COMPUTER-SIMULATION APPLICATIONS IN-SERVICE OPERATIONS - A CASE-STUDY FROM THE LEISURE INDUSTRY

Simulaton is one of a range of techniques available to assist managerial decision-making. Frequently portrayed in service industry contexts simply as a means of solving problems, simulation can help managers achieve a variety of business objectives. A case study is presented that shows how simulation can be applied to the analysis of the behaviour of a complex service system. The value of simulation as a planning tool is highlighted especially for fine-tuning a system to ensure the productive use of resources and assure quality of service. The case study also notes the benefits that can be gained from using modern personal computer-based simulation software packages with facilities for animation.