A discrete event simulation in an automotive service context
In recent years, simulation approach for illustrating the current situation and evaluating behavior of system under different condition is widely used especially in service sector. This paper has modeled an after-sale service shop with WITNESS simulation software. The aim of this work is to increase service rate while reducing the amount of waiting time in queues for the entire service shop which results in more customer satisfaction. Results of developed model were analyzed and the main cause of the problem has been identified that was large amount of time a customer should wait before Road Test station and the unbalance situation of Inspection Report Recording stations. The outcome of the simulation model has been validated and some modifications in the structure of the model to improve the system have been set. The result indicates that customer satisfaction has increased at the same time as improving service rate of the system.
Keywords: Simulation, Queue Time, WITNESS, Waiting Time, Customer Satisfaction, Service Rate
Download Full-Text
ABOUT THE AUTHORS
Alireza Rangraz Jeddi
Alireza Rangraz Jeddi has received his Bachelor degree in area of Industrial Engineering in 2005. After gaining some valuable experience in industry, he started his post education in master degree in the field of industrial engineering at UTM University from 2011 until now. He has worked in some industrial companies in areas of technology transfer, molding and optimization of agriculture machinery supply chain and production scheduling. Now he is working on finding a solution for mathematical modeling and optimizing competitive strategy for broad type of industries.
Nafiseh Ghorbani Renani
Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia, Skudai, Johor 81310, Malaysia
Afagh Malek
Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia, Skudai, Johor 81310, Malaysia
Alireza Khademi
Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia, Skudai, Johor 81310, Malaysia
Alireza Rangraz Jeddi
Alireza Rangraz Jeddi has received his Bachelor degree in area of Industrial Engineering in 2005. After gaining some valuable experience in industry, he started his post education in master degree in the field of industrial engineering at UTM University from 2011 until now. He has worked in some industrial companies in areas of technology transfer, molding and optimization of agriculture machinery supply chain and production scheduling. Now he is working on finding a solution for mathematical modeling and optimizing competitive strategy for broad type of industries.
Nafiseh Ghorbani Renani
Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia, Skudai, Johor 81310, Malaysia
Afagh Malek
Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia, Skudai, Johor 81310, Malaysia
Alireza Khademi
Department of Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia, Skudai, Johor 81310, Malaysia
