Uso da teoria das filas para análise e dimensionamento do sistema de atendimento em uma casa lotérica no município de Marabá/PA

Abstract

It is almost inevitable that we find queues in customer service systems, and the Lottery Houses are a great example of this situation, since they offer several services with high demand. Given the current fierce competition in the economy and the growing need to win customers and keep them faithful, in this case study the queuing theory was applied to analyze the agglomeration in Lottery houses in order to verify the sizing and measures of the service system. For this purpose, data were collected such as λ (average arrival rate) and μ (average attendance rate) that later generated parameters in order to know the behavior of the queue and the attendance at the place. The results showed an adequate and stable service system in which the two boxes of the establishment are sufficient to meet the needs of its clients for the analyzed period. For future research it is recommended to apply the concepts of queue theory in other periods of operation of the organization so that the analyzes of the current system are closer to the real.