The added value of simulation in increasing maturity levels of customer service processes

Master thesis (2012)

Contributors

J. Barjis (mentor)
Programme
System Engineering (TPM) (TU Delft)
Copyright: © 2012 Weijers, R.E.R.M.
More Info
expand_more

Published Date

17-04-2012

Reuse Rights

Other than for strictly personal use, it is not permitted to download, forward or distribute the text or part of it, without the consent of the author(s) and/or copyright holder(s), unless the work is under an open content license such as Creative Commons.

Programme

System Engineering

Abstract

Discrete Event Simulation (DES) is widely used in analyzing and improving business processes. Business process maturity models (BPMM) are used to define maturity levels of business processes and give recommendations how maturity levels can be increased. While each has proven their efficiency in their own way, very little attention is paid to the complementary role they play when combined. In this paper, we discuss and demonstrate the added value of simulation in conjunction to maturity models. The quantitative added value of simulation models as well as the added value in change management are discussed. We used two case studies from a large financial organization to demonstrate the added value of simulation in conjunction to BPMM. The finding of this research resulted in a set of recommendations about suitability of DES at different maturity levels. Furthermore recommendations are given for further research in the field of maturity levels supported by simulation.