This work discusses the simulation modeling process applied in two types of service operation systems: Services Shops and Mass Services. An issue considered in this study is related to the requirements simulation software tools should fulfill in order to be applicable in the process of building service system simulation models. To analyze the differences in modeling process depending on the type of service considered, two simulators were selected. This study brought to light that the computer technology and simulation software tools still need to go through further developments so that their application can be extended to the modeling and simulation of a broader range of features comprised by service systems in general, which distinguish them from manufacturing systems.
Service; Discrete event simulation; Modeling process
