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Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı

Year 2024, Volume: 39 Issue: 1, 77 - 90, 21.08.2023

Emine Rumeysa Kocaer Halil Koruca

https://doi.org/10.17341/gazimmfd.1103685

Abstract

İşletmelerde bir ürün ya da hizmete olan talebin artması ve çalışan sayısının yetersiz kalması, hammadde/ yarı mamul stoklarının düşük olması vb. nedenlerden dolayı müşteriler beklemek zorunda kalmaktadır. Kuyrukta bekleme süresinin azaltılması müşteri memnuniyetini artırır. Uzun kuyruklar müşterilerin sistemden ayrılmasına ve bunun sonucunda personelin boşta kalmasına ve maliyetlerin artmasına neden olur. Kuyrukta bekleme süresi ve personel maliyetleri arasında karar vermede ikilem oluşmaktadır.

Bu çalışma kapsamında, hizmet sektörüne yönelik kuyruk sistemi modellerinin benzetilebildiği ve performansının ölçülebildiği ve personel optimizasyonun gerçekleştirilebildiği esnek bir simülasyon yazılımı (QS-Sim) geliştirilmiştir. Geliştirilen yazılım ile bir hizmet veya üretim sistemi modellenebilmektedir. Sisteme yeni paralel istasyonlar eklenebilmekte, müşteri geliş ve servis süresi ise sürece uygun dağılımlar ile; Poisson, Üstel, Normal, Erlang dağılımları veya Deterministik olarak düzenlenebilmektedir. Yazılım yardımıyla, hizmet sektöründe karşılaşılan bekleme hattı problemlerine yönelik performans ölçülebilmekte ve personel optimizasyon arayüzü farklı personel sayılarındaki maliyetler elde edilebilmektedir. Farklı sektörlerden elde edilen veriler ile oluşturulan modellerin simülasyon sonuçları ve aynı modellerin personel optimizasyonu gerçekleştirilmiştir. Farklı sektörlere ait örenk Simülasyon modelleri ve personel optimizasyon sonuçları karşılaştırmalı olarak bu çalışmada analiz edilmiştir.

