Simulation with Arena

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Defining the Data (cont’d.)• Sets module– Resource sets — group tech support staff according to theircapabilities on the product types– Tally sets — group queue-wait tallies according to producttype for both original tech support calls and return calls• Simulate module– Called for 10 replications of 660 minutes (11 hours) each– Two check boxes for what to reset between replications (sofour possible combinations)• Initialize System? (We said no, due to return-call carryovers)• Initialize Statistics? (We said yes, to see variation across days)Simulation with Arena — Chapter 8 — Detailed Modeling 8 - 22
Defining the Data (cont’d.)• Expressions module– Times for tech support calls and return calls (could havedone directly in modules where needed)– Expression for number of tech support people available(idle) for each product type — used later in animated plotsSimulation with Arena — Chapter 8 — Detailed Modeling 8 - 23
Page 1 and 2: Chapter 8Detailed Modeling
Page 3 and 4: Model 8.1: A Generic Call CenterSys
Page 5 and 6: Technical Support Calls (cont’d.)
Page 7 and 8: Order-Status Calls• Automatically
Page 9 and 10: Staffing• All employees work 8-ho
Page 11 and 12: Key Output PerformanceMeasures• C
Page 13 and 14: Nonstationary Poisson Process• Ca
Page 15 and 16: Balking• Calls arriving when all
Page 17 and 18: Statistical and Analysis Needs• T
Page 19 and 20: Terminating or Steady-State• Ofte
Page 21: Defining the Data• Collect data m
Page 25 and 26: Increment Time Period (cont’d.)
Page 27 and 28: Create Arrivals and Direct toServic
Page 29 and 30: Technical Support Calls• Lots of
Page 31 and 32: Technical Support Calls (cont’d.)
Page 33 and 34: Order-Status Calls• Initially don
Page 35 and 36: Finding and Fixing Model Errors(con
Page 37 and 38: Animating the Model (cont’d.)•

Simulation with Arena

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