| Article ID: | iaor19961891 |
| Country: | United States |
| Volume: | 26 |
| Issue: | 3 |
| Start Page Number: | 1 |
| End Page Number: | 9 |
| Publication Date: | May 1996 |
| Journal: | Interfaces |
| Authors: | Youngho Lee, Amie Elcan |
| Keywords: | simulation: applications |
Motivated by technological innovation and increasingly competitive markets, US WEST Communications has been reengineering its core service processes to improve customer loyalty, cost effectiveness, and efficiency of services. The operations research modeling group at US WEST Advanced Technologies has developed a service process simulation model that identifies where and when process reengineering efforts should occur. In a successful implementation, the authors analyzed the quantitative impact of changes in key process parameters, such as the error rate and staffing level of the service center, in the metropolitan area of Minneapolis and St. Paul. US WEST is deploying an outgrowth of this process modelilng to support process reengineering in other major metropolitian areas in its 14-state region.