Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study

Este artigo avalia a capacidade real do sistema de atenção ao cliente numa Instituição Prestadora de Serviços de Cuidado da Saúde (ipss), na qual os usuários solicitam determinados serviços por meio de um sistema de espera de canais múltiplos M/M/n com chegadas Poisson e tempos exponenciais. O siste...

Full description

Autores:
Restrepo Morales, Jorge Aníbal
Giraldo Betancur, Emerson Andrés
Vanegas López, Juan Gabriel
Tipo de recurso:
Article of investigation
Fecha de publicación:
2019
Institución:
Tecnológico de Antioquia
Repositorio:
Repositorio Tdea
Idioma:
eng
OAI Identifier:
oai:dspace.tdea.edu.co:tdea/2819
Acceso en línea:
https://dspace.tdea.edu.co/handle/tdea/2819
Palabra clave:
Operations Research
Investigación Operativa
Pesquisa Operacional
Recherche opérationnelle
Discrete simulation
Simulación discreta
Simulação discreta
Simulation discrète
Customer service
Servicio al cliente
Serviço ao cliente
Service client
Optimization techniques
Técnicas de optimización
Técnicas de otimização
Techniques d'optimisation
Empirical analysis
Análisis empírico
Análise empírica
Analyse empirique
Rights
openAccess
License
https://creativecommons.org/licenses/by-nc-sa/4.0/
id RepoTdea2_5e08d563ddef00dfc6f12413e3ecc960
oai_identifier_str oai:dspace.tdea.edu.co:tdea/2819
network_acronym_str RepoTdea2
network_name_str Repositorio Tdea
repository_id_str
dc.title.none.fl_str_mv Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
dc.title.translated.none.fl_str_mv Modelo multicanal de atención al cliente en una IPSS: estudio de caso con simulación discreta
Modelo multicanal de atenção ao cliente numa IPSS: estudo de caso com simulação discreta
Modèle de service client multicanal dans une IPSS: une étude de cas avec simulation discrète
title Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
spellingShingle Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
Operations Research
Investigación Operativa
Pesquisa Operacional
Recherche opérationnelle
Discrete simulation
Simulación discreta
Simulação discreta
Simulation discrète
Customer service
Servicio al cliente
Serviço ao cliente
Service client
Optimization techniques
Técnicas de optimización
Técnicas de otimização
Techniques d'optimisation
Empirical analysis
Análisis empírico
Análise empírica
Analyse empirique
title_short Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
title_full Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
title_fullStr Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
title_full_unstemmed Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
title_sort Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study
dc.creator.fl_str_mv Restrepo Morales, Jorge Aníbal
Giraldo Betancur, Emerson Andrés
Vanegas López, Juan Gabriel
dc.contributor.author.none.fl_str_mv Restrepo Morales, Jorge Aníbal
Giraldo Betancur, Emerson Andrés
Vanegas López, Juan Gabriel
dc.subject.decs.none.fl_str_mv Operations Research
Investigación Operativa
Pesquisa Operacional
Recherche opérationnelle
topic Operations Research
Investigación Operativa
Pesquisa Operacional
Recherche opérationnelle
Discrete simulation
Simulación discreta
Simulação discreta
Simulation discrète
Customer service
Servicio al cliente
Serviço ao cliente
Service client
Optimization techniques
Técnicas de optimización
Técnicas de otimização
Techniques d'optimisation
Empirical analysis
Análisis empírico
Análise empírica
Analyse empirique
dc.subject.proposal.none.fl_str_mv Discrete simulation
Simulación discreta
Simulação discreta
Simulation discrète
Customer service
Servicio al cliente
Serviço ao cliente
Service client
Optimization techniques
Técnicas de optimización
Técnicas de otimização
Techniques d'optimisation
Empirical analysis
Análisis empírico
Análise empírica
Analyse empirique
