Teoria das filas e simulação aplicados a um restaurante universitário

Abstract

The processes of service must meet the needs of the clients, since their satisfaction is the main factor sought by the companies. However, an event that is present in many types of processes is the formation of queues, bringing the customer to the waiting for service, becau se the processes are not adequate to supply the demand, generating queues and resulting in wastage of time, which is undesirable to the consumer. This study was based on the observation of the process of attending a University Restaurant, with the purpose of analyzing the system of existing queues and their needs. For this, the data were collected regarding the processes performed by the clients, and later a virtual model was assembled through the Arena software, making it possible to identify the needs and suitability of the system. A proposed model was generated, with changes that seek to bring possible improvements. Featuring a reduction of more than 3 minutes and 20 seconds in the process of picking up plates and cutlery and eliminating queues for this process, there was also a reduction of 2 minutes and 45 seconds in the average customer time in the system.