Optimal service channel reconfiguration based on multi-agent simulation
DOI: 10.1109/WSC.2008.4736440 Conference: Proceedings of the 2008 Winter Simulation Conference, Global Gateway to Discovery, WSC 2008, InterContinental Hotel, Miami, Florida, USA, December 7-10, 2008
Solving the problem of long queues becomes increasingly urgent in many on-site service outlets. For example, in a bank branch or a government agency, customers may have to wait for a very long time to be served. How to optimally reconfigure the capability of service channels in such outlets is a key for the service providers to improve efficiency and quality of service. In this paper, we propose a method to optimally configure service channels at a given service outlet. We integrate customer experience metrics with cost and profit into a unified objective function for optimization. Multi-agent simulation technique is employed to model the stochastic service processes and customer behavior, and to evaluate the objective function in optimizing service channel capacity. Some real-life data collected from bank branches provide significant empirical support to the method and demonstrate that the presented method is both effective and efficient.
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