The current performance of the Avis Call Centre is measured and the key business operations are
analysed. Several possible problem areas are discovered. A complete literature study reveals
possible approaches to alleviate these concerns. Analytical modelling is an inappropriate modelling
technique and is not sufficient in demonstrating the dynamic network of call centre activities.
Simulation modelling is introduced and the Avis Call Centre is simulated with the Rockwell Arena®
Software. The required input data is identified and analysed, the simulation model is then
constructed. The simulation model is verified and validated. Key performance measures are used to
determine the sensitivity of the AVIS Call Centre to external factors and customer influences. The
simulation model is used to test many scenarios and possible outcomes to policy and operation
changes. AVIS management can use the simulation model to make informed strategic, tactical and
Thesis (B Eng. (Industrial and Systems Engineering))--University of Pretoria, 2008.