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A Multi Queue Multi Server Model

Modeling and analysis of trouble reporting and resolution system

The objective of this model is to simulate the behavior of a trouble reporting system. The system consists of four regional offices (North, South, East, West) that receive calls from customers. The percentage of calls that actually represent problems is set by a single  parameter. The regional offices assign problems to one of six engineering teams (Red, Blue, Green, Yellow, Orange, Pink) depending on the type of problem. Once the engineering team as resolved the problem, a report is sent to the system test group in Manufacturing.The System test group verifies the solution and passes the solution to Customer Service. Customer service returns the solution back to the regional offices. The regional offices correct the problems on the next customer visit.

The top-level block diagram is shown below (Fig.1). The cluster client generator (Fig.2 ) consists of four identical client request generators.

MQMS top level block diagram
Client cluster request generator block diagram

The Client Offices Begin block is responsible for receiving service requests, processing them, and passing them to (via the Client Distribution block) to engineering for resolution. Service request processing time is set by parameter for each office.

The Client Distribution block decides (based on parameters) which requests from the Regional Offices go to which Engineering teams.

Regional office begin block diagram
Client distribution block diagram

The time the Engineering Teams take to process service requests is set by parameter. The resolution time for each Engineering time is set by parameter.

In Manufacturing, the completed solutions flow through System Test and Customer Services and are passed to Client Classification.

Engineering block diagram
Manufacturing block diagram
Customer service block diagram
Client classification block diagram

The Regional Offices End block (Fig.10) closes out the requests and passes them to the results block. The Results block (Fig.11) generates statistics for the simulation.

Regional offices end block diagram
Results block diagram

Mean delay vs traffic intensity plots such as the one shown below are generated for   each region.

Mean delay vs traffic intensity for Region East