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Answers for the Mock Exam 1a) Decision

Summary: Answers for the Mock Exam
1a) Decision
I have chosen a combined DES/ABS approach as we have a service system where the process flow is
best represented as a queuing system and entities need to be modelled as active objects so that
autonomous and proactive customer behaviour can be can considered when finding a solution to
the problems reported.
1b) Conceptual model
Determine number of service staff required during each period of the day to fulfil service
standards (95% of normal customers should queue less than 5 minutes, 99% of VIP
customers should queue less than 3 minutes)
Achieve an average customer satisfaction level of 90% by minimising the number of lost
customers due to queue overflow and due to long waiting times.
Number of staff
Ratio between normal and VIP customers
Number of customers waiting for more than the service standard limit
Number of lost customers


Source: Aickelin, Uwe - School of Computer Science, University of Nottingham


Collections: Computer Technologies and Information Sciences