Summary: Answers for the Mock Exam
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