Simulation Application To Improve Customer Service Level: A Case Study Of Johnson Health Tech Company

Abstract

In transaction business, customer satisfaction plays an ultimately essential role. Customers can affect businesses in several ways. Good customer service can increase customer retention and profits. High customer concentration can present a huge risk to a business if one or a few customers leave. Customer behaviors can influence entire industries or create new ones. Customer feedback and reviews can make or break the reputation of a business. Such businesses that produce merchandise to serve customer’s demands, inventory and after sell services have a direct influence on improving customer content. This requires high accuracy in simulating a scenario before applying it in reality; especially in electronic products. This thesis investigates the application of simulation in inventory management and after sell management to meet customer’s expectations. The evaluation is then based on the simulation of the system to find errors and propose improvements. Finally, scenarios are applied in order to predict the products potential to bring better customer service.