Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı

İşletmelerde bir ürün ya da hizmete olan talebin artması ve çalışan sayısının yetersiz kalması, hammadde/ yarı mamul stoklarının düşük olması vb. nedenlerden dolayı müşteriler beklemek zorunda kalmaktadır. Kuyrukta bekleme süresinin azaltılması müşteri memnuniyetini artırır. Uzun kuyruklar müşterilerin sistemden ayrılmasına ve bunun sonucunda personelin boşta kalmasına ve maliyetlerin artmasına neden olur. Kuyrukta bekleme süresi ve personel maliyetleri arasında karar vermede ikilem oluşmaktadır. Bu çalışma kapsamında, hizmet sektörüne yönelik kuyruk sistemi modellerinin benzetilebildiği ve performansının ölçülebildiği ve personel optimizasyonun gerçekleştirilebildiği esnek bir simülasyon yazılımı (QS-Sim) geliştirilmiştir. Geliştirilen yazılım ile bir hizmet veya üretim sistemi modellenebilmektedir. Sisteme yeni paralel istasyonlar eklenebilmekte, müşteri geliş ve servis süresi ise sürece uygun dağılımlar ile; Poisson, Üstel, Normal, Erlang dağılımları veya Deterministik olarak düzenlenebilmektedir. Yazılım yardımıyla, hizmet sektöründe karşılaşılan bekleme hattı problemlerine yönelik performans ölçülebilmekte ve personel optimizasyon arayüzü farklı personel sayılarındaki maliyetler elde edilebilmektedir. Farklı sektörlerden elde edilen veriler ile oluşturulan modellerin simülasyon sonuçları ve aynı modellerin personel optimizasyonu gerçekleştirilmiştir. Farklı sektörlere ait örenk Simülasyon modelleri ve personel optimizasyon sonuçları karşılaştırmalı olarak bu çalışmada analiz edilmiştir.

Anahtar Kelimeler:

Personel optimizasyonu, Servis sistemleri, Simülasyon, Dağılımlar

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