Criteria for the evaluation of business process simulation tools

This paper focuses on a process of simulation software packages selection in the context of business process change projects. The paper presents discrete event simulation, its relation to business process modelling and examples of its practical applications in business process change projects. Features of business process simulation tools are examined, the most important simulation features are identified and the criteria for their evaluation are defined. The guidelines that could help managers in the selection of business process simulation tools are proposed. The discussion addresses the limitations of the proposed guidelines. Finally, based on the conducted research and the evaluation criteria defined within the guidelines, some directions for the further improvement of business process simulation tools are given

Service Interaction Flow Analysis Technique for Service Personalization

Abstract Service interaction flows are difficult to capture, analyze, outline, and represent for research and design purposes. We examine how variation of personalized service flows in technology-mediated service interaction can be modeled and analyzed to provide information on how service personalization could support interaction. We have analyzed service interaction cases in a context of technology-mediated car rental service. With the analysis technique we propose, inspired by Interaction Analysis method, we were able to capture and model the situational service interaction. Our contribution regarding technology-mediated service interaction design is twofold: First, with the increased understanding on the role of personalization in managing variation in technology-mediated service interaction, our study contributes to designing service management information systems and human-computer interfaces that support personalized service interaction flows. Second, we provide a new analysis technique for situated interaction analysis, particularly when the aim is to understand personalization in service interaction flows

PEtri nets and IDEF diagrams: applicability and efficacy for business process modelling

It is apparent that developing dynamic models of business processes prior to their radical change could increase the success of BPR projects. This paper investigates a suitability of IDEF diagrams and Petri Nets for modelling business processes. Information modelling and simulation modelling are discussed from the business process re-engineering perspective. Examples of business process modelling using IDEF diagrams and Petri nets are presented. The suitability of these two graphical methods for business process modelling is discussed, and a comparison of usage of these two methods for BPR is provided

Implementing a discrete event software selection methodology for supporting decision making at Accenture

For large international companies with their own simulation team, it is often hard to make a decision related to selection of new discrete-event simulation software. This paper presents a comprehensive discrete-event simulation software selection methodology that has been successfully used for decision making at Accenture consulting company. Accenture already used a simulation tool at the start of the project, but wanted to find out whether the current tool used still was the most appropriate one for its needs, and to evaluate the latest discrete-event simulation tools. The developed methodology consists of two phases: phase 1 quickly reduces the long list to a short list of packages, and phase 2 matches the requirements of the company with the features of the simulation package in detail. Successful application of the proposed methodology indicates its possible application for decision making in other large organisations, provided that the study is performed by a third party to avoid risks of influencing the outcome of the selection process