Service Process Simulation for Business Improvement Support

DOI

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Other Title
  • 業務改善支援のためのサービスプロセスシミュレーションに関する研究

Abstract

<p>　In recent years, Japanese service industry is low productivity, and it is a labor shortage. Solutions based on AI (Artificial Intelligence), IoT (Internet of Things), and the utilization of high skill robots are effective as business improvement efforts to improve productivity. However, it does not have an adequate effect. Therefore, it is important to make an analysis of business and an estimate of improvement idea.</p><p>　In this research, we examined the importance and difficulty of defining operation contents as operation names based on experiments when analyzing service operation. Operation names in work study tend to depend on the analyst. The necessity of standards and guidelines for conducting proper work study was confirmed by experiments. Furthermore, we proposed a service process simulation mechanism that can estimate the effect of business improvement plans using work analysis results. In order to examine the validity of the proposed method, we conducted a simulation experiment using numerical examples of accounting work in a store. As a result, it was confirmed that the comparison between the conditions could be performed, and it was confirmed that the condition was used for the analysis of the presence or absence of the improvement effect and the adverse effect.</p>

Journal

  • Produetion Management

    Produetion Management 27 (1), 177-183, 2020

    Japan Society for Production Management

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