Recalling your participation in Workshop 1, identify a process at your organisation that has been or could be analysed and/or improved using simulation (via software such as ExtendSim used in the Workshop).

In your answer, you should:

(a) Clearly define the process and its tasks, and show a flow diagram.

(b) What are the important "outputs"? That is, state one or more aspects of process performance ("outputs") which are important to your organisation and which can be measured.

(c) Identify the input (random) variables to be simulated (such as the customer arrival and agent service time in the UVT case of Workshop 1); and

(d) Identify parameters for the process whose values may be adjusted to improve the process performance (such as the number of staff, IVR capacity and lines in the UVT case of Workshop 1).

After defining the process above, you should state:

(e) What can be observed using simulation, and what are the managerial implications?

(f) What can be improved (or optimised) using simulation?

Note: This answer should be qualitative, not quantitative. You do not need to provide any data, numerical analyses, or run any actual simulation.