Redesigning Check-Processing Operations Using Animated Computer Simulation
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Verma, Rohit; Gibbs, Gerald D.; Gilgan, Richard J.
This paper describes the steps taken by a major commercial bank in the USA to redesign a critical function within its check-processing operation. Animated simulation models of the current and new process were developed to understand the relationship between process parameters waiting times and productivity measures. We describe the animated simulation modeling approach in detail present sample results and provide directions for further use of such an approach in banking.
service operations; banking; process efficiency; computer simulation
Required Publisher Statement: © Emerald. DOI: 10.1108/14637150010313348. Final version published as: Verma, R., Gibbs, G. D., & Gilgan, R. J. (2000). Redesigning check‐processing operations using animated computer simulation. Business Process Management Journal, 6(1), 24-54. Reprinted with permission. All rights reserved.