Keywords

Personel optimizasyonu Servis sistemleri Simülasyon Dağılımlar

References

  • [1]. Cevik, O. & Yazgan, A.E. (2008). Measuring Activity by a System that Servicing Waiting Line (Queue) Model. Journal of Nigde University Faculty of Economics and Administrative Sciences, 1(3), 119-128. https://dergipark.org.tr/tr/pub/niguiibfd/issue/19743/211321
  • [2]. Kazan, H., Ergulen, A. & Çoruhlu, N. (2012). Waiting and Customer Relationship Management in Bank Call Centers: an Application of a State Bank. Afyon Kocatepe University Journal of the Faculty of Economics and Administrative Sciences, 14(1), 251-268. https://dergipark.org.tr/en/pub/akuiibfd/issue/1621/20328.
  • [3]. Hillier, F.S. & Liberman, G.J. (2015). Introduction to Operations Research, Mc Graw Hill Education.
  • [4]. Erlang, A.K. (1909). The Theory of Probabilities and Telephone Conversations. Nyt Tidsskrift for Mathematic B, 20, 33-39.
  • [5]. Aradhye, A. & Kallurkar, S. (2014). Application of Queuing Theory to Reduce Waiting Period of Pilgrim. International Journal of Innovative Research in Science, Engineering and Technology, 3 (10), 16775-16781. https://doi.org/10.1.1.1040.5904
  • [6]. Palmer, G.I., Knight, V.A., Harper, P.R. & Hawa, A.L. (2018). Ciw: An Open Source Discrete Event Simulation Library. Journal of Simulation, 13 (1), 68-82. https://doi.org/10.1080/17477778.2018.1473909
  • [7]. Eroglu, A.A. (2001). Application of Queuing Theory for Atatürk Airport International Terminal THY Counters. Marmara University.
  • [8]. Oz, Y. (2017). A Queue Problem with Antalya International Airport Simulation Model. Kilis 7 December University Journal of Science and Engineering, 1(2), 50-62. https://dergipark.org.tr/tr/pub/kifmd/issue/31568/318312
  • [9]. Rashida, A.R., Fadzli, M., Ibrahim, S. & Goh, S.R. (2016). Modeling and Simulation of M/M/c Queuing Pharmacy System with Adjustable Parameters. 7th Seams Ugm International Conference on Mathematics and Its Application, 18-21 August, Indonesia. https://doi.org/10.1063/1.4940856.
  • [10]. Wang, T., Guinet, A., Belaidi, A. & Besombes, B. (2009). Modelling and simulation of Emergency Services with ARIS and Arena. Case study: The Emergency Department of Saint Joseph and Saint Luc Hospital. Production Planning & Control: The Management of Operations, 20(6), 484-495. https://doi.org/10.1080/09537280902938605.
  • [11]. Wang, Y., Qian, C. & Cao, J. (2010). Optimized M/M/c Model and Simulation for Bank Queuing System. IEEE International Conference on Software Engineering and Service Sciences, 16-18 July 2010, China, 474-477. https://doi.org/10.1109/ICSESS.2010.5552328
  • [12]. Gurbuz, O. (2015), Tabu Arama Algoritmasının Kuyruk Problemine Uygulanması, Yüksek Lisans Tezi, Fen Bilimler Enstitüsü,. Hacettepe Universitesi.
  • [13]. Pereira, J.V., Silva A.M., Moraes, D.G., 2020. Discrete Simulation Applied to Queue Management in a Supermarket. Independent Journal of Management & Production, 11 (5), 1666-1683.
  • [14]. Nascimento, M.A.D., Santos, L.M., Silva, A.M., Bueno, R.C., Machado, S.T., Tanaka, W.Y., 2021. Discrete Event Simulation Applied to Single Queue Management: A Case Study at a Bank Agency, Independent Journal of Management & Production, 12 (9), 831-842.
  • [15]. Poomrittigul, S., Koomsubsiri, A., Sasithong, P., Deenuch, D. & Wuttisittikulkij L. (2019). The Simulation of Queuing Model for Bangkok Rapid Transit Train Ticket System Using Python. 34th International Technical Conference on Circuits/Systems, Computers and Communications, 23 – 26 June 2019, JeJu, Korea.
  • [16]. Robinson, S. (2015). Modelling without Queues: Adapting Discrete-Event Simulation for Service Operations. Journal of Simulation, 9(3), 195-205. https://doi.org/10.1057/jos.2014.21.
  • [17]. Howell, F. & McNab, R. (1998). SimJava: A Discrete Event Simulation Library for Java. Scs 1998 International Conference on Web-Based Modeling and Simulation, 51-56, https://doi.org/ 10.1109/ITC-CSCC.2019.8793309.
  • [18]. Peixoto, T.A., Rangel, J.J.A., Matias, I.O., Silva, F.F. & Tavares, E.R. (2017). Ururau: A Free and Open-Source Discrete Event Simulation Software. Journal of Simulation, 11(4), 303-321. https://doi.org/10.1057/s41273-016-0038-5.
  • [19]. Ucar, I., Smeets, B. & Azcorra, A. (2019). Simmer: Discrete – Event Simulation for R. Journal of Statistical Software, 90(2), 1 -30, https://doi.org/10.18637/jss.v090.i02.
  • [20]. Dutkova, S., Achimsky, K., Hostakova, D., 2019. Simulation of Queuing System of Post Office. Transportation Research Procedia, 40, 1037-1044.
  • [21]. Pegden, C. D. (2008). Introduction to Simio. 2008 Winter Simulation Conference, 7-10 Dec 2008, 229-235. https://doi.org/10.1109/WSC.2008.4736072.
  • [22]. Pidd, M. & Carvalho, A. (2006). Simulation Software: Not the Same Yesterday, Today or Forever. Journal of Simulation, 1(1), 7-20. https://doi.org/ 10.1057/palgrave.jos.4250004.
  • [23]. Griffiths, J.D., Jones, M., Read, M.S. & Williams, J.E. (2010). A Simulation Model of Bed-Occupancy in a Critical Care Unit. Journal of Simulation, 4(1), 52-59. https://doi.org/10.1057/jos.2009.22
  • [24]. Kambli, A., Sinha, A.A. & Srinivas, S. (2020). Improving Campus Dining Operations Using Capacity and Queue Management: A Simulation-Based Case Study. Journal of Hospitality and Tourism Management, 43, 62-70. https://doi.org/ 10.1016/j.jhtm.2020.02.008.
  • [25]. Winston, W.L. (2004). Operations Research Applications and Algorithms. Thomson, Canada.
  • [26]. Murphy, C. A. & Perera, T.D. (2001). The Definition and Potential Role of Simulation within an Aerospace Company. Winter Simulation Conference, 9-12 December 2001, USA, 829-237. https://doi.org/ 10.1109/WSC.2001.977380
  • [27]. Taha, H. (2006). Operations Research. Pearson, New Jersey.
  • [28]. Zulch, G., Koruca, H.I. & Börkircher, M. (2011). Simulation-Supported Change Process for Product Customization- A Case Study in a Garment Company. Computers in Industry, 62, 568-577. https://doi.org/10.1016/j.compind.2011.04.006.
  • [29]. Koruca, H.I., Ozdemir, G., Aydemir, E. & Cayirli, M. (2010). The Simulation-Based Performance Measurement in an Evaluation Module for Faborg-Sim Simulation Software. Expert Systems with Applications, 37, 8211-8220. https://doi.org/10.1016/j.eswa.2010.05.065
  • [30]. Aydemir, E., & Koruca, H. I. (2015). A New Production Scheduling Module Using Priority-Rule Based Generic Algorithm. International Journal Simulation Modelling, 14(3) 450-462, https://doi.org/10.2507/IJSIMM14(3)7.299
  • [31]. Koruca H. I. & Aydemir E. (2014). A Priority Rule Based Production Scheduling Module on Faborg-Sim Simulation Tool. Gazi University Journal of Science, 27(4), 1143-1155. https://dergipark.org.tr/tr/pub/gujs/issue/7433/97761.
  • [32]. Al-Aomar, R. (2010). Simulating Service Systems: Discrete Event Simulations. Aitor Goti, IntechOpen. https://doi.org/ 10.5772/intechopen.83878.
  • [33]. Hicks, E. P. 1994. Industrial Engineering and Management, Oklahoma State University, Newyork, s. 319.
  • [34]. Amjad Fayoumi & Pericles Loucopoulos (2021): Bridging the Strategy Execution Gap of Designing Intelligent Talent Acquisition Systems Using Enterprise Modelling and Simulation, Enterprise Information Systems, DOI: 10.1080/17517575.2021.2005149.

