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Document Type |
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Thesis |
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Document Title |
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A SIMULATION MODEL TO IMPROVE CUSTOMER SATISFACTION IN MOBILY SALES POINTS نموذج محاكاة لتحسين رضاء العملاء في نقاط البيع بموبايلي |
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Subject |
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Faculty of Engineering |
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Document Language |
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Arabic |
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Abstract |
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The telecommunication is one of the important service products in our life, with the new technology and development; the communication became one of the daily and important uses in the life. The mobile became one of the person daily life uses.
The mobile phone or mobile, also called a wireless, cellular phone, cell phone, or cell, is a long-range, portable electronic device used for mobile communication that uses a network of specialized base stations known as cell sites. In addition to the standard voice function of a telephone, current mobile phones can support many additional services such as SMS for text messaging, email, packet switching for access to the Internet, and MMS for sending and receiving photos and video.
This study focuses on Mobily sales points; it is devoted for predicting and economically scheduling the needed numbers of sales executives evaluate the total time in system during the year 2009 in order to reach the highest customer satisfaction.
The main goal of the study is to come up with the best situation for the customers flow process in the Mobily sales points in the year 2010. This study will concern on decreasing the customers waiting time. This goal can be achieved by determining the optimum number of opened stations (number of sales executives per shift).
The data was collected from a sales point in western region, Palestine branch in Jeddah for 2009. All the data was taken from the Qmatic system (automated ticket taken machine) there. The simulation of the sales point done by using the Qmatic system data. The simulation is ready for any sales point (manager or supervisor) to determine the best number of open workstations (number of sales executives) per shift in order to reach the maximum customers satisfaction.
The required data are the average number of ticket taken, the average service time, the total number of customers served, the total number of customers not show & the number of recourses for 2009. After run the simulation many times, we can decide the best scenario depends on the results of the simulation reports. |
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Supervisor |
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Prof. Said Ali Hassan El-quliti |
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Thesis Type |
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Master Thesis |
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Publishing Year |
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1431 AH
2010 AD |
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Added Date |
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Monday, June 7, 2010 |
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Researchers
| خالد حسن ابراهيم | Binibrahim, Khaled Hasan | Researcher | Master | |
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