A Simulation Model to Improve Customer Service in an Information Security Company

  • Germán Andrés Méndez-Giraldo
  • Néstor David Rodriguez-GarzónEmail author
  • Pablo Cesar Aranda-Rivera
Conference paper
Part of the Communications in Computer and Information Science book series (CCIS, volume 657)


Given the current nature of electronic fraud prevention, there is a demand for high-quality and prompt customer service. These organizations must design well thought out strategies for improving customer service, especially with regard to reducing attention times, as any delays can lead to a higher level of fraud losses. With this in mind, organizations must develop a Shift- allocation proposal based on multiple criteria. The criteria must be validated through simulation techniques that permit optimizing two performance metrics: waiting times and costs.


Shift allocation Discrete-event simulation Information security services 



We would like to thank SOC Director Fernando Cuervo and Vice President of Operations Julian Arguelles for their help with sharing their information management processes at Easy Solutions, without which this project would not have been possible.


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Copyright information

© Springer International Publishing AG 2016

Authors and Affiliations

  • Germán Andrés Méndez-Giraldo
    • 1
  • Néstor David Rodriguez-Garzón
    • 1
    Email author
  • Pablo Cesar Aranda-Rivera
    • 1
  1. 1.Universidad Distrital Francisco José de CaldasBogotá, D.C.Colombia

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