ALVES, J. V. S.; ALVES, João Vitor da Silva.
Abstract:
Since the beginnings of commerce, effective queue management has been a constant concern for companies. Customers' prolonged waiting in queues not only generates dissatisfaction, but also causes significant costs for organizations and directly influences sales. Throughout history, several strategies have been employed to minimize this problem, but only with the advancement of technology and the development of more sophisticated analytical methods, such as queuing theory combined with computer simulation, did a more precise and efficient approach become possible. efficient in managing these systems. In this context, this study proposes to investigate and model the complex dynamics of service queues in a supermarket chain in Paraíba, taking into account not only the variable demand throughout the day and month, but also the different parameters that influence the customer waiting time and the efficiency of available resources. Through detailed analysis of this data, the aim is to identify the ideal number of cashiers, aiming to offer efficient management of waiting time and, consequently, improve the customer experience at the establishment. Furthermore, this study also aims to demonstrate the relevance of queue management in the commercial environment, highlighting the challenges faced by companies over time to reconcile operational efficiency with customer satisfaction. By better understanding the difficulties and technological advances that have shaped this area, we will be able to contextualize in a more comprehensive way the solutions proposed in this work, which encompasses variables such as resource utilization rate, customer waiting time and queue size, with the aim of identifying solutions that optimize the service process, contributing to more effective supermarket management.
