RT - Journal Article T1 - Determination of optimalcapacity of humanresource in repairshop taking intoaccount the reliability of the system JF - ieijqp YR - 2017 JO - ieijqp VO - 5 IS - 2 UR - http://ieijqp.ir/article-1-380-en.html SP - 118 EP - 130 K1 - Productivity K1 - Reliability K1 - Uncertainty K1 - ARENA software K1 - Goal programming K1 - Capacitation. AB - Human resource productivity is a key factor for managers within organizations; hence, productivity improvement in customer service systems is very important. Amongst the essential issues of vulnerable systems is to reach an appropriate level of reliability for both the system and customer satisfaction. Repair and maintenance systems are categorized as sensitive in which it is costly to increase reliability. These systems are always characterized as uncertain due to the random nature of failure occurrences. A simulation technique was used for the vehicle repair shop system in this study. The data was collected from Line 1 of Tehran’s Bus Rapid Transit (BRT) service for one year and the distributions of various types of failures were simulated using the ARENA software. A multilayer neural network was used to predict the number of failures. To conclude, the results of the latter stage were employed to determine a mathematical model for calculating the number of shop operators using the GAMS software. Thus, the optimum allocation of human resources leads to achieving the primary goal of the system which is the increased efficiency and satisfaction of system users. LA eng UL http://ieijqp.ir/article-1-380-en.html M3 ER -