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Management Policies to Improve the Effectiveness of Multi‐Station Service Organizations *
Author(s) -
Clark Thomas D.,
Hammond Donald H.,
Cossick Kathy L.
Publication year - 1992
Publication title -
decision sciences
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.238
H-Index - 108
eISSN - 1540-5915
pISSN - 0011-7315
DOI - 10.1111/j.1540-5915.1992.tb00432.x
Subject(s) - variety (cybernetics) , computer science , service (business) , queueing theory , representation (politics) , operations research , control (management) , measure (data warehouse) , service system , process management , risk analysis (engineering) , operations management , business , marketing , database , computer network , artificial intelligence , politics , political science , law , engineering , economics
A SLAM based simulation model of a multi‐station, tandem queuing structure characteristic of a variety of service systems is employed to test various design options for the system. The model is based on an extensive study of the State of Florida driver licensing offices. The multiple objectives of low time in the system for customers and the efficient use of personnel resources are employed to measure the benefits of policy options. The use of simulation analysis permits the incorporation of complex system characteristics, therefore providing a realistic representation of the effects of possible management actions. Effective methods to control labor in such systems are suggested.