Service Management

Service Model Simulation: Theory and Practice

Simulate real-world service models to test and refine strategies for operational success.

Service Model Simulation: Theory and Practice
Track Service Management
Duration 30 hours
Skill Level Beginner
Language English

About this Course

Simulate real-world service models to test and refine strategies for operational success.
Learning Mode: Learn at ALC or at Home

Detailed Course Curriculum

Hands-on module breakdown aligned with MKCL production standards and industry requirements.

  • Waiting and wait times can be relative
  • The economics of waiting
  • Long term revenue losses incurred By losing loyal customers
  • Definition of Queues
  • The Variant Nature of Queues
  • The Psychology of Waiting
  • Strategies to Fill the Gaps in Waiting Times
  • Definition Section
  • Queuing discipline categorise
  • Definition of service, outputs and queuing theory
  • Queuing network
  • Calling population
  • Queuing theory
  • Definition of Queuing Model
  • Types of Customer Arrivals
  • Queuing theory -1
  • Arrival Rate
  • Application
  • Inter-arrival Time
  • Mathematical examples of Arrival rate
  • Characteristics of Poisson distribution
  • Characteristics for infinite calling population scenarios
  • Characteristics for finite calling population scenarios
  • Definition of Queue Configuration
  • Queue Configuration
  • Token Management System
  • Finite Queue
  • Classification of Queue Configurations
  • Finite Queue
  • Configurations of Queues
  • Kendall Notation
  • Definition of Kendall’s Notation
  • Queuing Discipline
  • Service process
  • Understanding Service Process
  • Service Process Matrix
  • Layout Design / Organisational Structure
  • Steps for Managing Service Processes
  • Case Study Vodafone
  • What is Capacity Planning
  • Effective Capacity
  • Capacity Scaling
  • Capacity Planning Strategies
  • Types of Capacity Planning Strategies
  • Benefits of Capacity Planning Strategies
  • Analytical Queuing Models
  • What causes a Queue?
  • Types of Variations
  • Why is there a need to model Queues?
  • What information is required to model a queue?
  • What information is required to model a queue?
  • Fundamentals of Queuing Models
  • Standard M/M/1 Model - 1
  • Mr. Satish statistician
  • Standard M/M/1 Model - 2
  • Kendall Notation
  • Queuing Theory - History and Importance
  • Littles Law
  • M/G/1 Model
  • M/G/1 Model Example
  • M/G/∞ Model
  • M/M/1 Model
  • Other Queueing Models
  • Capacity Planning Criteria
  • Queuing Theory
  • Average Customer Waiting Time 1
  • Average Customer Waiting Time 2
  • Average Customer Waiting Time 3
  • Organisational aspects
  • Difference between Capacity and Resources
  • Planning phase for Franchise
  • Capacity Planning
  • Check List
  • Estimating Future Capacity Requirements
  • Evaluate Existing Capacity and Identify Gaps
  • Identify Alternatives
  • Conducting Financial Analysis
  • Assess Key Qualitative Issues
  • Select One Alternative
  • Implement Alternative Chosen
  • Monitor Results
  • Evolution of Management Philosophy
  • Case Study of John Deere
  • Case Study of KFC
  • Information Overload
  • How the context has changed?
  • What is System’s Thinking?
  • A system acts upon its environment and is also acted upon by the environment
  • System’s Approach has created structure of Shared services
  • Application of System’s Theory to Management
  • Fixes that fail
  • Shifting the Burden
  • Limits to success
  • Drifting goals
  • Tragedy of the commons
  • Applications for system archetypes
  • Application Simulations in System Dynamics Models
  • Predator-Prey Dynamics
  • Generating Random Variables and Discrete-Event Simulation 1
  • Types of Variables
  • Types of Random Variables
  • What is Probability?
  • What is random experiment?
  • What is called Conditional Probability?
  • Basic Distribution
  • Continuous Variable
  • Continuous Probability Distribution_0103. Continuous Probability Distribution_01
  • Normal Distribution Function
  • Simulated models
  • Fundamental methods of random variation generation
  • Discrete Event Simulation
  • Discrete Event Simulation Vs.  Continuous Dynamic Simulation
  • Service Simulation Models
  • Elements of service systems
  • Characteristics of Service Systems
  • Simulation Applications in Service Systems
  • Model Considerations
  • Model Logic and Model Data
  • Model Parameters and Decision Variables
  • Single Server Simulation
  • Bank Simulation Example
  • Clinic Simulation Using Arena
  • Waiting Line Management Case 1- Car Rental 01
  • Waiting Line Management Case 1- Car Rental 02
  • Waiting Line Management Case 1- Car Rental 03
  • Waiting Line Management Case 2- Health Care
  • Care Study - Venkatesh Nursing Home Bihar
  • Waiting Line Management Case 2- Health Care 01
  • Capacity
  • General Motors
  • Brand value
  • Cisco Systems
  • Network Congestion
  • Network Management Protocols
  • Quality of Service
  • Sizing and Utilisation
  • Cisco IOS®
Eligibility Criteria
• Basic knowledge of computers and keen desire to build skills in this field.
• Open to students, job seekers, and working professionals.
Official Certification
• Official MKCL KLiC Certificate upon successful completion of the course and evaluations.
Work-Centric Learning Approach
• Step 1: Learners are given an overview of the course and its connection to life and work
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!

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Course Overview
  • Duration: 30 hours
  • Track: Service Management
  • Skill Level: Beginner
  • Language: English
  • Mode: Learn at ALC or at Home
  • Certificate: Official MKCL
Key Course Highlights:
  • Explain the economic aspects of delay and the strategies for handling customer waiting.
  • Rephrase the idea of service outcomes, population, and queuing theory.
  • Explore the queuing models and their configurations within a service process.
  • Paraphrase the concept of the Service Process Matrix and outline the procedures for effectively managing service processes.
  • Report the idea of Capacity Planning and the various strategies associated with it, including different types of capacity planning approaches.
  • Paraphrase the Systems thinking involving various approaches and utilize simulation for diverse applications in understanding complex systems.
  • Diagnose the involvement of complex models, diverse elements, unique characteristics, and varied applications of service simulation.
  • Describe the notion of service simulation models, outlining the components and qualities of service systems.
  • Summarise the Factors and elements to think about when designing the service model.
  • Assess appropriate solutions for the challenges presented, while practicing humanistic, ethical, and moral values in real-life situations
  • Develop project management skills to efficiently plan and execute projects.
  • make judgement and take decision, based on the analysis and evaluation of information and work scenario.
  • Predict and cater to own learning needs relating to the assigned task/work by accessing appropriate learning resources.
  • pursue self-paced and self-directed learning.
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