Year 2024, Volume: 39 Issue: 1, 77 - 90, 21.08.2023

Emine Rumeysa Kocaer Halil Koruca

https://doi.org/10.17341/gazimmfd.1103685

Abstract

References

  • [1]. Cevik, O. & Yazgan, A.E. (2008). Measuring Activity by a System that Servicing Waiting Line (Queue) Model. Journal of Nigde University Faculty of Economics and Administrative Sciences, 1(3), 119-128. https://dergipark.org.tr/tr/pub/niguiibfd/issue/19743/211321
  • [2]. Kazan, H., Ergulen, A. & Çoruhlu, N. (2012). Waiting and Customer Relationship Management in Bank Call Centers: an Application of a State Bank. Afyon Kocatepe University Journal of the Faculty of Economics and Administrative Sciences, 14(1), 251-268. https://dergipark.org.tr/en/pub/akuiibfd/issue/1621/20328.
  • [3]. Hillier, F.S. & Liberman, G.J. (2015). Introduction to Operations Research, Mc Graw Hill Education.
  • [4]. Erlang, A.K. (1909). The Theory of Probabilities and Telephone Conversations. Nyt Tidsskrift for Mathematic B, 20, 33-39.
  • [5]. Aradhye, A. & Kallurkar, S. (2014). Application of Queuing Theory to Reduce Waiting Period of Pilgrim. International Journal of Innovative Research in Science, Engineering and Technology, 3 (10), 16775-16781. https://doi.org/10.1.1.1040.5904
  • [6]. Palmer, G.I., Knight, V.A., Harper, P.R. & Hawa, A.L. (2018). Ciw: An Open Source Discrete Event Simulation Library. Journal of Simulation, 13 (1), 68-82. https://doi.org/10.1080/17477778.2018.1473909
  • [7]. Eroglu, A.A. (2001). Application of Queuing Theory for Atatürk Airport International Terminal THY Counters. Marmara University.
  • [8]. Oz, Y. (2017). A Queue Problem with Antalya International Airport Simulation Model. Kilis 7 December University Journal of Science and Engineering, 1(2), 50-62. https://dergipark.org.tr/tr/pub/kifmd/issue/31568/318312
  • [9]. Rashida, A.R., Fadzli, M., Ibrahim, S. & Goh, S.R. (2016). Modeling and Simulation of M/M/c Queuing Pharmacy System with Adjustable Parameters. 7th Seams Ugm International Conference on Mathematics and Its Application, 18-21 August, Indonesia. https://doi.org/10.1063/1.4940856.
  • [10]. Wang, T., Guinet, A., Belaidi, A. & Besombes, B. (2009). Modelling and simulation of Emergency Services with ARIS and Arena. Case study: The Emergency Department of Saint Joseph and Saint Luc Hospital. Production Planning & Control: The Management of Operations, 20(6), 484-495. https://doi.org/10.1080/09537280902938605.
  • [11]. Wang, Y., Qian, C. & Cao, J. (2010). Optimized M/M/c Model and Simulation for Bank Queuing System. IEEE International Conference on Software Engineering and Service Sciences, 16-18 July 2010, China, 474-477. https://doi.org/10.1109/ICSESS.2010.5552328
  • [12]. Gurbuz, O. (2015), Tabu Arama Algoritmasının Kuyruk Problemine Uygulanması, Yüksek Lisans Tezi, Fen Bilimler Enstitüsü,. Hacettepe Universitesi.
  • [13]. Pereira, J.V., Silva A.M., Moraes, D.G., 2020. Discrete Simulation Applied to Queue Management in a Supermarket. Independent Journal of Management & Production, 11 (5), 1666-1683.
  • [14]. Nascimento, M.A.D., Santos, L.M., Silva, A.M., Bueno, R.C., Machado, S.T., Tanaka, W.Y., 2021. Discrete Event Simulation Applied to Single Queue Management: A Case Study at a Bank Agency, Independent Journal of Management & Production, 12 (9), 831-842.
  • [15]. Poomrittigul, S., Koomsubsiri, A., Sasithong, P., Deenuch, D. & Wuttisittikulkij L. (2019). The Simulation of Queuing Model for Bangkok Rapid Transit Train Ticket System Using Python. 34th International Technical Conference on Circuits/Systems, Computers and Communications, 23 – 26 June 2019, JeJu, Korea.
