Abstract
This paper describes the use of discrete event simulation in the resource, throughput and content analysis and improvement of a business process in the Iranian Information and Documentation Centre (IRANDOC). The process was initially mapped using Data Flow Diagrams (DFD), and the objectives of the study for a range of users were captured using the Delphi method. The time taken for the tasks in the process were estimated by work study, and the simulation was developed in ServiceModel™. The simulation was valuable in understanding why the current systems were not performing satisfactorily and led to a number of proposals for improvement. This mixed use of hard (simulation) and soft (Delphi) methods proved a fruitful way to gain process improvements and could be employed in other organisations.
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Zarei, B. Simulation for business process re-engineering: case study of a database management system. J Oper Res Soc 52, 1327–1337 (2001). https://doi.org/10.1057/palgrave.jors.2601208
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DOI: https://doi.org/10.1057/palgrave.jors.2601208