A Research on Simulation-based Personnel Planning and Organizational Restructure in Electricity Maintenance Unit at City of Isparta

In order to have minimum waiting times in repair and maintenance units process and staff planning requirement gets important. breakdown could cause system to be stopped in complex and connected systems. efficient use of resources is a requirement for minimum repair and maintenance times, minimum costs and quality and permanence of service. customer-oriented, direct interaction and right personnel planning, service delivery on time and service quality move customer satisfaction to high levels in service systems. longer waiting times that have negative effect on customer satisfaction lower quality of service make process improvement and organization planning mandatory. in this study, breakdown maintenance process of electricity maintenance unit of isparta has been modelled with simulation software arena 10.0. daily breakdowns by using phone calls are reported to the maintenance staff and repaired. breakdowns are classified and according to breakdown types maintenance times and reach times to breakdowns are calculated, then determined their statistical distribution. system has been simulated for a month with obtained real data. the aim of study is to minimize queue waiting times and maximize number of repaired breakdowns and staff utilization rate. alternative system scenarios have been developed for eliminating negative factors. performance of staff has been compared to simulation results.