Diseño de un modelo de simulación para la evaluación de alternativas de mejoramiento para una empresa del sector de tercerización de servicios BPO

Abstract

In this paper presents the design and implementation of a simulation model for evaluating improvement strategies in a company of outsourcing BPO service sector , considering the quality standards of the company, in order to achieve proper sizing of system through standardization and distribution of infrastructure and personnel resources . The model was programmed in Arena R and validation and verification thereof, key performance measures actual system additionally through the implementation of an optimization model in OptQuest R reproduced , an alternative programming found a 13% reduction in the required payroll.