Simulation Improves Service and Profitability of an Automobile Service Garage

Simulation has long been an analytical tool of significant importance and power for process improvement. Historically, the earliest and most widespread uses of simulation were in manufacturing industries; however, it was not long before the power of simulation was applied to improve productivity and assess the relative merits of process change alternatives within various service industry segments such as travel, hotel and restaurant, retail stores, and entertainment venues such as theatres and amusement parks. The study described in this paper describes the successful application of simulation to process management and improvement within a business devoted to aftermarket repair of privately owned automobiles and trucks. We describe the problems encountered by the client and how the simulation study illuminated a pathway to significant improvements in customer service and financial profitability.