Aplicação da teoria das filas para avaliação do desempenho e melhoramento do serviço de entrega em uma microempresa de distribuição de água e gás.

Abstract

With the constant change in the service sector when it comes to customer service, it is necessary to improve and invest more in the quality of service. In this scenario, the search for shorter time and more effective service has made entrepreneurs invest more in quality of service, making customers feel satisfied and not forced to seek improvements in competition. In this way it becomes essential to use tools that can help this process. The elaboration of this study consists in the use of the performance measures of the system from the Theory of Queues, to visualize the efficiency of the system as to the attendance at a Water and Gas distributor. In addition, the application of the Quality Management tools, such as, Pareto Chart, Ishikawa Diagram and 5W2H Action Plan. All these applications in order to analyze, measure and elaborate action plan for the failures resulting from the delivery service, which would be causing long service times and consequently customer dissatisfaction. The application of Performance Measures and Quality Tools presented efficiency, as it was possible to identify the problems in the delivery of deliveries, so it was plausible to draw up a plan of action, aiming at improvements for the entire process of service offered by the company.