Business Process Modeling through Hybrid Simulation Approach (Case Study: One of the Iranian Banks)

Document Type : Research Paper


1 Ph.D. Candidate, Department of Industrial Management, Faculty of Management and Economy, Science and Research Branch, Islamic Azad University, Tehran, Iran.

2 Department of Industrial Management, Faculty of Economy, Science and Research Branch, Islamic Azad University, Tehran, Iran.

3 Assistant Prof, Department of Industrial Management, Faculty of Management and Accounting, Islamic Azad University, Karaj,Alborz, Iran.


Objective: Change is an important part of the business and work process, and in the current competitive environment, an organization can only survive if it has the tools and capabilities needed to model and simulate its business processes to face these changes. The purpose of this paper is to present a hybrid agent-based and discrete-event simulation model for business process management.
Methods: Using the proposed model of this paper, the process of credit card was modeled as a case study in accordance with the concepts of business process management, and then, a discrete-event simulation is used at the operational level, and agent-based simulation at the micro level as well as for modeling agents and their behaviors. The research is carried out in one of the Iranian banks.
Results: The findings indicate that the current approach has the necessary adaptation to the actual situation. This means that it provides correct and reliable outputs. The research also shows how the combination of discrete-event and agent-based simulation methods can achieve a higher level of detail and complexity in managing business processes.
Conclusion: It has been revealed that the proposed hybrid model has a less average relative error compared to single simulation methods, which in fact represents the acceptable performance of the model. Therefore, it can be used to examine different scenarios by applying changes to the input parameters and observing the results.


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