Teoria das filas: análise do serviço em uma pizzaria.

Abstract

Providing a quality service in the right time it has become a necessity for the companies to stay in the market which is increasingly more competitive and with more demanding costumers. In this context, Queuing Theory is inserted as a decision making helping tool, through the analysis of the developing of a system under study. Thus, the present work aimed to apply the queuing theory in the delivery service of a pizzeria, located in the city of Sumé, Paraíba. For this, it was collected the times between the incoming of the orders at the system and the time of service, determined the probability distributions and calculated the performance measures of the system. Then, three scenarios were analyzed: the first one related to the current situation, the second one proposed to hire a deliveryman, and the third considered the minimization of mistakes in the process. After the analysis, it was observed that the third scenario is the most suitable for organization, providing an improvement of the delivering process. To achieve this last scenario, quality tools were used to determine the causes, prioritize the problems and determine the action plan.