MODEL FOR CALCULATING OPERATIONAL CAPACITIES IN SERVICE PROVIDERS USING SYSTEM DYNAMICS

摘要

In this article establishes the allocation study importance for the workforce in the service industry, focusing on credit companies in the financial sector, given its complexity and the relationship between the operational capacity determination in offices, in relation with fluctuations in transactional demand of system. Based on historical data and system behavior using statistical analysis, was simulated the transactional demand and profitability behavior. Once defined the model for calculating operational capacity, and supported on system dynamics model was constructed a continuous simulation that calculates the resources number (workforce, workstations and ATMs) required to serve the services demand and looking for the maximum use of available capacity, formulated as a proposal not only for credit companies, also for service companies with similar settings and want to evaluate the allocation of these resources with variable demand in a particular or general sector of the system.