Help Desk Model

This demonstration model shows how SIMPROCESS can be used for modeling the random nature of a Help Desk. The Help Desk utilizes three types of Customer Service Representatives (CSR’s) to handle incoming customer calls. These CSR’s are modeled as Resources. The three type of CSR’s are:

CSRHelp

Customer Service Representative trained to handle calls regarding transfer of ownership, power outage and billing inquiries.

CSRPage

Customer Service Representative trained to handle calls regarding paging inquiries.

CSR

These are Customer Service Representative cross-trained to handle calls regarding transfer of ownership, power outage, billing and paging. The hierarchical business process “Help Desk” contains two alternative ways of utilizing the same total number of resources. The business objective of this exercise is to best utilize the CSR’s to minimize the time customers spend on hold waiting for an available Representative.

HelpDesk_pic1

Alternative 1

This is the “As-Is” process. When a call arrives, it is answered by the first available CSRHelp. The representative determines the nature of the inquiry. The CSRHelp then either passes the call to “Desk 2” if it is a paging inquiry, or else handles the call. If the call is passed to Desk 2, the customer is put on hold until a CSRPage is available.

Alternative 2

This is the “To Be” version of the process. When a call arrives, it is answered by the first available CSR. The Representative determines what the nature of the inquiry and services the customer regardless of the category.

Demonstration Model

In order to view the demonstration model you must have SIMPROCESS installed on your computer and you must have a license. If you don’t have SIMPROCESS you may download a trial version.

You must save the demo model file by RIGHT CLICKING on the file below and select “Save Target As”. Save the file to your computer. After you launch SIMPROCESS select File and Open. Then navigate to where you saved the demo file and select to open it.

Additional demonstration models are in the models/Demos directory which is located in the SIMPROCESS working directory.