Queue Management

Queue Management Challenges

To optimise the rotas and dispatching of tasks to balance productivity and waiting times
To design shift patterns and calculate the number of resources to be rostered on that shift pattern to match forecasted demand
To design business rules to decide when to dedicate skills or to multi-skill
To balance waiting times with productivity through operating rules
To respond to fluctuating demand
To best combine queue specific work with filler type work
To deal with seasonal and peak-time fluctuations in demand

SERVICE LEVELS ARE PARAMOUNT

Simulation modelling in Queue Management systems refers to the simulation of a person/call/order from; entering the system, queueing to be processed (by a resource/person) to exiting. This can involve single or multiple queues. Processing times can vary and the number of resources available at any time can be scheduled/rostered. In a simulation model:

Processing times can be person specific; skills and shifts can be worker specific
Crews, interlinked steps, roster rules or any business rule can be modelled
Demand can be seasonal, monthly, weekly or daily
Demand is at an event level (i.e. seconds) and not in bucket intervals
There are no data limitations
In fact, anything that can be described can be modelled

BEFORE YOU DO IT – MODEL IT

Simulation has been used to

Reduce queueing times by 15%
Arbitrate new business practices between unions and management
Optimise staffing/rotas levels
Identify the benefits of additional staff/equipment
Ensure that the system will provide queue times required?
Can the system deal with spikes in demand?
Minimise regulator costs

Staff Schedules
Staffing Levels
Skills Matching
Service Levels
Queue Handling
Call Centres

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Simulation Ireland helped eircom completed repairs 16% sooner with 19% less resource, by using simulation modelling.

Simulation Ireland saved us 200,000 Euro in a two day project, using simulation modelling.

Simulation Ireland helped us re-design a high volume line and increased our output by 15% with minimal investment, using simulation modelling.

Simulation Ireland helped us gain a deeper understanding of our material handling systems in a short time, using Simulation Modelling.

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Queue Management

SERVICE LEVELS ARE PARAMOUNT

BEFORE YOU DO IT – MODEL IT

Eircom

Intel

HP

Hasbro