description Este artigo avalia a capacidade real do sistema de atenção ao cliente numa Instituição Prestadora de Serviços de Cuidado da Saúde (ipss), na qual os usuários solicitam determinados serviços por meio de um sistema de espera de canais múltiplos M/M/n com chegadas Poisson e tempos exponenciais. O sistema de atenção atual funciona com a espera dos usuários em várias estações, por isso eles são submetidos a várias filas para completar os serviços de exames diagnósticos requeridos. O objetivo deste trabalho é desenvolver uma metodologia para definir estratégias de melhoria na percepção do serviço e no desempenho da ipss. Para cumprir isso, apresenta-se um modelo de simulação discreta que determina os tempos dos processos e prognostica a demanda. O tempo efetivo para a prestação do serviço é de até 4 horas por usuário; no entanto, com os resultados das simulações, consegue-se reduzir essa margem de espera em até 50%, mediante o download de tarefas administrativas dos médicos e enfermeiras e a implementação de um distribuidor eletrônico de senhas. Dada a importância relativa do serviço ao cliente para uma ipss, a simulação de eventos poderia ser implementada em diferentes cenários que permitam ser integrados nos processos de planejamento e tomada de decisões. PALAVRAS-CHAVE: simulação discreta, pesquisa de operações, serviço ao cliente, técnicas de otimização, análise empírica
publishDate 2019
dc.date.issued.none.fl_str_mv 2019
dc.date.accessioned.none.fl_str_mv 2023-04-24T21:06:48Z
dc.date.available.none.fl_str_mv 2023-04-24T21:06:48Z
dc.type.spa.fl_str_mv Artículo de revista
dc.type.coar.spa.fl_str_mv http://purl.org/coar/resource_type/c_2df8fbb1
dc.type.content.spa.fl_str_mv Text
dc.type.driver.spa.fl_str_mv info:eu-repo/semantics/article
dc.type.redcol.spa.fl_str_mv http://purl.org/redcol/resource_type/ART
dc.type.version.spa.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.coarversion.spa.fl_str_mv http://purl.org/coar/version/c_970fb48d4fbd8a85
format http://purl.org/coar/resource_type/c_2df8fbb1
status_str publishedVersion
dc.identifier.issn.spa.fl_str_mv 0121-5051
dc.identifier.uri.none.fl_str_mv https://dspace.tdea.edu.co/handle/tdea/2819
dc.identifier.eissn.spa.fl_str_mv 2248-6968
identifier_str_mv 0121-5051
2248-6968
url https://dspace.tdea.edu.co/handle/tdea/2819
dc.language.iso.spa.fl_str_mv eng
language eng
dc.relation.citationendpage.spa.fl_str_mv 102
dc.relation.citationissue.spa.fl_str_mv 72
dc.relation.citationstartpage.spa.fl_str_mv 89
dc.relation.citationvolume.spa.fl_str_mv 29
dc.relation.ispartofjournal.spa.fl_str_mv Innovar
dc.relation.references.spa.fl_str_mv Abad, R. C. (2002). Introducción a la simulación y a la teoría de colas. La Coruña: Netbiblo. [ Links ]
Aguirre-de-Mena, J., Rodríguez-Fernández, M., & Tous-Zamora, D. (2002). Organización y métodos de trabajo. Pirámide. [ Links ]
Ahmed, M. A., & Alkhamis, T. M. (2009). Simulation optimization for an emergency department healthcare unit in Kuwait. European Journal of Operational Research, 198(3), 936-942. doi.org/10.1016/j.ejor.2008.10.025 [ Links ]
Banks, J., Carson, J., Nelson, B., & Nicol, D. (2005). Discrete event system simulation (4th Ed.). New Jersey: Prentice Hall. [ Links ]
Blanco, L. E., & Fajardo, I. D. (2003). Simulación con ProModel (2da Ed.). Bogotá: Editorial Escuela Colombiana de Ingeniería. [ Links ]
Brailsford, S. C., & Hilton, N. A. (2001). A comparison of discrete event simulation and system dynamics for modelling health care systems. In J., Riley (Ed.). Planning for the Future: Health Service Quality and Emergency Accessibility. Operational Research Applied to Health Services (ORAHS). Glasgow: Caledonian University. [ Links ]
Brehmer, B. (1992). Dynamic Decision Making: Human Control of Complex Systems. Acta Psychologica, 81(3), 211-241. doi:10.1016/0001-6918(92)90019-A [ Links ]
Calderón, B. (1979). Introducción a la simulación. Medellín: Asidua. [ Links ]
Castanyer-Figueras, F. (1988). Control de métodos y tiempos. Barcelona: Marcombo. [ Links ]
Coss-Bu, R. (1993). Simulación: Un enfoque práctico. Ciudad de México: Limusa. [ Links ]
De-la-Fuente-García, D., & Díez, R. P. (2000). Teoría de líneas de espera: modelos de colas. Oviedo: Universidad de Oviedo. [ Links ]
