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DISCRETE EVENT SIMULATION OF APPOINTMENTS HANDLING AT A CHILDREN’S HOSPITAL CALL CENTER: LESSONS LEARNED FROM V&V PROCESS

Validation and Verification (V&V) is one of the most important aspects of the simulation modeling process. During the three stages of V&V (conceptual validation, verification, and operational validation), it is possible to identify inconsistencies in the model’s development and, therefore, increase the trust that the model is an adequate representation of reality. The aim of this paper is to demonstrate practical problems and benefits while applying V&V techniques, even if takes a lot of project time, as an indispensable step in guiding the modeler to solving any missed issue. Shortcomings and benefits of V&V techniques application were demonstrated through a case study at a Children’s hospital Call Center.