Abstract for: Simulation WM model of workforce management for the service organization

This article presents research into the usability of the WM workforce simulation model in service organizations. Author asks three questions: Will all parts of the model be necessary to conduct basic simulations in the workforce management system? What modifications would the management of the company where the research is taking place want to make to the model? What functions will the model serve in a service organization? The study was conducted at the hospital in the Podkarpackie Voivodeship in Poland. The research focused on the demand for cleaners at various hospital departments. During in-depth interviews with workers, the necessary empirical data was collected, analyzed and used in the WM simulation model. The results showed that the WM workforce simulation model can be used by cleaning service companies. Because the original model assumed the selection of sales employees, the variable representing them was reset to zero in the current model. All parts of the model proved essential to depicting the full dynamics of behavior within the workforce system and to simulate and test various operational scenarios. Like any model, the WM model of workforce management has its limitations. One of them is the lack of quantification of the time cleaners spend with deceased patients. This time is highly individualized in each case, so it was intentionally omitted from the study.