Improving Waiting Line Characteristics in Sales Points Using Computer Simulation: A Case Study
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| Author(s) |
|Said Ali Hassan El-Quliti|
| KEYWORDS |
Waiting lines, Mobily Company, Sales points, Modeling and Simulation, Customer satisfaction.
This paper focuses on predicting and economically scheduling the number of sales executives in sales points for Mobily Company for increasing customer satisfaction. The main goal is to determine the suitable number of workstations in order to decrease customers waiting time while considering the cost as a vital factor. An Arena simulation model is built; the best scenario attained a net profit of SR 1,509,506 with an average total system time of 453 seconds with a decrease of 72% compared with the current situation. Number of unsatisfied customers was decreased by 77%, number of satisfied customers increased by 374%, and net profit increased by 6.2% despite increasing the number of employees.
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