Application of System Dynamics in a Gasoline Service Station

Abstract

The objective was to build a graphical interface based on quantitative scenarios to track and show the performance of the main productivity indicators to support senior management decision-making. The problems detected within the organization was related to the number of productivity indicators that were independently analyzed without considering the causes and effects that indicators have over one another. The research was carried out by following the proposed system dynamics methodology. The proposal presented to senior management supports decision-making improving efficiency in three respects: 1) service times, 2) responsiveness, and 3) savings and income for the company. Competitiveness is measured in terms of the company's productivity and positioning when improving its operating efficiency. The contribution to the state of the art is the inclusion of an additional phase to the system dynamics methodology related to the development of the graphic user interface for decision-making.