Chapter5-ModelingDetailedOperations

Chapter5-ModelingDetailedOperations - Modeling Detailed...

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Simulation with Arena, 5th ed. Chapter 5 – Modeling Detailed Operations Slide 1 of 51 Modeling Detailed Operations Chapter 5 Last revision August 20, 2009
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Simulation with Arena, 5th ed. Chapter 5 – Modeling Detailed Operations Slide 2 of 51 What We’ll Do . .. Model 5-1: Simple call center Lower-level modeling, Advanced Process panel Three-way decisions, Variables, Expressions, Storages Blocks panel Terminating vs. steady-state operation Logical (“fake”) entities Terminating Condition in Run > Setup Model 5-2: Enhanced call center Nonstationary Poisson arrival process Sets – Resource, Counter New Statistic data module Types Counter, Time Persistent
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Simulation with Arena, 5th ed. Chapter 5 – Modeling Detailed Operations Slide 3 of 51 What We’ll Do . .. (cont’d.) Model 5-3: Enhanced call center with more output performance measures New Statistic data module Type Output Additional variable resources – look at staffing levels Model 5-4: ( s , S ) inventory Not queueing Choose to use low-level Blocks, Elements panels (SIMAN) Can be done with higher-level panels
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Simulation with Arena, 5th ed. Chapter 5 – Modeling Detailed Operations Slide 4 of 51 Model 5-1: Simple Call Center Setup One phone number for customers to call in to 26 trunk lines, one needed for each call (incoming or outgoing, talking or on hold) Arriving call finding no free trunk lines gets busy signal, goes away Count number of such rejected calls Calls arrive with interarrivals ~ EXPO (0.857) min. First call arrives at time 0 Three incoming call types Initial recording to decide ~ UNIF (0.1, 0.6) min. Tech support (76%), sales (16%), order status (8%)
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Simulation with Arena, 5th ed. Chapter 5 – Modeling Detailed Operations Slide 5 of 51 Model 5-1: Simple Call Center Setup (cont’d.) Tech-support calls For product type 1 (25%), 2 (34%), or 3 (41%) Recording/select time ~ UNIF (0.1, 0.5) Needs qualified tech-support person Two for type 1, three for type 2, three for type 3 No crossover to another type . .. will allow this in Model 5-2 Separate FIFO queues for each type Conversation time ~ TRIA (3, 6, 18) min. for all types Then leaves system Sales calls All the same Four sales staff, all the same One FIFO queue feeding all sales staff Conversation time ~ TRIA (4, 15, 45) Then leaves system
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Simulation with Arena, 5th ed. Chapter 5 – Modeling Detailed Operations Slide 6 of 51 Model 5-1: Simple Call Center Setup (cont’d.) Order-status calls All the same Handled automatically by phone system No limit on number in process at a time, except for trunk-line limit “Conversation” time ~ TRIA (2, 3, 4) After “conversation,” 15% of callers opt to talk to a person Routed to sales staff, conversation lasts an additional TRIA (2, 3, 4) Sales calls have higher priority (non-preemptive)
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Chapter5-ModelingDetailedOperations - Modeling Detailed...

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