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the demand that is requested. The simulation has resulted in approximately 4500
(18.0 250) autos seeking service during the 250 day year. Our goal now is to deter-
mine whether the operations configuration that Inez is contemplating can, in fact,
manage this service demand. Depending on the availability of service capacity, the
Autohaus service system may handle the demand easily, or it may be considerably
short of the requested demand.
In our model, demand represents a reservoir of autos requesting service. To this
point, we have generated demand without regard to Autohaus’ capability to supply
service. The question that Inez needs to answer is: given the demand that we have
generated, how much of this demand can our service supply accommodate on a
daily basis? Our simulation should be useful in a number of ways. Determining the
amount of demand serviced will also depend on the contractual agreement that she
has with customers. If she is contractually guaranteeing service over a period of
time, then she may be forced to increase capacity to satisfy all demand or run the
risk of a penalty for not fulfilling the contract. This should certainly be a concern for
Inez as she begins to conceptualize her business model and as she finalizes plans for
operation. The use of the simulation model to study service capacity will also help
her understand the effects of various types of contractual agreements.
So how do we proceed? Consider Exhibit 8.21, the Data Collection worksheet.
This is the worksheet where we perform the service analysis we just discussed. It
is wise to first understand the broad layout of Exhibit 8.21, especially given the
complex nature of the worksheet. This worksheet examines demand for each of the
250 days simulated in the Calculation worksheet (Exhibit 8.18) and returns the ser-
vice that is provided. The Data Collection worksheet contains three major sections
which we will detail in several exhibits due to their rather large size.
The first section, columns A:E, determines the percentage of each day’s total
demand that will be allocated to each of the three service types. In this example,
day 1 demand is 11 arrivals (E4), and of this total, 4 (B4) are allocated to
Engine/electrical Diagnostics ,3(C4)to Mechanical Diagnostics , and 4 (D4) to Oil
Change . Columns F to AX display the specific service arrivals and the service time
required for each arrival. You can see in cell range F4:I4 the 4 Engine/electrical
Diagnostics arrivals and their corresponding service times, 55, 35, 15, and 15,
Exhibit 8.21 Data collection worksheet
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