Abstract:
Advance Call (Pty) Ltd, a boutique call centre company, records enormous amounts of data regarding their
day-to-day operations. The valuable potential contained within this data to assist them in not only their daily
operational decisions, but also long-term strategic planning decisions were recognized by Advance Call. From
the comprehensive literature review conducted, a conclusion was drawn that a customized integrated business
planning (IBP) tool would satisfy the needs of Advance Call. The objective of this tool can be translated to the
imitation of the high-level interdependencies within the company in order to assist in planning activities. For
this reason it was found that a system dynamics simulation methodology, utilizing AnyLogic simulation
software, would be the most appropriate approach for developing the tool. The development process is set
out in the proposed framework for the tool, a conducted data analysis and the conceptual design of the
solution. The report concludes with the final solution design and recommendations for the future.
