System Utilization in Service Management
Operations Management Exercise
Operations Management Exercise
Learners manage a service operation that processes insurance policies, balancing flow, capacity, and demand variability across multiple workstations. Through four configurable scenarios, they explore how process design and utilization affect turnaround time, work-in-process, and overall system performance. The simulation brings foundational operations principles—such as Little’s Law and bottleneck analysis—to life through hands-on experimentation and data-driven decision-making. An integrated assessment reinforces key concepts and supports debrief discussion.
Players
Single Player
Languages
English
Simulation Time
Total Time: 40-60 minutes
Intro 5-10 minutes, Gameplay 15-20 minutes, Debrief 20-30 minutes
Accessibility
No Accessibility Compliance
Price
$165 per person
Simulation Categories
The Story
Learners step into the role of a service operations manager at an insurance firm facing delays and customer complaints. Their task is to diagnose the process—tracking policies as they move through multiple workstations—and test changes to improve turnaround time and output. As the scenarios progress, they experiment with staffing, capacity balancing, and product mix decisions to stabilize performance and prevent the system from collapsing under excess demand. Each decision reveals the tension between efficiency, variability, and responsiveness in real-world operations
Core Competencies
Operational Efficiency
Critical Thinking and Problem Solving
Decision Making Under Pressure
Systems Thinking
Measurement and Analysis
Learning Objectives
Resources to Power Your Simulation
This simulation comes with a Facilitation Guide along with 1:1 facilitator training and free trials.
Available with this simulation
Facilitation Guide
Free Trial & Demo
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