  • [16]. Robinson, S. (2015). Modelling without Queues: Adapting Discrete-Event Simulation for Service Operations. Journal of Simulation, 9(3), 195-205. https://doi.org/10.1057/jos.2014.21.
  • [17]. Howell, F. & McNab, R. (1998). SimJava: A Discrete Event Simulation Library for Java. Scs 1998 International Conference on Web-Based Modeling and Simulation, 51-56, https://doi.org/ 10.1109/ITC-CSCC.2019.8793309.
  • [18]. Peixoto, T.A., Rangel, J.J.A., Matias, I.O., Silva, F.F. & Tavares, E.R. (2017). Ururau: A Free and Open-Source Discrete Event Simulation Software. Journal of Simulation, 11(4), 303-321. https://doi.org/10.1057/s41273-016-0038-5.
  • [19]. Ucar, I., Smeets, B. & Azcorra, A. (2019). Simmer: Discrete – Event Simulation for R. Journal of Statistical Software, 90(2), 1 -30, https://doi.org/10.18637/jss.v090.i02.
  • [20]. Dutkova, S., Achimsky, K., Hostakova, D., 2019. Simulation of Queuing System of Post Office. Transportation Research Procedia, 40, 1037-1044.
  • [21]. Pegden, C. D. (2008). Introduction to Simio. 2008 Winter Simulation Conference, 7-10 Dec 2008, 229-235. https://doi.org/10.1109/WSC.2008.4736072.
  • [22]. Pidd, M. & Carvalho, A. (2006). Simulation Software: Not the Same Yesterday, Today or Forever. Journal of Simulation, 1(1), 7-20. https://doi.org/ 10.1057/palgrave.jos.4250004.
  • [23]. Griffiths, J.D., Jones, M., Read, M.S. & Williams, J.E. (2010). A Simulation Model of Bed-Occupancy in a Critical Care Unit. Journal of Simulation, 4(1), 52-59. https://doi.org/10.1057/jos.2009.22
  • [24]. Kambli, A., Sinha, A.A. & Srinivas, S. (2020). Improving Campus Dining Operations Using Capacity and Queue Management: A Simulation-Based Case Study. Journal of Hospitality and Tourism Management, 43, 62-70. https://doi.org/ 10.1016/j.jhtm.2020.02.008.
  • [25]. Winston, W.L. (2004). Operations Research Applications and Algorithms. Thomson, Canada.
  • [26]. Murphy, C. A. & Perera, T.D. (2001). The Definition and Potential Role of Simulation within an Aerospace Company. Winter Simulation Conference, 9-12 December 2001, USA, 829-237. https://doi.org/ 10.1109/WSC.2001.977380
  • [27]. Taha, H. (2006). Operations Research. Pearson, New Jersey.
  • [28]. Zulch, G., Koruca, H.I. & Börkircher, M. (2011). Simulation-Supported Change Process for Product Customization- A Case Study in a Garment Company. Computers in Industry, 62, 568-577. https://doi.org/10.1016/j.compind.2011.04.006.
  • [29]. Koruca, H.I., Ozdemir, G., Aydemir, E. & Cayirli, M. (2010). The Simulation-Based Performance Measurement in an Evaluation Module for Faborg-Sim Simulation Software. Expert Systems with Applications, 37, 8211-8220. https://doi.org/10.1016/j.eswa.2010.05.065
  • [30]. Aydemir, E., & Koruca, H. I. (2015). A New Production Scheduling Module Using Priority-Rule Based Generic Algorithm. International Journal Simulation Modelling, 14(3) 450-462, https://doi.org/10.2507/IJSIMM14(3)7.299
  • [31]. Koruca H. I. & Aydemir E. (2014). A Priority Rule Based Production Scheduling Module on Faborg-Sim Simulation Tool. Gazi University Journal of Science, 27(4), 1143-1155. https://dergipark.org.tr/tr/pub/gujs/issue/7433/97761.
  • [32]. Al-Aomar, R. (2010). Simulating Service Systems: Discrete Event Simulations. Aitor Goti, IntechOpen. https://doi.org/ 10.5772/intechopen.83878.
  • [33]. Hicks, E. P. 1994. Industrial Engineering and Management, Oklahoma State University, Newyork, s. 319.
  • [34]. Amjad Fayoumi & Pericles Loucopoulos (2021): Bridging the Strategy Execution Gap of Designing Intelligent Talent Acquisition Systems Using Enterprise Modelling and Simulation, Enterprise Information Systems, DOI: 10.1080/17517575.2021.2005149.
There are 34 citations in total.

