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
OVERVIEW
BENEFITS
APPLICATIONS
OVERVIEW
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
BENEFITS
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
APPLICATIONS
- Staff Schedules
- Staffing Levels
- Skills Matching
- Service Levels
- Queue Handling
- Call Centres