De-la-Fuente-García, D., & Gómez-Gómez, A., García-Fernández, N., & Puente-García, J. (2006). Organización de la producción en ingenierías. Oviedo: Universidad de Oviedo . [ Links ]
Demir, E., Gunal, M. M., & Southern, D. (2016). Demand and capacity modelling for acute services using discrete event simulation. Health Systems, 5(1), 1-8. doi:10.1057/hs.2016.1 [ Links ]
Duguay, C., & Chetouane, F. (2007). Modeling and improving emergency department systems using discrete event simulation. Simulation, 83(4), 311-320. doi: 10.1177/0037549707083111 [ Links ]
Dunna, E. A., Reyes, H. A., & Barrón, L. E. (2006). Simulación y análisis de sistemas con ProModel. México: Pearson Educación. [ Links ]
Edwards, W. (1962). Dynamic Decision Theory and Probabilistic Information Processing. The Journal of the Human Factors and Ergonomics Society, 4(2), 59-74. doi: 10.1177/001872086200400201 [ Links ]
Eppen, G. D. (2000). Investigación de operaciones en la ciencia administrativa: construcción de modelos para la toma de decisiones con hojas de cálculo electrónicas. México: Pearson Educación . [ Links ]
Fomundam, S., & Herrmann, J. (2007). A survey of queueing theory applications in healthcare. ISR Technical Report 2007-24. [ Links ]
Funke, J. (1991). Solving complex problems: Exploration and control of complex systems. In R. J. Sternberg, & P. A. Frensch (Eds.). Complex problem solving: Principles and mechanisms (pp. 185-222). Hillsdale, NJ, USA: Erlbaum. [ Links ]
Funke, J., & Frensch, P. (1995). Complex problem solving research in North America and Europe: An integrative review. Foreign Psychology 5, 42-47. doi:10.11588/heidok.00008200 [ Links ]
Gardner, P. H., & Berry, D. C. (1995). The effect of different forms of advice on the control of a simulated complex system. Applied Cognitive Psychology, 9(7), S55-S79. doi:10.1002/acp.2350090706 [ Links ]
Green, L. (2006). Queueing analysis in healthcare. In R. W. Hall (Ed.). Patient Flow: Reducing Delay in Healthcare Delivery (pp. 281-307). Boston: Springer Science & Business Media. [ Links ]
Günal, M. M., & Pidd, M. (2010). Discrete event simulation for performance modelling in health care: a review of the literature. Journal of Simulation, 4(1), 42-51. doi:10.1057/jos.2009.25 [ Links ]
Hall, R. (2013). Patient flow: reducing delay in healthcare delivery. Boston: Springer Science & Business Media . [ Links ]
Harrell, C., Ghosh, B. K., & Bowden, R. (2000). Simulation using Pro-Model (2nd Ed). México D. R: McGraw Hill. [ Links ]
Hiller, F., & Lieberman, G. (2002). Investigación de operaciones (7 Ed.). México D. R: McGraw Hill. [ Links ]
Jacobson, S., Hall, S., & Swisher, J. (2006). Discrete-event simulation of health care systems. In R. W. Hall (Ed.). Patient Flow: Reducing Delay in Healthcare Delivery (pp. 211-252). Boston: Springer Science & Business Media . [ Links ]
Jiménez, F. A. (2011). Aplicación de teoría de colas en una entidad financiera: Herramienta para el mejoramiento de los procesos de atención al cliente. Revista Universidad EAFIT, 44(150), 51-63. [ Links ]
Kad, D., Kuvvetli, Y., & Colak, S. (2016). Performance analysis of a university hospital blood laboratory via discrete event simulation. Simulation, 92(5), 473-484. doi: 10.1177/0037549716643167 [ Links ]
Knight, V., Williams, J., & Reynolds, I. (2012). Modelling patient choice in healthcare systems: development and application of a discrete event simulation with agent-based decision making. Journal of Simulation, 6(2), 92-102. doi:10.1057/jos.2011.21 [ Links ]
Lakshmi, C., & Appa-Iyer, S. (2013). Application of queueing theory in health care: A literature review. Operations Research for Health Care, 2(1), 25-39. doi:10.1016/j.orhc.2013.03.002 [ Links ]
McClain, J. O. (1976). Bed planning using queueing theory models of hospital occupancy: a sensitivity analysis. Inquiry, 13, 167-176. [ Links ]
McManus, M., Long, M., Cooper, A., & Litvak, E. (2004). Queueing theory accurately models the need for critical care resources. American Society of Anesthesiology, 100(5), 1271-1277. [ Links ]
Meyers, F. E. (2000). Estudios de tiempos y movimientos. México D. P.: Pearson Educación [ Links ]
