2013
EMSS 2013 Proceeding
A simulation case study of email management within a large I.T. company in Greece
Authors: Agapi Vouvoudi, Makrina Viola Kosti, Lefteris Angelis
Abstract
The use of Internet technologies in business processes has significantly altered the way people communicate and interact with each other, introducing new manners of communications, such as e-mails. Thus e-mail processing has become a considerable part of the everyday workload in companies. The time spent in replying to customers? requests and the overall response times of various e-mail categories are critical operational indices that contribute to efficient management decision making and work planning. In this paper we present a case study of a Greek company which provides IT and financial products and services. The study is based on a discrete event simulation model that represents the system of professional e-mail flow and processing within the company. The model is used to investigate different scenarios with experimentation and statistical analysis of the output.
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