Modelling and simulation for logistic service company : case study on customer service operation

Modelling and simulation approach is widely used in the management, manufacturing and services industries. The purpose of using modeling and simulation is to improve in business performance and achieve in business goals and targets. However, there is lack of such an application in the customer servi...

Full description

Saved in:

Bibliographic Details
Main Author:	Chow, Deborah Yen May
Format:	Thesis
Language:	English English
Published:	2014
Subjects:	HF Commerce
Online Access:	http://eprints.utem.edu.my/id/eprint/14836/1/Modelling%20And%20Simulation%20For%20Logistic%20Service%20Compny%20Case%20Study%20On%20Customer%20Service%20Operation%2024pages.pdf http://eprints.utem.edu.my/id/eprint/14836/2/Modelling%20and%20simulation%20for%20logistic%20service%20company%20%20case%20study%20on%20customer%20service%20operation.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-utem-ep.14836
record_format	uketd_dc
spelling	my-utem-ep.148362022-04-14T11:07:06Z Modelling and simulation for logistic service company : case study on customer service operation 2014 Chow, Deborah Yen May HF Commerce Modelling and simulation approach is widely used in the management, manufacturing and services industries. The purpose of using modeling and simulation is to improve in business performance and achieve in business goals and targets. However, there is lack of such an application in the customer service operation for the logistic industry. The project is performed to evaluate the roles and responsibilities of Customer Service Officer (CSO) in the import and export operations for a logistic service company, to ensure customer satisfaction for the services provided by CSO from a logistic service company in the import and export operations and to recommend appropriate parameters for a logistic service company for improvement of business performance after operation re-engineering. The research method consists of interview, observation, document review and simulation. The project was conducted in DNE group, a logistic service company located in Klang Valley, Malaysia. The general manager and CSO of import and export operation (five CSO for each operation) were interviewed. The work of CSO of both import and export operations were observed. The relevant forms for the import and export operations and the CSO import and export operational procedure where the company intends to adhere to ISO 9001:2008 were reviewed. ARENA simulation was used to simulate the suggested methods for the purpose of improving business performance. There are four proposals for the import operation. The proposals are to add two working hours for each CSO, to add an extra officer to each import process, to allow two shifts for the CSO and to have more job separation. The export operation consists of three proposals. The proposals are to add two working hours for each CSO, to add an extra officer to each export process and to allow two shifts for the export CSO. These suggestions can be applied to other logistical companies and a conceptual model can be established for future research. 2014 Thesis http://eprints.utem.edu.my/id/eprint/14836/ http://eprints.utem.edu.my/id/eprint/14836/1/Modelling%20And%20Simulation%20For%20Logistic%20Service%20Compny%20Case%20Study%20On%20Customer%20Service%20Operation%2024pages.pdf text en public http://eprints.utem.edu.my/id/eprint/14836/2/Modelling%20and%20simulation%20for%20logistic%20service%20company%20%20case%20study%20on%20customer%20service%20operation.pdf text en validuser https://plh.utem.edu.my/cgi-bin/koha/opac-detail.pl?biblionumber=91694 mphil masters Universiti Teknikal Malaysia Melaka Faculty of Manufacturing Engineering Wan Mahmood, Wan Hasrulnizzam
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
advisor	Wan Mahmood, Wan Hasrulnizzam
topic	HF Commerce
spellingShingle	HF Commerce Chow, Deborah Yen May Modelling and simulation for logistic service company : case study on customer service operation
description	Modelling and simulation approach is widely used in the management, manufacturing and services industries. The purpose of using modeling and simulation is to improve in business performance and achieve in business goals and targets. However, there is lack of such an application in the customer service operation for the logistic industry. The project is performed to evaluate the roles and responsibilities of Customer Service Officer (CSO) in the import and export operations for a logistic service company, to ensure customer satisfaction for the services provided by CSO from a logistic service company in the import and export operations and to recommend appropriate parameters for a logistic service company for improvement of business performance after operation re-engineering. The research method consists of interview, observation, document review and simulation. The project was conducted in DNE group, a logistic service company located in Klang Valley, Malaysia. The general manager and CSO of import and export operation (five CSO for each operation) were interviewed. The work of CSO of both import and export operations were observed. The relevant forms for the import and export operations and the CSO import and export operational procedure where the company intends to adhere to ISO 9001:2008 were reviewed. ARENA simulation was used to simulate the suggested methods for the purpose of improving business performance. There are four proposals for the import operation. The proposals are to add two working hours for each CSO, to add an extra officer to each import process, to allow two shifts for the CSO and to have more job separation. The export operation consists of three proposals. The proposals are to add two working hours for each CSO, to add an extra officer to each export process and to allow two shifts for the export CSO. These suggestions can be applied to other logistical companies and a conceptual model can be established for future research.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Chow, Deborah Yen May
author_facet	Chow, Deborah Yen May
author_sort	Chow, Deborah Yen May
title	Modelling and simulation for logistic service company : case study on customer service operation
title_short	Modelling and simulation for logistic service company : case study on customer service operation
title_full	Modelling and simulation for logistic service company : case study on customer service operation
title_fullStr	Modelling and simulation for logistic service company : case study on customer service operation
title_full_unstemmed	Modelling and simulation for logistic service company : case study on customer service operation
title_sort	modelling and simulation for logistic service company : case study on customer service operation
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty of Manufacturing Engineering
publishDate	2014
url	http://eprints.utem.edu.my/id/eprint/14836/1/Modelling%20And%20Simulation%20For%20Logistic%20Service%20Compny%20Case%20Study%20On%20Customer%20Service%20Operation%2024pages.pdf http://eprints.utem.edu.my/id/eprint/14836/2/Modelling%20and%20simulation%20for%20logistic%20service%20company%20%20case%20study%20on%20customer%20service%20operation.pdf
_version_	1747833841351917568

Modelling and simulation for logistic service company : case study on customer service operation

Similar Items