Miranda, M. (2003). Teoría de Colas (2da ed.). Buenos Aires: EDUCA. [ Links ]
Neira, A. C. (2006). Técnicas de medición del trabajo. Madrid: PC Editorial. [ Links ]
Norouzzadeh, S., Riebling, N., Carter, L., Conigliaro, J., & Doerfler, M. (2015). Simulation modeling to optimize healthcare delivery in an outpatient clinic. In Proceedings 2015 Winter Simulation Conference (pp. 1355-1366 ). Huntington Beach, CA , June 2015. [ Links ]
Nosek, R. A., & Wilson, J. P. (2001) Queueing theory and customer satisfaction: a review of terminology, trends, and applications to pharmacy practice. Hospital Pharmacy, 36(3), 275-279. doi:10.1177/001857870103600307 [ Links ]
Organización Internacional del Trabajo [OIT]. (2005). Introducción al estudio del trabajo (4ta Ed.). México D. P.: Limusa. [ Links ]
Pindyck, R. S., & Rubinfeld, D. L. (1998). Econometric models and economic forecasts (Vol. 4). Boston: Irwin/McGraw-Hill. [ Links ]
Preater, J. (2002). Queues in health. Health Care Management Science, 5(4), 283-283. [ Links ]
Prieto, C. (2007). Trabajo, género y tiempo social. Madrid: Universidad Complutense. [ Links ]
Render, B. A., & Hanna, M. E. (2006). Métodos cuantitativos para los negocios. México D. P.: Pearson Educación. [ Links ]
Ríos, D., Ríos, S., Martín, J., & Jiménez, A. (2008). Simulación: métodos y aplicaciones. Bogotá: Alfaomega. [ Links ]
Roscoe, K., & McKeown, P. (1986). Modelos cuantitativos para administración (2da Ed.). México D. P.: Grupo Editorial Iberoamérica. [ Links ]
Sternberg, R., & Frensch, P. (2014). Complex problem solving: Principles and mechanisms. Mahwah, NJ, USA: Psychology Press. [ Links ]
Thierauf, R. (1995). Toma de Decisiones por Medio de Investigación de Operaciones. México D. P.: Limusa. [ Links ]
dc.rights.uri.spa.fl_str_mv https://creativecommons.org/licenses/by-nc-sa/4.0/
dc.rights.license.spa.fl_str_mv Atribución-NoComercial-CompartirIgual 4.0 Internacional (CC BY-NC-SA 4.0)
dc.rights.accessrights.spa.fl_str_mv info:eu-repo/semantics/openAccess
dc.rights.coar.spa.fl_str_mv http://purl.org/coar/access_right/c_abf2
rights_invalid_str_mv https://creativecommons.org/licenses/by-nc-sa/4.0/
Atribución-NoComercial-CompartirIgual 4.0 Internacional (CC BY-NC-SA 4.0)
http://purl.org/coar/access_right/c_abf2
eu_rights_str_mv openAccess
dc.format.extent.spa.fl_str_mv 14 páginas
dc.format.mimetype.spa.fl_str_mv application/pdf
dc.coverage.country.none.fl_str_mv Colombia
dc.publisher.spa.fl_str_mv Universidad Nacional de Colombia
dc.publisher.place.spa.fl_str_mv Colombia
dc.source.spa.fl_str_mv http://www.scielo.org.co/scielo.php?pid=S0121-50512019000200089&script=sci_arttext
institution Tecnológico de Antioquia
bitstream.url.fl_str_mv https://dspace.tdea.edu.co/bitstream/tdea/2819/1/Customer%20Service%20Multichannel%20Model%20in%20a%20Health%20Care%20Service%20Provider_A%20Discrete%20Simulation%20Case%20Study.pdf
https://dspace.tdea.edu.co/bitstream/tdea/2819/2/license.txt
https://dspace.tdea.edu.co/bitstream/tdea/2819/3/Customer%20Service%20Multichannel%20Model%20in%20a%20Health%20Care%20Service%20Provider_A%20Discrete%20Simulation%20Case%20Study.pdf.txt
https://dspace.tdea.edu.co/bitstream/tdea/2819/4/Customer%20Service%20Multichannel%20Model%20in%20a%20Health%20Care%20Service%20Provider_A%20Discrete%20Simulation%20Case%20Study.pdf.jpg
bitstream.checksum.fl_str_mv 1105a576cde3ebe9afea90b2dae8d0f9
2f9959eaf5b71fae44bbf9ec84150c7a
3da5b72a571d9dbdfdb6fcafb82b2b76
16a4965575cb7076fe1f8bcc3e175318
bitstream.checksumAlgorithm.fl_str_mv MD5
MD5
MD5
MD5
repository.name.fl_str_mv Repositorio Institucional Tecnologico de Antioquia
repository.mail.fl_str_mv bdigital@metabiblioteca.com
_version_ 1812189207056089088
