A simulação de processos como ferramenta de suporte à decisão.

Abstract

The decision-making process is very complex, because it involves analysis of several variables and problems that affect multiple sectors and processes of organizations. Thus, it becomes necessary to use tools to assist managers in making decisions. A tool that has been widely used is the simulation of processes, since through your use you can check system events, allowing identify problems and treat them. In this sense, the main objective of this work is to use process simulation to check the flow better service, help desk system, a professional advice. For this, we used the action research and the simulation project, including this set the proposal given by Andrade (2004). Construction of models and verify the simulation results, we used the software Arena, it is possible to simulate various scenarios and assess their possible benefits. As a result, we obtained a useful simulation model to assist in decision making on the flow of care, taking into account the new service capacity.