System Dynamics Modeling: A Call Center Learning and Decision-support Tool

摘要

This paper uses system dynamics modeling to simulate the operation of a telecommunications call center. The goal was to promote learning about the dynamic relationships among key variables in the system to gain insight into seemingly incompatible service level requirements. To this end, a system dynamics model is used to explore the effect of alternative staffing policies on the level and consistency of service quality metrics. Additionally, the interrelationships among financial, service quality and employee performance metrics in the call center's scorecard are explored in order to support evaluation of alternative policies intended to improve operational costs and service levels.