spelling Restrepo Morales, Jorge Aníbal150531c3-ca5b-413b-b0b8-7fb4d96b7540Giraldo Betancur, Emerson Andrés23cc47ad-0e92-4bde-9397-070a8b7ad2ebVanegas López, Juan Gabriel06b45ca3-001c-4ffc-bdd8-53d7607527262023-04-24T21:06:48Z2023-04-24T21:06:48Z20190121-5051https://dspace.tdea.edu.co/handle/tdea/28192248-6968Este artigo avalia a capacidade real do sistema de atenção ao cliente numa Instituição Prestadora de Serviços de Cuidado da Saúde (ipss), na qual os usuários solicitam determinados serviços por meio de um sistema de espera de canais múltiplos M/M/n com chegadas Poisson e tempos exponenciais. O sistema de atenção atual funciona com a espera dos usuários em várias estações, por isso eles são submetidos a várias filas para completar os serviços de exames diagnósticos requeridos. O objetivo deste trabalho é desenvolver uma metodologia para definir estratégias de melhoria na percepção do serviço e no desempenho da ipss. Para cumprir isso, apresenta-se um modelo de simulação discreta que determina os tempos dos processos e prognostica a demanda. O tempo efetivo para a prestação do serviço é de até 4 horas por usuário; no entanto, com os resultados das simulações, consegue-se reduzir essa margem de espera em até 50%, mediante o download de tarefas administrativas dos médicos e enfermeiras e a implementação de um distribuidor eletrônico de senhas. Dada a importância relativa do serviço ao cliente para uma ipss, a simulação de eventos poderia ser implementada em diferentes cenários que permitam ser integrados nos processos de planejamento e tomada de decisões. PALAVRAS-CHAVE: simulação discreta, pesquisa de operações, serviço ao cliente, técnicas de otimização, análise empíricaCet article évalue la capacité réelle du système de service client dans une institution prestataire de services de soins de santé (ipss), où les utilisateurs demandent certains services via un système d’attente pour plusieurs canaux M/M/n avec des arrivées de Poisson et des temps exponentiels. Le système de services actuel fonctionne avec l'attente des utilisateurs sur plusieurs stations, de sorte qu'ils sont soumis à plusieurs queues pour compléter les services de tests de diagnostic requis. L'objectif de ce travail est de développer une méthodologie pour définir des stratégies d'amélioration de la perception du service et de la performance de l'ipss. Pour ce faire, on présente un modèle de simulation discret qui détermine les temps des processus et prévoit la demande. La durée effective de fourniture du service peut aller jusqu'à 4 heures par utilisateur. Cependant, avec les résultats des simulations, il est possible de réduire cette marge d'attente jusqu'à 50%, en déchargeant les tâches administratives des médecins et des infirmières et en mettant en place un distributeur de billets électronique. Étant donné l’importance relative du service client pour une ipss, la simulation d’événements pourrait se mettre en œuvre selon différents scénarios pouvant s'intégrer aux processus de planification et de prise de décision. MOTS-CLÉ : simulation discrète, recherche opérationnelle, service client, techniques d'optimisation, analyse empirique.This paper evaluates the real capacity of the customer service system in a Health Care Service Provider (hcsp) in which users request a service using a multi-channel M/M/n queueing system with Poisson arrivals and exponential times. The assistance process shows that an individual who wants to request a diagnostic test must wait his/her turn in several cubicles. The aim of this paper is to develop a methodology that generates two-way results in improving not only hcsp performance, but also in implementing strategies that lead to better service perception. A discrete-event simulation model is presented to determine the times for processes and forecast the demand. The entire process in hcsp takes up to four hours, although, based on our results, waiting times could be 50% shorter by decreasing the number of operative tasks that physicians and nurses should perform and implementing an electronic ticket dispenser. Improving customer service is relevant for a hcsp organization. Therefore, our simulation process could be implemented in different scenarios in order to integrate results in planning and decision-making processes. KEYWORDS: Discrete simulation, operations research, customer service, optimization techniques, empirical analysis.Este