Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
This paper evaluates the real capacity of the customer service system in a Health Care Service Provider (HCSP) in which users request a service using a multi-channel M/M/n queueing system with Poisson arrivals and exponential times. The assistance process shows that an individual who wants to reques...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Universidad Nacional de Colombia
2019-04-01
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| Series: | Innovar: Revista de Ciencias Administrativas y Sociales |
| Subjects: | |
| Online Access: | https://revistas.unal.edu.co/index.php/innovar/article/view/77934 |
| _version_ | 1818689544075083776 |
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| author | Jorge Aníbal Restrepo-Morales Emerson Andrés Giraldo Betancur Juan Gabriel Vanegas López |
| author_facet | Jorge Aníbal Restrepo-Morales Emerson Andrés Giraldo Betancur Juan Gabriel Vanegas López |
| author_sort | Jorge Aníbal Restrepo-Morales |
| collection | DOAJ |
| description | This paper evaluates the real capacity of the customer service system in a Health Care Service Provider (HCSP) in which users request a service using a multi-channel M/M/n queueing system with Poisson arrivals and exponential times. The assistance process shows that an individual who wants to request a diagnostic test must wait his/her turn in several cubicles. The aim of this paper is to develop a methodology that generates two-way results in improving not only HCSP performance, but also in implementing strategies that lead to better service perception. A discrete-event simulation model is presented to determine the times for processes and forecast the demand. The entire process in HCSP takes up to four hours, although, based on our results, waiting times could be 50% shorter by decreasing the number of operative tasks that physicians and nurses should perform and implementing an electronic ticket dispenser. Improving customer service is relevant for a HCSP organization. Therefore, our simulation process could be implemented in different scenarios in order to integrate results in planning and decision-making processes. |
| first_indexed | 2024-12-17T12:11:47Z |
| format | Article |
| id | doaj.art-893b5009e9fa42f0b213dc382fabc587 |
| institution | Directory Open Access Journal |
| issn | 0121-5051 2248-6968 |
| language | English |
| last_indexed | 2024-12-17T12:11:47Z |
| publishDate | 2019-04-01 |
| publisher | Universidad Nacional de Colombia |
| record_format | Article |
| series | Innovar: Revista de Ciencias Administrativas y Sociales |
| spelling | doaj.art-893b5009e9fa42f0b213dc382fabc5872022-12-21T21:49:23ZengUniversidad Nacional de ColombiaInnovar: Revista de Ciencias Administrativas y Sociales0121-50512248-69682019-04-0129728910210.15446/innovar.v29n72.7793450283Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case StudyJorge Aníbal Restrepo-Morales0Emerson Andrés Giraldo Betancur1Juan Gabriel Vanegas López2Tecnológico de AntioquiaFundación Universitaria Autónoma de las AméricasTecnológico de AntioquiaThis paper evaluates the real capacity of the customer service system in a Health Care Service Provider (HCSP) in which users request a service using a multi-channel M/M/n queueing system with Poisson arrivals and exponential times. The assistance process shows that an individual who wants to request a diagnostic test must wait his/her turn in several cubicles. The aim of this paper is to develop a methodology that generates two-way results in improving not only HCSP performance, but also in implementing strategies that lead to better service perception. A discrete-event simulation model is presented to determine the times for processes and forecast the demand. The entire process in HCSP takes up to four hours, although, based on our results, waiting times could be 50% shorter by decreasing the number of operative tasks that physicians and nurses should perform and implementing an electronic ticket dispenser. Improving customer service is relevant for a HCSP organization. Therefore, our simulation process could be implemented in different scenarios in order to integrate results in planning and decision-making processes.https://revistas.unal.edu.co/index.php/innovar/article/view/77934Discrete simulationoperations researchcustomer serviceoptimization techniquesempirical analysis |
| spellingShingle | Jorge Aníbal Restrepo-Morales Emerson Andrés Giraldo Betancur Juan Gabriel Vanegas López Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study Innovar: Revista de Ciencias Administrativas y Sociales Discrete simulation operations research customer service optimization techniques empirical analysis |
| title | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study |
| title_full | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study |
| title_fullStr | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study |
| title_full_unstemmed | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study |
| title_short | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study |
| title_sort | customer service multichannel model in a health care service provider a discrete simulation case study |
| topic | Discrete simulation operations research customer service optimization techniques empirical analysis |
| url | https://revistas.unal.edu.co/index.php/innovar/article/view/77934 |
| work_keys_str_mv | AT jorgeanibalrestrepomorales customerservicemultichannelmodelinahealthcareserviceprovideradiscretesimulationcasestudy AT emersonandresgiraldobetancur customerservicemultichannelmodelinahealthcareserviceprovideradiscretesimulationcasestudy AT juangabrielvanegaslopez customerservicemultichannelmodelinahealthcareserviceprovideradiscretesimulationcasestudy |