Details

Primary Language Turkish
Subjects Engineering
Journal Section Makaleler
Authors

Emine Rumeysa Kocaer 0000-0002-1822-7540

Halil Koruca 0000-0002-2448-1772

Early Pub Date May 5, 2023
Publication Date August 21, 2023
Submission Date April 14, 2022
Acceptance Date January 1, 2023
Published in Issue Year 2024 Volume: 39 Issue: 1

Cite

APA Kocaer, E. R., & Koruca, H. (2023). Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı. Gazi Üniversitesi Mühendislik Mimarlık Fakültesi Dergisi, 39(1), 77-90. https://doi.org/10.17341/gazimmfd.1103685
AMA Kocaer ER, Koruca H. Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı. GUMMFD. August 2023;39(1):77-90. doi:10.17341/gazimmfd.1103685
Chicago Kocaer, Emine Rumeysa, and Halil Koruca. “Servis Sistemlerine yönelik simülasyon yazılımı geliştirme Ve Personel Optimizasyonu: QS-Sim yazılımı”. Gazi Üniversitesi Mühendislik Mimarlık Fakültesi Dergisi 39, no. 1 (August 2023): 77-90. https://doi.org/10.17341/gazimmfd.1103685.
EndNote Kocaer ER, Koruca H (August 1, 2023) Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı. Gazi Üniversitesi Mühendislik Mimarlık Fakültesi Dergisi 39 1 77–90.
IEEE E. R. Kocaer and H. Koruca, “Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı”, GUMMFD, vol. 39, no. 1, pp. 77–90, 2023, doi: 10.17341/gazimmfd.1103685.
ISNAD Kocaer, Emine Rumeysa - Koruca, Halil. “Servis Sistemlerine yönelik simülasyon yazılımı geliştirme Ve Personel Optimizasyonu: QS-Sim yazılımı”. Gazi Üniversitesi Mühendislik Mimarlık Fakültesi Dergisi 39/1 (August 2023), 77-90. https://doi.org/10.17341/gazimmfd.1103685.
JAMA Kocaer ER, Koruca H. Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı. GUMMFD. 2023;39:77–90.
MLA Kocaer, Emine Rumeysa and Halil Koruca. “Servis Sistemlerine yönelik simülasyon yazılımı geliştirme Ve Personel Optimizasyonu: QS-Sim yazılımı”. Gazi Üniversitesi Mühendislik Mimarlık Fakültesi Dergisi, vol. 39, no. 1, 2023, pp. 77-90, doi:10.17341/gazimmfd.1103685.
Vancouver Kocaer ER, Koruca H. Servis sistemlerine yönelik simülasyon yazılımı geliştirme ve personel optimizasyonu: QS-Sim yazılımı. GUMMFD. 2023;39(1):77-90.