Análise da capacidade de atendimento de caixas de um supermercado da região de Piracicaba por meio de Modelagem e Simulação

Abstract

This research sought to identify improvements for the customer service sector of a supermarket through modeling and simulation. The process involved initial data collection regarding the establishment's queuing system, to support the modeling of the real system. In addition, data was collected regarding the time between customer arrivals and the service time at the cash register. The real system model was developed to verify its validity, which, once completed, provided analysis of the main performance indicators. This analysis served as the basis for proposing alternative scenarios, where milestones such as shorter queues, shorter waiting times, maximizing the use of attendants and increasing the system's service capacity were achieved and finally the best scenario was chosen based on these earnings, such as the increase of 18 customers served in the same period due to the reduction in waiting time.