Queuing theory and optimization of customer service process

Abstract

Introduction. Queuing theory is a viable alternative to the crowding problem in customer service. Objective. To establish how queuing theory contributes to the optimization of the user service process, based on the exercise of a case associated with a store that sells school supplies and bazaar items in the city of Guayaquil. Methodology. Descriptive, quantitative, field, with the use of direct observation. Results. The findings obtained showed that it is possible to reduce the time that customers wait in the queue, by using queuing theory, in effect, the current time of 10.52 minutes served per customer, went to 2.56 minutes, that is, a reduction of 75% of the time, by increasing to 7 to 8 customer service windows, estimating that the expectation of a client is to be attended in less than 5 minutes. Conclusion. By applying the theory of queues in the establishment of sale of school supplies in question, it is possible to optimize the customer service process, reducing the waiting time in the queue and maximizing user satisfaction.