Melhoria do nível de serviço no atendimento de um supermercado usando teoria das filas e simulação

Abstract

The level of service in customer service plays a central role in the operations and structure of a company and, therefore, cannot be forgotten. However, it is not easy for companies to satisfy their customers, especially as customers are more demanding and selective, and customer service experiences are becoming more sophisticated. The objective of this study is to demonstrate how the level of service in supermarket service can be improved through the application of queuing theory and simulation. To this end, on-site visits were carried out to understand the process flow and carry out data collection, following which a conceptual model was built mapping the entire system flow, and subsequently, the Anylogic software was used for modeling and simulation. of the system and tests with the proposed scenarios. In scenario 1, it was observed that the average number of customers in the queue of 4.11 was low compared to scenario 2, which was 9.28 customers (more than double), revealing that the increase in demand for 50% impacted the increase in the queue. The research demonstrates how important the use of these tools is to help supermarkets optimize their processes, increase efficiency and make more assertive decisions.