طراحی مدل ترکیبی شبیه‌سازی با به‌کارگیری پارادایم‌های شبیه‌سازی پیشامد گسسته و سیستم‌های پویا در راستای تحلیل شرکت بیمه

محورهای موضوعی : مدیریت صنعتی

Reza Shakerin ¹ , Abbass Toloie Eshlaghy ² , Reza Radfar ³

1 - Industrial Management, Faculty of Educational Sciences and Consulting (Management and Accounting), Islamic Azad University of Roodehen, Tehran, Iran.
2 - Professor of Industrial Management, Science and Research Branch, Islamic Azad University, Tehran, Iran
3 - Professor of Industrial Management, Science and Research Branch, Islamic Azad University, Tehran, Iran.

تاریخ دریافت : 1399/08/02 تاریخ پذیرش : 1399/09/17 تاریخ انتشار : 1399/11/01

کلید واژه: شبیه‌سازی ترکیبی, فرایند خدمت‌دهی, شبیه‌سازی پیشامد گسسته, شبیه‌سازی سیستم‌های پویا,

چکیده مقاله :

با توجه به نقش فزاینده رقابت بین شرکت‌های بیمه در زمینۀ به‌دست‌آوردن سهم بیشتری از بازار، شرکت‌های بیمه ناگزیر به دنبال روش‌هایی برای کسب رضایت و وفاداری بیشتر مشتریانشان هستند. شرکت‌های بیمه‌ای توجه ویژه‌ای به کیفیت خدمات ارائه‌شده دارند و بنابراین مدت‌زمان دریافت خدمت نقش مهمی در درک مشتری از کیفیت ایفا می‌کنند. هدف پژوهش حاضر طراحی مدلی برای افزایش میزان رضایت مشتریان و بررسی تأثیر آن بر بازار فروش بیمه با به‌کارگیری پارادایم‌های شبیه‌سازی می‌باشد. مطالعۀ حاضر به لحاظ هدف، توصیفی است زیرا توصیف ارتباط بین متغیرهایی که در طول مدت پژوهش شناسایی‌شده‌اند را در جامعۀ خاص مورد آزمون قرار می‌دهد و از حیث روش، مطالعۀ کمی مبتنی بر رویکرد مدل‌سازی ریاضی با پارادایم‌های ترکیبی شبیه‌سازی با استفاده از نرم‌افزار Anylogic است. یافته‌های پژوهش نشان می‌دهد که مدل طراحی‌شده با دنیای واقعی انطباق داشته است به این معنا که داده‌های خروجی صحیح و معتبری ارائه می‌دهد. پس از ارتباط مدل شبیه‌سازی پیشامد گسسته از طریق شناسایی نقاط تعامل با مدل شبیه‌سازی سیستم‌های پویا، سناریوی ترکیبی افزایش تعداد فروش، پیاده‌سازی ‌شده است. با توجه به اینکه مدل شبیه‌سازی پیشامد گسسته و سیستم‌های پویا در ابتدای مدل شبیه‌سازی به‌صورت تعاملی با یکدیگر مشغول اجرا شدن هستند، لذا در ابتدا به دلیل نرخ رضایت بالای مشتریان نرخ ورود توسط مدل سیستم‌های پویا بالا می‌رود و درصد مواقع مشغول به کار بودن کارکنان افزایش می‌یابد. به دلیل اینکه از یک بازه‌ای به بعد تعداد مشتریان ناراضی بیشتر می‌شوند، نرخ ورود توسط مدل سیستم‌های پویا پایین می‌آید تا درنهایت سیستم به حالت تعادل می‌رسد.

چکیده انگلیسی:

According to the increasing role of competition among insurance companies in achieving greater market share, insurance companies are forced to seek methods for increasing customer satisfaction and loyalty. The insurance companies pay special attention to the provided service quality and thus the duration of service delivery plays an important role in customer perception of service quality.This study attempts to design a model for increasing customer satisfaction and its effect on the market of insurance sales by using simulation paradigms. The present study is descriptive in terms of purpose because it tests the relationship between the declared variables during the research in a particular community and in terms of method, a quantitative study based on the mathematical modeling approach with combined simulation paradigms using Anylogic software. The research findings show the designed model is matched with the real world, which means the output data is accurate and valid. After relating the Discrete Event Simulation Model by identifying the interaction points with the System Dynamics Simulation Model, the mixed scenario in increasing sales has been implemented. Considering the Discrete Event Simulation Model and System Dynamics Model are implemented interactively with each other at the beginning of the simulation model, so due to high rate of customer satisfaction, the input rate is raised by the System Dynamics Model and percentage of employee performance is increased. As the number of dissatisfied customers increases over a period of time, the input rate is reduced by the System Dynamics Model until the system is finally balanced.

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