Development and Application of a Simulation Model for Analyzing and Optimizing Freight Forwarding Service Processes

The article is devoted to the development and application of a simulation model for the analysis and optimization of the processes of providing freight forwarding services by a company specializing in the organization of road freight transportation.

The purpose of the study is to determine the optimal organizational structure of the company to improve its work efficiency. The paper presents a formalized model of the company's key business processes. The model is implemented in the GPSS World simulation environment and is described as a queuing system. As a result of the simulation, quantitative estimates of key performance indicators were obtained, such as the average time to service an application, staff workload, queue length, and probability of failure. Based on the analysis of the results, "bottlenecks" were identified in the process of servicing applications for freight forwarding services.

Practical recommendations on restructuring processes and changing staffing levels are formulated, aimed at reducing order processing time, reducing the failure rate and increasing the overall throughput of the company.