Simulation modeling for process reengineering in the telecommunications industry

Youngho Lee, Amie Elcan

Research output: Contribution to journalArticlepeer-review

34 Citations (Scopus)


Motivated by technological innovation and increasingly competitive markets, U S WEST Communications has been reengineering its core service processes to improve customer loyalty, cost effectiveness, and efficiency of services. The operations research modeling group at U S WEST Advanced Technologies has developed a service process simulation model that identifies where and when process reengineering efforts should occur. In a successful implementation, we analyzed the quantitative impact of changes in key process parameters, such as the error rate and staffing level of the service center, in the metropolitan area of Minneapolis and St. Paul. U S WEST is deploying an outgrowth of this process modeling to support process reengineering in other major metropolitan areas in its 14-state region.

Original languageEnglish
Pages (from-to)1-9
Number of pages9
Issue number3
Publication statusPublished - 1996

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Management of Technology and Innovation


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