Soft with a hard centre: discrete-event simulation in facilitation

Discrete event simulation is normally described as a ‘hard’ OR technique. This may not, however, always be the case. An example of a simulation of a user support helpline is described which, it is argued, has many of the traits of a ‘soft’ OR intervention. In particular, the study involved a facilitated discussion around a simulation model about possible improvements to a problem situation. The nature of the intervention is considered from both a methodological and paradigmatic perspective, and conclusions are drawn about where the intervention lies on a ‘hard’ to ‘soft’ continuum. It is argued that ‘soft’ issues need to be subsumed into the prescribed methodology for discrete-event simulation.