APLICAÇÃO DE SIMULAÇÃO DISCRETA PARA A GESTÃO DE FILAS NO SETOR DE SERVIÇOS: ESTUDO DE UM RESTAURANTE SELF-SERVICE.

Abstract

This paper discusses the application of discrete simulation for the management of queues in the service sector. Some service providers do not correctly dimensioning its service capacity generating queues. The efficient management of queues assists managers in making decisions. The characteristics of services and their important activities are addressed, aiming to demonstrate the Computational Simulation utility to find a balance that satisfies the customer and is economically viable for the service manager. The study object is a self-service restaurant. Through the Software ARENA was developed a model of discrete type and stochastic to play everyday restaurant setting. It concludes that the discrete simulation software has modeling elements that meets the application requirements. The studied restaurant has different characteristics from traditional self-service with layout in series, and it was necessary to provide the model a route for the flow of customers. The study concluded that the queues occur in the mass preparation process, special meat preparation and boxes, with average waiting times of up to 5 minutes. In the other processes, which are trim service, salad - dessert, scale and location of a table - chair is available, the queues have a very agile flow. The operating model obtained allowed the evaluation of some scenarios aiming to reduce the queue time.