Simulation Optimization Approach to Determine the Optimum Number of Staff to Be Used in Customer Complaint Handling Processes

Vedat Çekici

Makale detayları

Simulation Optimization Approach to Determine the Optimum Number of Staff to Be Used in Customer Complaint Handling Processes

Yazarlar:

Vedat Çekici

Yayıncı:

Osmaniye Korkut Ata Üniversitesi

Ana Başlıklar:

Endüstri Mühendisliği | İmalat Güvenliği ve Kalite

Dergi:

Osmaniye Korkut Ata Üniversitesi Fen Bilimleri Enstitüsü Dergisi Vol.7 Issue 3, pp.1074-1095

Belge Tipi:

Makale

Yayın Tarihi:

6/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001320301

pISSN:

2687-3729

Anahtar kelimeler:

Özet:

 When companies provide value-added and quality product-service to their customers, they continue their business by satisfying their customers. Customer satisfaction is influenced by many factors. Resolving customer complaints quickly with the expected quality is one of these factors. In order to resolve complaints quickly and accurately, optimum resources must be provided. It has been determined that the simulation optimization method has been applied in many previous studies, but studies on determining the number of people working in the system and the working hours of these people using the simulation optimization method have not been found very often. In this research study, the stages from receiving a complaint to its closure are examined and the time spent and how many employees will be used in each process are determined. Using the established model, it can also be identified how the deadline for complaints will alter if some staff is lowered or increased. In the study, changes in the staff ratio based on the shift in the number of employees are also determined, and the most appropriate number of personnel and regular business hours needed to resolve the complaint are defined. As result of the research, a 49 advancement in the quantity of employees and toplam daily working hours was observed.

 When companies provide value-added and quality product-service to their customers, they continue their business by satisfying their customers. Customer satisfaction is influenced by many factors. Resolving customer complaints quickly with the expected quality is one of these factors. In order to resolve complaints quickly and accurately, optimum resources must be provided. It has been determined that the simulation optimization method has been applied in many previous studies, but studies on determining the number of people working in the system and the working hours of these people using the simulation optimization method have not been found very often. In this research study, the stages from receiving a complaint to its closure are examined and the time spent and how many employees will be used in each process are determined. Using the established model, it can also be identified how the deadline for complaints will alter if some staff is lowered or increased. In the study, changes in the staff ratio based on the shift in the number of employees are also determined, and the most appropriate number of personnel and regular business hours needed to resolve the complaint are defined. As result of the research, a 49 advancement in the quantity of employees and toplam daily working hours was observed.

 When companies provide value-added and quality product-service to their customers, they continue their business by satisfying their customers. Customer satisfaction is influenced by many factors. Resolving customer complaints quickly with the expected quality is one of these factors. In order to resolve complaints quickly and accurately, optimum resources must be provided. It has been determined that the simulation optimization method has been applied in many previous studies, but studies on determining the number of people working in the system and the working hours of these people using the simulation optimization method have not been found very often. In this research study, the stages from receiving a complaint to its closure are examined and the time spent and how many employees will be used in each process are determined. Using the established model, it can also be identified how the deadline for complaints will alter if some staff is lowered or increased. In the study, changes in the staff ratio based on the shift in the number of employees are also determined, and the most appropriate number of personnel and regular business hours needed to resolve the complaint are defined. As result of the research, a 49 advancement in the quantity of employees and toplam daily working hours was observed.

 Firmalar, müşterilerine katma değerli ve kaliteli ürün-servis sağladığında müşterilerini memnun ederek işlerini sürdürürler. Müşteri memnuniyeti ise birçok faktörden etkilenmektedir. Müşteri şikayetlerinin hızlı ve beklenen kalitede çözümlenmesi bu faktörlerden biridir. Şikayetleri, hızlı ve doğru bir şekilde çözümlemek için, optimum kaynağın sağlanması gerekmektedir. Daha önce yapılan birçok çalışmada simülasyon optimizasyonu yönteminin uygulandığı tespit edilmiştir, fakat simülasyon optimizasyonu yöntemi kullanarak sistemde çalışan kişi sayısını ve bu kişilerin çalışma saatinin belirlenmesi konusundaki çalışmaya pek rastlanmamıştır. Bu araştırma çalışmasında bir şikayetin alınmasından kapanmasına kadar olan safhalar incelenerek her süreçte harcanan zaman ve kaç eleman kullanılacağı belirlenmektedir. Kurulan model yardımıyla bir miktar personelin azaltılması ya da eklenmesi durumunda şikâyetin kapanma zamanının nasıl değişeceği de belirlenebilmektedir. Çalışmada personel sayısındaki değişime bağlı olarak personel oranındaki değişiklikler de belirlenerek şikayetlerin çözümlenmesi için ihtiyaç duyulan en uygun personel sayısı ve günlük çalışma saatleri belirlenmektedir. Araştırmanın sonucunda çalışan sayısında ve toplam günlük çalışma saatlerinde  49 iyileşme gözlemlenmiştir.

Makale detayları

Simulation Optimization Approach to Determine the Optimum Number of Staff to Be Used in Customer Complaint Handling Processes

Yazarlar:

Vedat Çekici

Yayıncı:

Osmaniye Korkut Ata Üniversitesi

Ana Başlıklar:

Endüstri Mühendisliği | İmalat Güvenliği ve Kalite

Dergi:

Osmaniye Korkut Ata Üniversitesi Fen Bilimleri Enstitüsü Dergisi Vol.7 Issue 3, pp.1074-1095

Belge Tipi:

Makale

Yayın Tarihi:

6/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001320301

pISSN:

2687-3729

Customer complaint handling

queue system

simulation optimisation

Complaint resolution time

Customer satisfactionMüşteri şikayetlerini değerlendirme

kuyruk sistemi

simülasyon optimizasyonu

Şikayeti çözme süresi

Müşteri memnuniyeti

Sayı

Makale detayları

Yazarlar: Vedat Çekici

Yayıncı: Osmaniye Korkut Ata Üniversitesi

Ana Başlıklar: Endüstri Mühendisliği | İmalat Güvenliği ve Kalite

Dergi: Osmaniye Korkut Ata Üniversitesi Fen Bilimleri Enstitüsü Dergisi Vol.7 Issue 3, pp.1074-1095

Belge Tipi: Makale

Yayın Tarihi: 6/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001320301

pISSN: 2687-3729

Sayı

Yazarlar:

Vedat Çekici

Yayıncı:

Osmaniye Korkut Ata Üniversitesi

Ana Başlıklar:

Endüstri Mühendisliği | İmalat Güvenliği ve Kalite

Dergi:

Osmaniye Korkut Ata Üniversitesi Fen Bilimleri Enstitüsü Dergisi Vol.7 Issue 3, pp.1074-1095

Belge Tipi:

Makale

Yayın Tarihi:

6/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001320301

pISSN:

2687-3729