Search results

Students should be able to: identify the elements of business processes; analyze efficiency measures; identify and define causes of poor efficiency in business process; analyze the results of a simulation model; propose process redesign alternatives based on the analysis; and acknowledge the challenges for improving public service processes.

The process to get a passport seems to be very simple, but Jose Hernandez, a Manufacturing Plant Director, has had bad experiences the past three times he has visited the passport office. He and his family have spent more than 3 h to get the passport for his little daughter, Maria. In this case, the authors illustrate the process analysis performed by Jose to find effective and efficient solutions to the problems that he found. The case study guides students through the analysis of a business process in public service from the perspective of the users. The students participating in the case analysis will not only learn to diagnose and describe the process but also to redesign it to achieve significant improvements. Furthermore, the students will realize that adding more resources to the process may not solve the fundamental issues, but analytical and creative skills are needed. In addition, the teaching notes provide a discussion about the existing challenges to improve public service processes.

Management and engineering undergraduate programs, operations management and business process design in Master of Business Administration programs.

Teaching Notes are available for educators only.

CSS 9: Operations and Logistics.

This paper aims to propose an alternate, efficient and scalable modeling framework to simulate large-scale bike-sharing systems using discrete-event simulation. This study uses this model to evaluate several initial bike inventory policies inspired by the operation of the bike-sharing system in Mexico City, which is one of the largest around the world. The model captures the heterogeneous demand (in time and space) and this paper analyzes the trade-offs between the performance to take and return bikes. This study also includes a simulation-optimization algorithm to determine the initial inventory and present a method to deal with the bias caused by dynamic rebalancing on observed demand.

This paper is based on the analysis of an alternate and efficient discrete-event simulation modeling framework. This framework captures the heterogeneity of demand and allows one to experiment with large-scale models. This study uses this model to test several initial bike inventory policies and also combined them with an optimization engine. The results, provide valuable insights not only for the particular system that motivated the study but also for the administrators of any bike-sharing system.

The findings of this paper include: most of the best policies use a ratio of bikes: docks near to 1:2; however, it is important the way they are initially allocated; a policy that contradicts the demand profile of the stations can lead to poor performance, regardless the quick and dynamic changes of bike locations during the morning period; the proposed simulation-optimization algorithm achieves the best results.

The findings are limited to the initial inventory of the system under study. The model assumes a homogeneous probability distribution function for the travel time. This assumption seems reasonable for the system under study. This paper limits the tested inventory policies to simple practical rules. There might be other sophisticated methods to obtain better solutions, but they might be system-specific.

The insights of this paper are valuable for operators of bike-sharing systems because this study focuses on the analysis of the impact of the initial inventory assuming that dynamic rebalancing may not be existing during the morning peak-time. This paper finds that initial inventory has a great impact on the performance, regardless of how quickly the bikes are dispersed across the system. This study also provides insights into the effect of dynamic rebalancing on observed demand.

Increasing knowledge about the operation of the bike-sharing system has a positive effect on society because more cities around the world could consider implementing these systems as a public transportation mode. Furthermore, delivering suggestions on how to increase the user service level could incentivize people to adopt bikes as a mobility option, which would contribute to improve their health and also reduce air pollution caused by motorized vehicles.

This paper considers that the contributions of this work to existing literature are the following: this study proposes a novel efficient and scalable simulation framework to evaluate initial bike inventory policies; the analysis presented in the paper includes an approach to deal with the bias in the observed demand caused by dynamic rebalancing and the analysis includes the value of demand information to determine an effective initial bike inventory policy.

This paper aims to present a model to incentivize sustainable performance (SUP) in small- and medium-sized tourism by strengthening inner relations to adapt to a complex environment.

The authors adopted the systemic approach complementing analytic, tourism, partial least squares path modeling (PLS-PM), social network analysis (SNA) and systemic approach tools as follows: frame the problem through the soft systems methodology and SNA and identify the conflicting relationships; apply PLS-PM to validate the model; and propose new interactions for small- and medium-sized enterprises conducive to SUP based on the viable system model.

Considering the results, the authors pinpointed factors and relationships managers can address to foster SUP, highlighting the need to reinforce feedback loops and reduce inconsistencies between primary operations with coordination and management mechanisms.

This work is limited to the organizational domain. Although the results apply to the Mexican context, this could be overcome using methodological complementarity to extend the ideas to other organizations.

This study invites discussing methods and viewpoints for rethinking SUP because of multiple factors. This requires adopting methodological complementarity to generate alternatives and reconfiguring inner organizational interactions.

The model captures minimum but sufficient components advising leaders about SUP. This proposal differs from previous studies because it suggests exploiting methodological complementarity to capture the insights of key operative actors to conceive the model. Hence, the authors suggest new relations among organizational factors so managers can develop strategies for adaptability.