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Business Process Analysis and Simulation: The Contact Center of a Public Health and Social Information Office
Department of Informatics, University of Torino, Torino, Italy
Department of Informatics, University of Torino, Torino, Italy
QRS SocCoop—Consorzio Sociale Il Filo da Tessere, Biella, Italy
- 1 Department of Informatics, University of Torino, Torino, Italy
- 2 Department of Informatics, University of Torino, Torino, Italy
- 3 QRS SocCoop—Consorzio Sociale Il Filo da Tessere, Biella, Italy
Intelligent Information Management·Volume 09 (2017)·Pages 189–205·Published 23 August 2017·DOI10.4236/iim.2017.95010
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Abstract
This article proposes a framework, called BP-M* which includes: 1) a methodology to analyze, engineer, restructure and implement business processes, and 2) a process model that extends the process diagram with the specification of resources that execute the process activities, allocation policies, schedules, times of activities, management of queues in input to the activities and workloads so that the same model can be simulated by a discrete event simulator. The BP-M* framework has been applied to a real case study, a public Contact Center which provides different typologies of answers to users’ requests. The simulation allows to study different system operating scenarios (“What-If” analysis) providing useful information for analysts to evaluate restructuring actions.
KeywordsBusiness Process ManagementPublic Health and Social Services AdministrationContact Center analysisDiscrete Event Simulation
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