artículo evalúa la capacidad real del sistema de atención al cliente en una Institución Prestadora de Servicios de Cuidado de la Salud (ipss), en la cual los usuarios solicitan determinados servicios a través de un sistema de espera de canales múltiples M/M/n con llegadas Poisson y tiempos exponenciales. El sistema de atención actual funciona con la espera de los usuarios en varias estaciones, por lo cual estos se encuentran sometidos a hacer varias filas para completar los servicios de pruebas diagnósticas requeridas. El objetivo de este trabajo es desarrollar una metodología para definir estrategias de mejoramiento en la percepción del servicio y en el desempeño de la ipss. Para ello, se presenta un modelo de simulación discreta que determina los tiempos de los procesos y pronostica la demanda. El tiempo efectivo para la prestación del servicio es de hasta 4 horas por usuario; sin embargo, con los resultados de las simulaciones se logra reducir este margen de espera hasta en 50% mediante la descarga de tareas administrativas de los médicos y enfermeras y la implementación de un dispensador electrónico de boletos. Dada la importancia relativa del servicio al cliente para una ipss, la simulación de eventos podría ser implementada en diferentes escenarios que permitan ser integrados en los procesos de planeación y toma de decisiones. PALABRAS CLAVE: simulación discreta, investigación de operaciones, servicio al cliente, técnicas de optimización, análisis empírico.14 páginasapplication/pdfengUniversidad Nacional de ColombiaColombiahttps://creativecommons.org/licenses/by-nc-sa/4.0/Atribución-NoComercial-CompartirIgual 4.0 Internacional (CC BY-NC-SA 4.0)info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2http://www.scielo.org.co/scielo.php?pid=S0121-50512019000200089&script=sci_arttextCustomer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case StudyModelo multicanal de atención al cliente en una IPSS: estudio de caso con simulación discretaModelo multicanal de atenção ao cliente numa IPSS: estudo de caso com simulação discretaModèle de service client multicanal dans une IPSS: une étude de cas avec simulation discrèteArtículo de revistahttp://purl.org/coar/resource_type/c_2df8fbb1Textinfo:eu-repo/semantics/articlehttp://purl.org/redcol/resource_type/ARTinfo:eu-repo/semantics/publishedVersionhttp://purl.org/coar/version/c_970fb48d4fbd8a85Colombia102728929InnovarAbad, R. C. (2002). Introducción a la simulación y a la teoría de colas. La Coruña: Netbiblo. [ Links ]Aguirre-de-Mena, J., Rodríguez-Fernández, M., & Tous-Zamora, D. (2002). Organización y métodos de trabajo. Pirámide. [ Links ]Ahmed, M. A., & Alkhamis, T. M. (2009). Simulation optimization for an emergency department healthcare unit in Kuwait. European Journal of Operational Research, 198(3), 936-942. doi.org/10.1016/j.ejor.2008.10.025 [ Links ]Banks, J., Carson, J., Nelson, B., & Nicol, D. (2005). Discrete event system simulation (4th Ed.). New Jersey: Prentice Hall. [ Links ]Blanco, L. E., & Fajardo, I. D. (2003). Simulación con ProModel (2da Ed.). Bogotá: Editorial Escuela Colombiana de Ingeniería. [ Links ]Brailsford, S. C., & Hilton, N. A. (2001). A comparison of discrete event simulation and system dynamics for modelling health care systems. In J., Riley (Ed.). Planning for the Future: Health Service Quality and Emergency Accessibility. Operational Research Applied to Health Services (ORAHS). Glasgow: Caledonian University. [ Links ]Brehmer, B. (1992). Dynamic Decision Making: Human Control of Complex Systems. Acta Psychologica, 81(3), 211-241. doi:10.1016/0001-6918(92)90019-A [ Links ]Calderón, B. (1979). Introducción a la simulación. Medellín: Asidua. [ Links ]Castanyer-Figueras, F. (1988). Control de métodos y tiempos. Barcelona: Marcombo. [ Links ]Coss-Bu, R. (1993). Simulación: Un enfoque práctico. Ciudad de México: Limusa. [ Links ]De-la-Fuente-García, D., & Díez, R. P. (2000). Teoría de líneas de espera: modelos de colas. Oviedo: Universidad de Oviedo. [ Links ]De-la-Fuente-García, D., & Gómez-Gómez, A., García-Fernández, N., & Puente-García, J. (2006). Organización