THE USE OF SIMULATION MODELING AS A METHOD FOR ANALYSIS OF COMPANY ACTIVITIES THROUGH THE EXAMPLE OF BANK SERVICING
This paper discusses the use of simulation modeling to improve the quality of client servicing in banks and to minimize costs. For construction of a simulation model, AnyLogic software was selected, which was used to describe the workflow of the queuing system and of the bank branch. The following parameters were used in the model: the customer arrival rate, the maximum length of the queue to terminal of queue to get a ticket, the time needed for customers to get a ticket, the probability of selecting a service option, the client service time, the model runtime, the type of workplace and the number of employees and their timetable. Then a series of optimization experiments were carried out using AnyLogic software in order to find the optimal staffing level. The result is a model which can be used to determine the optimal number of employees from the viewpoint of the bank’s economic benefits and the quality of servicing the clients.