DON’Ts

Provide the most detailed data
Continuous communication with the modeler team

Don’t

Simulation is not a crystal ball
Do not expect future telling
The results do not necessarily equal your expectations

The figure shows a bank office simulation model evaluating the resource utilizations, waiting times in queues and the lost customers.

Why we are different

Working with wide range of clients from different industries, helps us to see the problems from different aspects, and to find a more specific feasible solution
Our colleagues have compound skills of mathematics, simulation and real life experience
In 2010, Thesys has become an official partner of Rockwell Software, and distributing the Arena simulation software internationally
University professors also participate in research

Customer Services Simulation