Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
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| Format: | Artículo científico |
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Universidad Nacional de Colombia
2019
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| author | Jorge Aníbal Restrepo-Morales |
| author_facet | Jorge Aníbal Restrepo-Morales |
| contents | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study Jorge Aníbal Restrepo-Morales Emerson Andrés Giraldo Betancur Juan Gabriel Vanegas López Administración y Contabilidad customer service empirical analysis Discrete simulation operations research optimization techniques 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. 2019 artículo científico 0121-5051 https://www.redalyc.org/articulo.oa?id=81859539007 https://www.redalyc.org/journal/818/81859539007/ https://www.redalyc.org/journal/818/81859539007/html/ https://www.redalyc.org/journal/818/81859539007/81859539007.epub https://www.redalyc.org/journal/818/81859539007/movil 10.15446/innovar.v29n72.77934 en http://www.redalyc.org/revista.oa?id=818 INNOVAR. Revista de Ciencias Administrativas y Sociales application/pdf Universidad Nacional de Colombia INNOVAR. Revista de Ciencias Administrativas y Sociales (Colombia) Num.72 Vol.29 |
| format | Artículo científico |
| id | redalyc_81859539007 |
| institution | Redalyc |
| language | en |
| publishDate | 2019 |
| publisher | Universidad Nacional de Colombia |
| spellingShingle | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study Jorge Aníbal Restrepo-Morales Administración y Contabilidad customer service empirical analysis Discrete simulation operations research optimization techniques Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study Jorge Aníbal Restrepo-Morales Emerson Andrés Giraldo Betancur Juan Gabriel Vanegas López Administración y Contabilidad customer service empirical analysis Discrete simulation operations research optimization techniques 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. 2019 artículo científico 0121-5051 https://www.redalyc.org/articulo.oa?id=81859539007 https://www.redalyc.org/journal/818/81859539007/ https://www.redalyc.org/journal/818/81859539007/html/ https://www.redalyc.org/journal/818/81859539007/81859539007.epub https://www.redalyc.org/journal/818/81859539007/movil 10.15446/innovar.v29n72.77934 en http://www.redalyc.org/revista.oa?id=818 INNOVAR. Revista de Ciencias Administrativas y Sociales application/pdf Universidad Nacional de Colombia INNOVAR. Revista de Ciencias Administrativas y Sociales (Colombia) Num.72 Vol.29 |
| title | Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study |
| topic | Administración y Contabilidad customer service empirical analysis Discrete simulation operations research optimization techniques |
| url | https://www.redalyc.org/articulo.oa?id=81859539007 https://www.redalyc.org/journal/818/81859539007/ https://www.redalyc.org/journal/818/81859539007/html/ https://www.redalyc.org/journal/818/81859539007/81859539007.epub https://www.redalyc.org/journal/818/81859539007/movil |