SERVICE LEVELS PARAMOUNT
- Scheduling staff to meet increased or highly variable demand.
- Dealing with seasonal and peak-time fluctuations in demand.
- Allocating skills into flexible crews
BEFORE YOU DO IT – MODEL IT
Existing Layout/System
- Reduce queueing times
- Optimise staffing levels
- Identify any benefits of additional staff/equipment
Proposed Layout/System
- Will it provide service level required?
- Can the system deal with spikes in demand?
Applications of simulation modelling in Customer Service include:
- Staff Schedules
- Staffing Levels
- Skills Matching
- Service Levels
- Queue Handling
- Call Centres