Simulation of business processes of service support of acquiring products in the AnyLogic software environment

Simulation modeling is one of the most popular and rapidly developing areas of creating models of socio-economic systems. In recent years, simulation has received a “second wind” with the emergence of new software products that have a number of new advantages, such as user-friendly interface, animation, interactive mode, the use of several different approaches to simulation within one model. The purpose of the study was to test the possibility and feasibility of using the AnyLogic software product to simulate business processes of a banking institution. The study used simulation methods based on the principles of system dynamics, discrete-event and agent-based approaches. Two models were developed in the AnyLogic software environment. The first model of the activity of the department for service support of acquiring products of a bank branch was developed on the basis of the complex use of methods of discrete-event and agent-based approaches. The second model of business processes for managing the merchant acquiring of a banking institution is based on the methods of system dynamics. Both models were tested on the materials of the activities of Sberbank’s divisions. The developed models are universal and can be adapted for analyzing business processes in any banking institution. The study showed the possibilities and advantages of using simulation modeling to analyze and improve business processes in a banking institution. An additional positive effect in the course of simulation was obtained as a result of using the unique capabilities of the AnyLogic software environment, which makes it possible to use methods based on system dynamics, discrete-event and agent-based approaches in different combinations within one model. Areas of further research: creation of complex simulation models for the higher, middle and lower levels of management of a banking institution; expanding and deepening the structure of the developed models with the addition of new types of transactions, for example, currency transactions, opening a deposit, money transfers, etc.; improving the model interface and adding new data visualization tools.