Exploring Process Improvement Opportunities: Business Process Modelling and Simulation of License Office Queuing System

Reema C, Ahmad N, Ahmed S and Husnain A

Published on: 2023-06-24


The objective of this research paper is to analyse and evaluate the effectiveness of business process modelling and simulation approach to design and optimize a license office queuing system in Gujrat license office. The study uses a combination of qualitative and quantitative methods to investigate the current state of the license office, identify bottlenecks and inefficiencies and propose solutions for the improvements. Business process modelling is the technique used to analyse, design, and optimize the business process. It is helpful to determine the inefficiencies of system. Whereas simulation is used to determine the performance of system by making simulation model of license office queuing system. The simulation model is used to elevate the purposed solution for improvement in current design of the system. The main issues identified were long wait times, underutilized staff, and a lack of customer service which leads to frustrated customers. The suitable solution for this kind of problem is to make the certain processes automatic and implementing online registration system. This may reduce wait time and increase number of registrations by improving customer service.