This paper presents a case study of the use of business‐process simulation within the context of a business‐process‐reengineering approach to change. The process‐based change methodology provides context to the simulation technique in that it connects the aims of a business‐process simulation (BPS) study to the strategic aims of the organisation and incorporates a consideration of human factors in order to achieve successful implementation of redesigned processes. Conversely, the ability of BPS to incorporate system variability, scenario analysis and a visual display to communicate process performance makes it a useful technique to provide a realistic assessment of the need for, and results of, change.

A structured approach to process improvement is described in the context of the human resources division of a UK police force. The approach combines a number of established techniques of process improvement such as the balanced scorecard and process mapping with a scoring system developed to prioritise processes for improvement. The methodology described presents one way of ensuring the correct processes are identified and redesigned at an operational level in such a way as to support the organisation's strategic aims. In addition, a performance measurement system is utilised to attempt to ensure that the changes implemented do actually achieve the desired effect over time. The case demonstrates the need to choose and in some cases develop in-house tools and techniques dependent on the context of the process improvement effort.

Purpose-To provide an example of the use of system dynamics within the context of a discrete-event simulation study. Design/methodology/approach-A discrete-event simulation study of a production-planning facility in a gas cylinder-manufacturing plant is presented. The case study evidence incorporates questionnaire responses from sales managers involved in the order-scheduling process. Findings-As the project progressed it became clear that, although the discrete-event simulation would meet the objectives of the study in a technical sense, the organizational problem of "delivery performance" would not be solved by the discrete-event simulation study alone. The case shows how the qualitative outcomes of the discrete-event simulation study led to an analysis using the system dynamics technique. The system dynamics technique was able to model the decision-makers in the sales and production process and provide a deeper understanding of the performance of the system. Research limitations/implications-The case study describes a traditional discrete-event simulation study which incorporated an unplanned investigation using system dynamics. Further, case studies using a planned approach to showing consideration of organizational issues in discrete-event simulation studies are required. Then the role of both qualitative data in a discrete-event simulation study and the use of supplementary tools which incorporate organizational aspects may help generate a methodology for discrete-event simulation that incorporates human aspects and so improve its relevance for decision making. Practical implications-It is argued that system dynamics can provide a useful addition to the toolkit of the discrete-event simulation practitioner in helping them incorporate a human aspect in their analysis. Originality/value-Helps decision makers gain a broader perspective on the tools available to them by showing the use of system dynamics to supplement the use of discrete-event simulation.

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Presents an assessment of the use of simulation modelling to assist in business process reengineering projects. Considers the relevance of the simulation technique to modelling business systems and relates its use to the main stages of a reengineering project. Presents a case study of the use of the technique as part of a reengineering project at a police force in the UK. The use of simulation in reengineering is shown to be relevant in the areas of performance measurement, testing of alternative change strategies and communication of process execution.

Purpose The purpose of this paper is to provide a contribution to the area of behavioural operations management (OM) by identifying key challenges in the use of discrete-event simulation (DES) to model people’s behaviour in OM. Design/methodology/approach A systematic literature review method is undertaken in order to assess the nature and scale of all publications relevant to the topic of modelling people’s behaviour with DES in OM within the period 2005-2017. Findings The publications identified by the literature review reveal key challenges to be addressed when aiming to increase the use of DES to model people’s behaviour. The review also finds a variety of strategies in use to model people’s behaviour using DES in OM applications. Research limitations/implications A systematic literature review method is undertaken in order to include all publications relevant to the topic of modelling people’s behaviour with DES in the OM domain but some articles may not have been captured. Originality/value The literature review provides a resource in terms of identifying exemplars of the variety of methods used to model people’s behaviour using DES in OM. The study indicates key challenges for increasing the use of DES in this area and builds on current DES development methodologies by presenting a methodology for modelling people’s behaviour in OM.

This paper describes a project aimed at assessing the experience of a virtual learning environment (VLE) among students studying courses in operations management. The project was supported by the Higher Education Funding Council for England (HEFCE) under its Teaching Quality Enhancement Fund (TQEF). The main aim of the project was through the use of a questionnaire to establish the student experience of using a VLE through an examination of the learning and technical features which they encountered. The study also examines the approaches to learning adopted by the students, through the inclusion of a shortened version of the approaches and study skills inventory for students (ASSIST) which the students were asked to complete.. . . as a key element in the call for new approaches that are more consonant with the reality of POM teaching needs (Machuca et al., 2000;Hayes, 2000), we must also renew the teaching methods employed and adapt them to the new necessities of the discipline, taking advantages of the possibilities for improvement offered by technological advances.

Objectives-(a) To determine the forcetime trace that occurs when a spring mounted simulated upper jaw is impacted; (b) to examine if mouthguards of variable quality have significant influence on such force-time traces; (c) to attempt to relate physical events to the profile of the force-time traces recorded. Methods-A simulated jaw, consisting of ceramic teeth inserted into a hard rubber arch reinforced with a composite jawbone, was fitted with various mouthguards as part of a previous round robin study. A clinical assessment distinguished good, bad, and poor mouthguards, and these were each fitted to the jaw, which was then submitted to instrumental impact tests under conditions expected to produce tooth fractures. The force-time trace was recorded for such impact events. Results-The spring mounting method caused two distinct peaks in the forcetime trace. The initial one was related to inertia eVects and showed an increase in magnitude with impactor velocity as expected. The second peak showed features that were related to the diVerences in the mouthguards selected. Conclusions-The use of a force washer within a conical ended impactor enabled force-time traces to be recorded during the impact of a spring mounted simulated jaw fitted with mouthguards of variable quality. The spring mounting system causes an initial inertial peak followed by a second peak once the spring mount has fully compressed. Good fitting guards, which keep most teeth intact, result in high stiVness targets that in turn generate high reaction forces in the impactor. If the spring mounting is omitted, the two peaks are combined to give even higher reaction forces. The force-time trace oVers some potential for assessing both overall mouthguard performance and individual events during the impact sequence. Mouthguards with good retention to the jaw remained attached during the impact event and helped to preserve the structural integrity of the target. This in turn developed high forces in the second part of the force-time trace. Guards that detached during impact and allowed tooth fractures showed lower forces in the second part of the test. The force profile measured oVered some quantitative support to, and agreement with, the observed clinical quality of the mouthguards. (Br J Sports Med 2001;35:257-262)