An analysis of client service system at an insurance company using simulation

This paper describes the application of simulation in designing and improving a client service system at an insurance company. The importance of this study is to propose a better practice to improve the company´s counter services. Moreover, the outcomes of this study are believed will assist to reduce the waiting times. A simulation approach has been applied in order to fulfill the objectives of this study. Three alternatives have been considered to determine the best practice that can be adapted to reduce the average waiting time of clients. The results from this study have shown that the best practice to improve the client service system is by converting all counters into multitasking.