Enhancing business process management with simulation optimization

A growing number of business process management software vendors are offering simulation capabilities to extend their modeling functions and enhance their analytical proficiencies. Simulation is promoted to enable examination and testing of decisions prior to actually making them in the "real" environment. In this paper, we illustrate how to optimize simulation models, by presenting two examples of simulation optimization using OptQuest®. In the first case, we construct a discrete event simulation model of a hospital emergency room to determine a configuration of resources that results in the shortest average cycle time for patients. In the second case, we develop a simulation model to minimize staffing levels for personal claims processing in an insurance company. We then summarize some of the most relevant approaches that have been developed for the purpose of optimizing simulated systems and conclude with a metaheuristic black box approach that leads the field of practical applications.