Managing capacity in a service environment

dc.contributor.authorWanliss, Kristy
dc.contributor.emailjozine.botha@up.ac.zaen_US
dc.contributor.otherUniversity of Pretoria. Faculty of Engineering, Built Environment and Information Technology. Dept. of Industrial and Systems Engineering
dc.date.accessioned2010-04-14T10:09:56Z
dc.date.available2010-04-14T10:09:56Z
dc.date.created2009-11
dc.date.issued2010-04-14T10:09:56Z
dc.descriptionThesis (B Eng. (Industrial and Systems Engineering))--University of Pretoria, 2009.en
dc.description.abstractThe study of capacity in a service environment was used to provide a recommendation to a health risk management company who is currently unable to cope with capacity constraints within the organisation. The project objective is to develop a manner to address capacity in a service environment where both range and response flexibility is necessary. Furthermore, the project aims to provide a recommendation to address the capacity constraints in an organisation that must process all demand. In the case of the health risk management company, the company should create sufficient capacity to process all applications within the agreed to service level agreement. The main theories used to address the problem were Capacity Management, Theory of Constraints, Queuing Theory and Simulation Modelling. Although the study investigates a service environment, to apply principles of Theory of Constraints and the drum-buffer-rope methodology, applications need to be visualised as work in process, much as they would in a manufacturing environment. The type of problem studied through the health risk management company is not restricted to a service environment but can be used in organisations where all demand must be met and where the bottleneck in the system is not easily determined in terms of capacity.en
dc.identifier.urihttp://hdl.handle.net/2263/13924
dc.languageen
dc.language.isoenen
dc.rightsCopyright: University of Pretoriaen
dc.subjectCapacity managementen
dc.subjectQueuing theoryen
dc.subjectSimulation modellingen
dc.subject.lcshTheory of constraints (Management)en
dc.subject.lcshQueuing theoryen
dc.subject.lcshSimulation methodsen
dc.titleManaging capacity in a service environmenten
dc.typeTexten

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