ABSTRACT

Customer service is the most important aspect of every business that builds its processes on the basis of customers going through the queue before receiving any service from the organization. These businesses become ineffective and inefficient if the queues are not moving well or the queues are not fluid. This research was inspired by the customer service of MTN Sokoto branch. System Dynamics was used in order to solve the overcrowd problem of the organization. System Dynamics is a methodology used for studying, understanding and managing dynamic models of different kinds of businesses. In short, System Dynamics could be used as an approach where models are created and used in order to simplify reality. The problem MTN customer service is facing with its queuing system is one of those realities System Dynamics can help understand. The System Dynamics model that has been produced from this research can be used in order to understand how queuing systems work. The model could be used to solve a number of problems MTN Sokoto branch can encounter and then policies would be developed in order to have a better Customer Service. There are a number of variables that have been generated in other to understand the causality and feedback of the system.