Car Service Optimization Based on Simulation

The article presents the results of optimizing the service center operation. The IDEF3 notation was used to analyze the logical sequence of processes performed in the car center divisions. The developed discrete-event simulation model "AS-IS" made it possible to identify "bottlenecks" in the work of the car center. The involvement of experts and the use of the method of apriori ranking of factors allowed determining the impact of a number of factors on the work of the service center and the directions for improving the work. Changes in organizational, material and technical factors and the development of "TO-BE" simulation model allowed determining the optimal parameters for the service center operation. As a result of the business process reengineering, the following changes were made: staff schedule and assignment of employees to work; the number of service posts; an electronic queue and document management system. These changes allowed increasing the profit of the service center by 1.9 times. (paper)