[Document title]

[Date]
[Document subtitle]

Salem Elochukwu Ofojebe

[COMPANY NAME]
Table of Contents
Introduction...........................................................................................................................................1
Discussion..............................................................................................................................................1
Analysis..................................................................................................................................................1
Experimentation....................................................................................................................................1
Conclusion and Recommendation.........................................................................................................2
References.............................................................................................................................................2
Introduction
Simulation refers to a broad collection of techniques to mimic the behaviour of a real-world
process or system using a computer and an appropriate software to develop a considerable set
of assumptions of symbolic relationships between entities (Reference). (Reference) claimed
that simulation can be used as analysis tool to predict the changes to an existing system or to
predict the performance of a new system. In this respect, the Country Coffee shop located at
the departure lounge of the London airport had sought to apply a simulation to its current
system process to analyse its service delivery with an aim to improve its performance to gain
customer satisfaction. According to (Reference), the knowledge acquired in designing a
simulation model can be a great value towards suggesting improvement alterations in a
system process.

Notwithstanding, the Country Coffee shop is characterised with five services processes which
is designed strictly to deliver enhanced experience to the customers without bottlenecks.
(Reference) in

Discussion
With the aim of the organisation, there are several simulation systems that can be considered
to analyse the system process of the service counter process and recommend alterations that
will help improve the system for an enhanced customer experience. (Reference) claimed that
most of the commercial simulation products are code-based and requires programming skills
in proprietary scripting languages. Similarly, (Reference) report that most simulation systems
force the simulator to concentrate primarily on the animation of a process instead of
documentation. However, Area is an entity-based, Visio-compatible and flowcharting tool
that does not require specific programming skills to operate. Most especially, the entities in
an Arena model progress through a flow chart of the process and seize the control of resource
capacity as they are being processed. Report shows that Arena has surpassed several
simulation products by being in the market for a quarter century, but this does not justify the
reason for its suitability in this study.

The problem seen in the case of Country coffee shop is the unsatisfactory customer
experience which can be as a result of the delay times between the time customer arrives the
shop and the time they leave with their purchased drink. In this case, Arena model is very
suitable because of its discrete features such as the SIMAN simulation language engine
which is not just a simulator canned functionality. But with the SIMAN engine, Arena model
runs more faster than other simulation products, this makes helps the analyst to model any
complex process that can be described and verbalised. Also, Arena makes use of a standard
Visual Basic scripting editor unlike other simulation products that uses only proprietary
scripting languages. (Reference) shows that more than 6,000 intricate animation objects are
made available in the animation library of Arena and users are allowed to customise or
import animations such as Clipart, AutoCad drawing and bitmaps. Significantly, Arena
possess all the features or tools required to analyse the system process of the coffee shop and
make recommendation based on the analysis.

Analysis of Simulation Results

As mentioned the aim of the coffee shop is to improve the experience of their customers by
analysing the system process using the data collected about its current service process and
customer demand. Based on this, the system was modelled with Arena simulation software in
the given order (See Table Below). As shown on the table, the system has five service
process with several resources such as, two employees, two cash machines and three specific
drink machines for tea, coffee, and hot chocolate.

System Process Action Distributio Parameter Required Resource

n s
Take order and payment Seize Delay Triangular 0.5, 1, 2 one employee and
one cash machine
Deliver order to the Delay Constant 0.5
drink machines
Make purchased Tea Seize delay Triangular 0.5, 1, 3 Tea machine, one
release employee
Make purchased Coffee Seize delay Triangular Coffee machine, one
release employee
Make purchased Hot Seize delay Triangular Hot chocolate
Chocolate release machine, and
employee

The tables below display simulation result after running for 120 hours in 10 replications, the
analysis was focused on some significant areas of the report because the aim of the coffee
shop was to analyse the performance of the system to improve customer experience. In this
respect, the key performance indicator as shown on the table below, resulted to 2,354 which
shows the total average of entities that came through across the ten replications. In analysing
the results, the

Experimentation
In this service process, each customer orders only one drink and the same employee that takes
order from the customers completes the process to delivering the drink to the customer. Also,
each dink machine can only produce one drink at a time, so the service process requires to be
efficient in order to relieve pressure from the machine and release employees to attend to
other customers. It was found that if the capacity of the cash machines and the employees are
increased by 2 because on the initial system, each employee takes order from one case
machine, the waiting time and the number of queues at the make purchased drink will
increase.

Conclusion and Recommendation

References