国外的物流讲义_08.ppt

Chapter 8Detailed Modeling What We’ll Do ... Exploit hierarchical structure of Arena to blend in lower-level modeling for greater detail Example: call-center system Nonstationary arrival processes Build the model in sections, using mostly the Support panel Finding and fixing errors New kinds of more customized animations Model 8.1: A Generic Call Center System Single telephone number, 26 trunk lines If all 26 lines busy, caller gets busy signal and goes away Answered call gets recording asking … Technical support? (76% of callers choose this) Sales information? (16%) Order-status inquiry? (8%) Time for caller to choose ~ UNIF (0.1, 0.6) All times are in minutes in this model Technical Support Calls Get second recording asking … Product type 1? (25% of tech support callers choose this) Product type 2? (34%) Product type 3? (41%) If a qualified tech support person is available for chosen product, call routed for immediate service If not, call placed in (electronic) queue, subjected to annoying rock music All tech support conversations ~ TRIA (3, 6, 18) When call done, customer exits system Technical Support Calls (cont’d.) 4% of tech support calls need further assistance after completion of their call Questions forwarded to another tech group that prepares a response; time to prepare this response ~ EXPO (60) Response sent back to the same tech support person who took the original call This person calls the customer back and talks, which lasts TRIA (2, 4, 9) These calls require one of the 26 trunk lines and takes priority over incoming calls If return call not completed on same day, it’s carried over to the next day Sales Calls Call automatically routed to sales staff Sales staff is separate from tech support staff If a sales-staff person is available, call gets immediate service If not, call placed in (electronic) queue, treated to soothing new-age space music All sales conversations ~ TRIA (4, 15, 45) When call done, customer exits system Order-Status Calls Auto