USING SIMULATION TO REALIZE TQM WITHIN A TECHNICAL-SUPPORT DEPARTMENT

The following report summarizes the findings of a pilot study performe d for a Midwest communications software company. The pilot study was p erformed to show that simulation is a useful tool in realizing Total Q uality Management (TQM) within the company's Technical Support Departm ent. Simulation was used to determine the amount of resources required (i.e., telephone lines and technical support specialists) to maintain an acceptable level of service. It is believed that this level of ser vice has a direct bearing on customer satisfaction, one of the major o bjectives of TQM. Simulation is one way to assess an acceptable level of service and thus assist in the realization of TQM.