Developing a Formal Framework for Simulation Games: Application at ING to decrease the throughput and pick up time of handling complaints

Developing a Formal Framework for Simulation Games: Application at ING to decrease the throughput and pick up time of handling complaints

Crobach, C.H.F.M.

Verbraeck, A. (mentor)
Kortmann, L.J. (mentor)
Van der Van der Voort, H.G. (mentor)
Schreurs, R. (mentor)
Kuling, W. (mentor)

Technology, Policy and Management

Systems Engineering

SEPAM: Modeling, Simulation, and Gaming

2012-11-09

Simulation gaming (SG) is a method that is increasingly used to improve business processes in various organizations. Currently no formal framework for SG exists, though having such a framework can have a lot of advantages. This thesis describes the development of a formal framework for rigid-rule SG, which is done in a deductive and inductive way; it is based on theory and on knowledge gained during a case study that was executed at a ING. The result is a framework consisting of three main components; a generator, a transducer, and an acceptor, each with a list of property requirements that they should meet. By use of expert evaluations, several advantages and applications of the framework have been identified. The framework should be put to practice in order to be further developed and to find out whether statements made about its advantages and applicability are true.

Simulation Gaming
Rigid-rule games
Formal Framework

http://resolver.tudelft.nl/uuid:a62bcdb2-5115-433a-8bbd-1b6c32903b4b

Student theses

master thesis

(c) 2012 Crobach, C.H.F.M.