There's No Crying in Modeling!

Welcome to Model Monday!

Model Monday is a weekly series where we break down scenarios in different industries, organizations, and departments and explain how you can build a simulation of them in Process Playground.

This week's Model Monday prompt ????????

Call Center. When something in your process is taking too long, route your items to other parts of the process with balking.

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1?? - Create your customers. This model shows two levels of customers Gold and Platinum. Platinum customers have a priority of 1, while Gold customers have the default priority of 5.?

2?? - Customers are On Hold until an Agent is Ready. Callers wait in line here. However, if they spend too long in this queue, the customer may hang up.

3?? - Lost Customers. If a customer spends too long in the On Hold block, the customer gets transferred to the "Lost Customers" block.

4?? - Tier 1 Agents Only Handle Gold Level Customers. Parameters in this block filter Gold customers to Tier 1.

5?? - Tier 2 Agents Handle Both Platinum and Gold Customers. Because Platinum customers have a priority of 1, they will always jump ahead of a gold customer.?

6?? - Show your results with data blocks. In the Results tab of a block, you can set a sticky display of the results you're interested in.

Whether for use in a Lean Six Sigma project or to support training by creating 'virtual Gemba' models for students to work with, process modeling has become an integral part of the continuous improvement world.

Models expand the boundaries of possible improvements by allowing studying and testing more expansive changes than small, incremental ones without much investment.

Test before you invest! ?? See what Process Playground can do for you by checking out the link below and starting your free trial!

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