de la producción en ingenierías. Oviedo: Universidad de Oviedo . [ Links ]Demir, E., Gunal, M. M., & Southern, D. (2016). Demand and capacity modelling for acute services using discrete event simulation. Health Systems, 5(1), 1-8. doi:10.1057/hs.2016.1 [ Links ]Duguay, C., & Chetouane, F. (2007). Modeling and improving emergency department systems using discrete event simulation. Simulation, 83(4), 311-320. doi: 10.1177/0037549707083111 [ Links ]Dunna, E. A., Reyes, H. A., & Barrón, L. E. (2006). Simulación y análisis de sistemas con ProModel. México: Pearson Educación. [ Links ]Edwards, W. (1962). Dynamic Decision Theory and Probabilistic Information Processing. The Journal of the Human Factors and Ergonomics Society, 4(2), 59-74. doi: 10.1177/001872086200400201 [ Links ]Eppen, G. D. (2000). Investigación de operaciones en la ciencia administrativa: construcción de modelos para la toma de decisiones con hojas de cálculo electrónicas. México: Pearson Educación . [ Links ]Fomundam, S., & Herrmann, J. (2007). A survey of queueing theory applications in healthcare. ISR Technical Report 2007-24. [ Links ]Funke, J. (1991). Solving complex problems: Exploration and control of complex systems. In R. J. Sternberg, & P. A. Frensch (Eds.). Complex problem solving: Principles and mechanisms (pp. 185-222). Hillsdale, NJ, USA: Erlbaum. [ Links ]Funke, J., & Frensch, P. (1995). Complex problem solving research in North America and Europe: An integrative review. Foreign Psychology 5, 42-47. doi:10.11588/heidok.00008200 [ Links ]Gardner, P. H., & Berry, D. C. (1995). The effect of different forms of advice on the control of a simulated complex system. Applied Cognitive Psychology, 9(7), S55-S79. doi:10.1002/acp.2350090706 [ Links ]Green, L. (2006). Queueing analysis in healthcare. In R. W. Hall (Ed.). Patient Flow: Reducing Delay in Healthcare Delivery (pp. 281-307). Boston: Springer Science & Business Media. [ Links ]Günal, M. M., & Pidd, M. (2010). Discrete event simulation for performance modelling in health care: a review of the literature. Journal of Simulation, 4(1), 42-51. doi:10.1057/jos.2009.25 [ Links ]Hall, R. (2013). Patient flow: reducing delay in healthcare delivery. Boston: Springer Science & Business Media . [ Links ]Harrell, C., Ghosh, B. K., & Bowden, R. (2000). Simulation using Pro-Model (2nd Ed). México D. R: McGraw Hill. [ Links ]Hiller, F., & Lieberman, G. (2002). Investigación de operaciones (7 Ed.). México D. R: McGraw Hill. [ Links ]Jacobson, S., Hall, S., & Swisher, J. (2006). Discrete-event simulation of health care systems. In R. W. Hall (Ed.). Patient Flow: Reducing Delay in Healthcare Delivery (pp. 211-252). Boston: Springer Science & Business Media . [ Links ]Jiménez, F. A. (2011). Aplicación de teoría de colas en una entidad financiera: Herramienta para el mejoramiento de los procesos de atención al cliente. Revista Universidad EAFIT, 44(150), 51-63. [ Links ]Kad, D., Kuvvetli, Y., & Colak, S. (2016). Performance analysis of a university hospital blood laboratory via discrete event simulation. Simulation, 92(5), 473-484. doi: 10.1177/0037549716643167 [ Links ]Knight, V., Williams, J., & Reynolds, I. (2012). Modelling patient choice in healthcare systems: development and application of a discrete event simulation with agent-based decision making. Journal of Simulation, 6(2), 92-102. doi:10.1057/jos.2011.21 [ Links ]Lakshmi, C., & Appa-Iyer, S. (2013). Application of queueing theory in health care: A literature review. Operations Research for Health Care, 2(1), 25-39. doi:10.1016/j.orhc.2013.03.002 [ Links ]McClain, J. O. (1976). Bed planning using queueing theory models of hospital occupancy: a sensitivity analysis. Inquiry, 13, 167-176. [ Links ]McManus, M., Long, M., Cooper, A., & Litvak, E. (2004). Queueing theory accurately models the need for critical care resources. American Society of Anesthesiology, 100(5), 1271-1277. [ Links ]Meyers, F. E. (2000). Estudios de tiempos y movimientos. México D. P.: Pearson Educación [ Links ]Miranda, M. (2003). Teoría de Colas (2da ed.). Buenos Aires: EDUCA. [ Links ]Neira, A. C. (2006). Técnicas de medición del trabajo. Madrid: PC Editorial. [ Links ]Norouzzadeh, S., Riebling, N., Carter, L., Conigliaro, J., & Doerfler, M. (2015). Simulation modeling to optimize healthcare delivery in an outpatient clinic. In Proceedings 2015 Winter Simulation Conference (pp. 1355-1366 ). Huntington Beach, CA , June 2015. [ Links ]Nosek, R. A., & Wilson, J. P. (2001) Queueing theory and customer satisfaction: a review of terminology, trends, and applications to pharmacy practice. Hospital Pharmacy, 36(3), 275-279. doi:10.1177/001857870103600307 [ Links ]Organización Internacional del Trabajo [OIT]. (2005). Introducción al estudio del trabajo (4ta Ed.). México D. P.: Limusa. [ Links ]Pindyck, R. S., & Rubinfeld, D. L. (1998). Econometric models and economic forecasts (Vol. 4). Boston: Irwin/McGraw-Hill. [ Links ]Preater, J. (2002). Queues in health. Health Care Management Science, 5(4), 283-283. [ Links ]Prieto, C. (2007). Trabajo, género y tiempo social. Madrid: Universidad Complutense. [ Links ]Render, B. A., & Hanna, M. E. (2006). Métodos cuantitativos para los negocios. México D. P.: Pearson Educación. [ Links ]Ríos, D., Ríos, S., Martín, J., & Jiménez, A. (2008). Simulación: métodos y aplicaciones. Bogotá: Alfaomega. [ Links ]Roscoe, K., & McKeown, P. (1986). Modelos cuantitativos para administración (2da Ed.). México D. P.: Grupo Editorial Iberoamérica. [ Links ]Sternberg, R., & Frensch, P. (2014). Complex problem solving: Principles and mechanisms. Mahwah, NJ, USA: Psychology Press. [ Links ]Thierauf, R. (1995). Toma de Decisiones por Medio de Investigación de Operaciones. México D. P.: Limusa. [ Links ]Operations ResearchInvestigación OperativaPesquisa OperacionalRecherche opérationnelleDiscrete simulationSimulación discretaSimulação discretaSimulation discrèteCustomer serviceServicio al clienteServiço ao clienteService clientOptimization techniquesTécnicas de optimizaciónTécnicas de otimizaçãoTechniques d'optimisationEmpirical analysisAnálisis empíricoAnálise empíricaAnalyse empiriqueORIGINALCustomer Service Multichannel Model in a Health Care Service Provider_A Discrete Simulation Case Study.pdfCustomer Service Multichannel Model in a Health Care Service Provider_A Discrete Simulation Case Study.pdfapplication/pdf1091523https://dspace.tdea.edu.co/bitstream/tdea/2819/1/Customer%20Service%20Multichannel%20Model%20in%20a%20Health%20Care%20Service%20Provider_A%20Discrete%20Simulation%20Case%20Study.pdf1105a576cde3ebe9afea90b2dae8d0f9MD51open accessLICENSElicense.txtlicense.txttext/plain; charset=utf-814828https://dspace.tdea.edu.co/bitstream/tdea/2819/2/license.txt2f9959eaf5b71fae44bbf9ec84150c7aMD52open accessTEXTCustomer Service Multichannel Model in a Health Care Service Provider_A Discrete Simulation Case Study.pdf.txtCustomer Service Multichannel Model in a Health Care Service Provider_A Discrete Simulation Case Study.pdf.txtExtracted texttext/plain60807https://dspace.tdea.edu.co/bitstream/tdea/2819/3/Customer%20Service%20Multichannel%20Model%20in%20a%20Health%20Care%20Service%20Provider_A%20Discrete%20Simulation%20Case%20Study.pdf.txt3da5b72a571d9dbdfdb6fcafb82b2b76MD53open accessTHUMBNAILCustomer Service Multichannel Model in a Health Care Service Provider_A Discrete Simulation Case Study.pdf.jpgCustomer Service Multichannel Model in a Health Care Service Provider_A Discrete Simulation Case Study.pdf.jpgGenerated Thumbnailimage/jpeg11776https://dspace.tdea.edu.co/bitstream/tdea/2819/4/Customer%20Service%20Multichannel%20Model%20in%20a%20Health%20Care%20Service%20Provider_A%20Discrete%20Simulation%20Case%20Study.pdf.jpg16a4965575cb7076fe1f8bcc3e175318MD54open accesstdea/2819oai:dspace.tdea.edu.co:tdea/28192023-04-25 03:01:15.867An error occurred on the license name.|||https://creativecommons.org/licenses/by-nc-sa/4.0/open accessRepositorio Institucional Tecnologico de Antioquiabdigital@metabiblioteca.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

Publicaciones similares