Simulation process of Isfahan post office using Arena

Postal service organisation is among the most important service organisations of any country that providing the customers with proper services leads to their satisfaction. As the customers' satisfaction level is greatly important for any service‐providing organisation, then considering the customers' needs is an important factor in the post service success. One of the customers' satisfaction elements is reducing the waiting time. This time could be evaluated through simulation. Computerised simulation includes those methods that study the real systems through numerical evaluations. To do so, the simulations copy and mimic the functions and system features in the time through utilising the software. The aim of this study is reducing the customers' waiting time and increasing the organisational efficiency through computerised simulations in order to increase the customers' satisfaction. This study evaluates the services in relation with the customers in Isfahan Central Post Office, as well. The offered services in each post office counter, the number of the customers receiving services in each counter, and the average waiting time for standing in line were determined and the related model was designed through Arena Simulation Software. Then, the services provided for the customers were analysed with the designed model.