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COMPUTER SIMULATION TECHNIQUES FOR BUSINESS PROCESS ANALYSIS in complex systems

Student: Suslov Andrej

Supervisor: Victor Taratukhin

Faculty: Faculty of Informatics, Mathematics, and Computer Science (HSE Nizhny Novgorod)

Educational Programme: Master

Year of Graduation: 2014

<p>The purpose of the master&#39;s work is the use of computer simulation techniques for business process analysis in complex systems. Auto dialer was used as a complex system. The method of discrete-event simulation was used to analyze its business processes.</p><p>Work tasks:</p><p>&bull; Transit from IDEF0 model to discrete event model;</p><p>&bull; Build a simulation model of the main business processes of the organization;</p><p>&bull; Make experiments with the simulation model in order to make management decisions and practical recommendations to minimize costs and improve organizational performance.</p><p>The main research method is computer simulation technique based on the machine system analysis, mathematical statistics, queuing systems theory and experiment planning.</p><p>The practical value of the results and implementation of master&#39;s work is IDEF0 model of Auto Dealer, and simulation model based on IDEF0 model which can be useful for estimating the completeness of resource usage and improving the quality of customer service.</p><p>Master&#39;s work consists of an introduction, three chapters, conclusion and application. The first chapter describes the theoretical foundations of simulation techniques, performed a literature review and a summary of the terms of this category. In the second chapter it describes a particular organization in IDEF0 notation and constructed its discrete event model based on the functional description. In the third chapter it makes experiments with a simulation model, an analysis of business processes and creates a list of recommendations to improve organizational performance.</p><p>Result of Master&#39;s work is a model building with software &laquo;Arena&raquo; of the main auto dealership business processes. This model was used to make the analysis of existing company&rsquo;s business processes, to estimate the effectiveness of the use of available resources and to develop administrative decisions for improving the quality of customer service and maximizing resource utilization.</p><p>The numerical data for the simulation model was used from a study of one of the auto company &quot;TP Nizhegorodets&quot;. The study was conducted during the externship.</p><p>According to the results of numerical experiments, we can conclude that the model of the main business processes dealership is credible and useful for decision-making.</p>

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