Aplicação da teoria das filas e simulação pelo método de Monte Carlo à uma agência bancária

Abstract

The wait in a queue is a necessary evil in people's lives . It is a situation that leaves no one happy, on the contrary, the greater the delay , the more angry and therefore unhappy with the organization the customer is . And an industry where this is done is very common in the banking sector . The study shows al importance of studying the lines, as this sector is responsible for most of the complaints to consumer protection agencies and the Central Bank. The research was conducted in a bank agency of considerable size, in order to verify that the system is sufficient to meet demands within the limits stipulated in the bylaw on the service time . To reach the proposed analytical techniques were used in queuing theory and the conclusion was made using the Monte Carlo method analyzing different scenarios. The results showed that the agency meets the expected , however lives in eminence of waiting limits stipulated by the law, is necessary to adopt strategies for the times when the queue behaves aggressively to the system. Finally , the study provides the manager with knowledge of your drive system and also what are the variables that change the system , and enables further use in other units for dissemination of the concept in the company.