Aplicação de um modelo de teoria das filas em um restaurante universitário: estudo do tempo de atendimento

Abstract

The management of a service system means making the process clearly capable of meeting the demand, with acceptable quality to the consumer and reasonable cost to the organization. A poorly execution of this task implicates the organizations’s commitment to success through rework and low quality to the consumer’s eyes. Thus, this work has the goal of modeling the service system from the University’s Restaurant of the Federal University of Grande Dourados (UFGD) using Queueing Theory to evaluate the system, given the increasing demand presented by the Institutional Development Plan (PDI). The research methodology chosen was a case study, visiting the restaurant and its operations, where the collected variables were customer contact time, time between customer arrival and the average daily rate of meals served at the restaurant. The system modeling continued with the development of two independent models. The calculations made concluded that the current service system is not prepared for the potential future demand presented on the University’s PDI and, therefore, optimizations on the system must be made. Finally, this study can be used as foundation for future research that, using other methods, can contribute even more for the University’s Restaurant capability management, besides providing information to assist in planning expansions and improvements on site.