The queuing theory applied to a Commercial Telecommunications Office

Abstract

THE EVALUATION OF SERVICES IS A STRATEGY OF CONTINUOUS IMPROVEMENT BASED ON THE KNOWLEDGE OF CUSTOMER SATISFACTION. IN THIS SENSE, THIS WORK HAS AS OBJECTIVE TO ESTABLISH THE SERVICE GOALS OF THE COMMERCIAL OFFICE 1, BASED ON A QUEUE MODEL, CONTEMPLATING THE QUANTITATIVE QUALITY CHARACTERISTICS RELATED TO THE QUALITY OF THE SERVICE. THE TECHNIQUES USED FOR THE DEVELOPMENT OF THE RESEARCH WERE OBSERVATION, INTERVIEW AND SURVEY, AS WELL AS STATISTICAL AND EXPERIMENTAL METHODS. THE MAIN RESULTS OBTAINED WERE RELATED TO THE IMPACT ON THE QUALITY OF THE SERVICE GENERATED BY ITS AVAILABILITY AND THE WORK SHIFT, CONSIDERING THE TIME OF SERVICE AS A VARIABLE OF GREATER CORRELATION WITH THE AVERAGE TIME A OF STAY OF THE CLIENTS IN THE SYSTEM, EXPRESSED IN THE 80 % OF THE OCCASIONS. APPLYING SIMULATION, AN ESTIMATED REDUCTION OF THE TOTAL COST OF THE SERVICE WAS OBTAINED, THIS BEING $ 96006.