Title: Quantitative assessment and capacity planning of business processes in the service sector
Authors : Meierhofer, Jürg
Steiner, Albert
Proceedings: Automation and logistics for manufacturing in Switzerland
Conference details: IPLnet Workshop: Automation and logistics for manufacturing in Switzerland, Institut für Produktions- und Logistiksysteme, Murten, 7-8 September 2004
Publisher / Ed. Institution : FHNW Fachhochschule Nordwestschweiz
Publisher / Ed. Institution: Brugg
Issue Date: 2004
License (according to publishing contract) : Licence according to publishing contract
Type of review: Not specified
Language : English
Subjects : Outsourcing; Capacity planning; Process optimization
Subject (DDC) : 658.5: Production management
Abstract: This paper presents a framework for the quantitative assessment and optimization of business processes in the service sector. This topic gets increasing attention and importance on the background of the numerous outsourcing projects, which allow large organizations to concentrate on their core competences by delegating non core processes to external insourcers. We describe why it is of utmost importance for the insourcer to evaluate the business process in a quantitative way in order to reduce its business risk. We develop a capacity model that provides a first insight on the basis of load factors with very little computation effort. Next, we describe the development of a simulation model that is able to capture the dynamical aspects like delay fluctuations. An overtime model is elaborated which allows to level out the phases of peak load. The simulation model provides the number of daily overtime hours that the employees of the individual functional groups need to work. This overtime work can either be done by existing employees or by external freelancers.
Departement: School of Engineering
Organisational Unit: Institute of Data Analysis and Process Design (IDP)
Publication type: Conference paper
ISBN: 9782839900560
URI: https://digitalcollection.zhaw.ch/handle/11475/14047
Appears in Collections:Publikationen School of Engineering

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