A System Dynamics Study of Mtn Customer Service Queuing System

 – A System Dynamics Study of Mtn Customer Service Queuing System – 

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ABSTRACT  

Customer service is the most important aspect of every business that builds its processes on the basis of customers going through the queue before receiving any service from the organization.

These businesses become ineffective and inefficient if the queues are not moving well or the queues are not fluid. This research was inspired by the customer service of MTN Sokoto branch. System Dynamics was used in order to solve the overcrowd problem of the organization.

is a methodology used for studying, understanding and managing dynamic models of different kinds of businesses. In short, System Dynamics could be used as an approach where models are created and used in order to simplify reality. 

The problem MTN customer service is facing with its queuing system is one of those realities System Dynamics can help understand.

The System Dynamics model that has been produced from this research can be used in order to understand how queuing systems work.

The model could be used to solve a number of problems can encounter and then policies would be developed in order to have a better Customer Service. There are a number of variables that have been generated in other to understand the causality and feedback of the system. 

TABLE OF CONTENTS

DECLARATION …………………………………………………………………………………………………i
ABSTRACT……………………………………………………………………………………………………….ii
ACKNOWLEDGEMENT …………………………………………………………………………………..iii
LIST OF FIGURES ……………………………………………………………………………………………vi
LIST OF TABLES…………………………………………………………………………………………….vii
ACRONYMS…………………………………………………………………………………………………..viii

CHAPTER ONE …………………………………………………………………………………………………1
1 INTRODUCTION ……………………………………………………………………………………1
1.1 BACKGROUND OF STUDY …………………………………………………………………1
1.2 PURPOSE OF STUDY…………………………………………………………………………..2
1.3 TARGET OBJECTIVES…………………………………………………………………………2
1.4 RESEARCH QUESTIONS……………………………………………………………………..2
1.5 OUTLINE OF REPORTS……………………………………………………………………….3

CHAPTER TWO ………………………………………………………………………………………………..4
2 LITERATURE REVIEW………………………………………………………………………………4
2.1 INTRODUCTION OF SYSTEM DYNAMIC……………………………………………4
2.2 FEEDBACK………………………………………………………………………………………….5
2.3 TIME DELAYS …………………………………………………………………………………….5
2.4 STOCK AND FLOWS……………………………………………………………………………5

CHAPTER THREE …………………………………………………………………………………………….6
3 METHODOLOGY ……………………………………………………………………………………….6
3.1 AREA OF STUDY…………………………………………………………………………………6
3.2 METHOD OF SAMPLING …………………………………………………………………….6
3.3 INSTRUMENT USED IN COLLECTING DATA …………………………………….6
3.4 RESOURCES USED ……………………………………………………………………………..7

CHAPTER FOUR……………………………………………………………………………………………….8
4 THE MODEL ………………………………………………………………………………………………8
4.1 STOCKS AND FLOWS ……………………………………………………………………….10
4.2 WAITING BACKLOG…………………………………………………………………………10
4.3 TOTAL CLIENTS REJECTED……………………………………………………………..11
4.4 PROCESSING BACKLOG …………………………………………………………………..11
4.5 CONTROL BACKLOG………………………………………………………………………..11
4.6 PAYMENT BACKLOG ……………………………………………………………………….12
4.7 TOTAL CLIENTS TREATED ……………………………………………………………..12
4.8 TOTAL CLIENTS IN …………………………………………………………………………..13
4.9 AUXILIARY VARIABLES ………………………………………………………………….13
4.10 CONSTANTS…………………………………………………………………………………..14
4.11 CAUSALITY AND FEEDBACK LOOPS …………………………………………..15
CHAPTER FIVE ………………………………………………………………………………………………17
5 SIMULATIONS AND RESULTS ………………………………………………………………..17

CHAPTER SIX…………………………………………………………………………………………………19
6 CONCLUSION ………………………………………………………………………………………….19
6.1 RECOMENDATION……………………………………………………………………………19
7 Reference………………………………………………………………………………………………….20

INTRODUCTION 

is very important in every organization. Customers are actually quick to make complaints, especially when it involves customer service and waiting. Mostly, the customers or clients talk about what they could be doing while waiting or how their valuable time has been wasted.

Today, it is odd for the customers to wait in line and not be addressed by the staff. Basically if the customers will have to wait for 15 minutes to see a staff face, then surely, they will feel their time has been wasted.

Definitely if you cannot talk to the customers right away, how will your customers ever feel valued? The valuable personal time of the customers is wasted if attention is not giving to them right away. If that attention is not granted, how will the customer ever feel valued?

Strategies like having newspapers, TV around need to be implemented to in order to help customers wait patiently in the queue. Taking advantage of that, we can actually improve customer experience in waiting lines. The interest of the customer can be caught during that period in time.

There is the need to make your customer feel they are already receiving service while waiting. improves the experience of the customer by analyzing wait times and also generating reports. By doing so, you will know exactly what the customers are experiencing, and based on that you can draw out decisions based on your findings.

The is facing a problem of overcrowd in its queuing system. Trying to solve the problem will help us find the possible right decisions to make in order to clear as many clients as possible. (Lee) 

REFERENCES

Alain Jean-Marie, Emmanuel Hyon. “Schedulling Services in a Queuing System with
Impatient and setup cost.” HAL Achieves-Overtes (2013): 1-7.

Joseph Hall, Evan Porteus. “Customer Service Competition in Capacitated Systems.”
Manufacturing & Service Operations Management (2015): 1-23.

Lee, Hyun. Qminder: Improve Customer Service Via Queue Management System. 19
de April de 2017. 12 de December de 2017 .

Sterman, Jhon D. Business Dynamics: Systems Thinking and Modeling for a Complex
.

Tai Chai Xian, Chai Weng Hong, Nurul Hazihah Hawari. “Modelling and Simulation of
Queuing System for Customer Service Improvement.” AIP Confrence Preceedings
(2015): 1-8.

StudentsandScholarship Team.