Estudo do sistema de filas em uma casa lotérica

Abstract

Day-by-day on several occasions, the existence of the lines in supermarkets, banks, customer service, among others is frequent. To the users of the service it is excellent that the attendance is done immediately, without having to wait in some kind of line. On the other hand, to the service provider no lines means that there is high number of staff that results in costs. In this context it was identified an opportunity for practical application of some of the concepts of probability and statistics to the study of how the queue system works. For the System Manager, if the operation of the service is faster and more efficient without increasing the number of staff, the service becomes more attractive to new customers, and automatically the profit increases. This work has as objective the study of a real case of queues in a (house lottery) Lottery retailer to verify the possibility of improving the system by checking various scenarios. The goal is to analyze the queue system model used by a Lottery retailer (house lottery) within the possibilities to improve the waiting time on lines, thus bringing benefits to users. In this work it is presented the chosen system of the queue in Lottery retailer (house), it was made an analysis of the operation, data collection, followed by a validation of the data collected. After validating this data it was carefully analyzed the system through queue theory concepts, in addition simulation of that model was done. This way it was possible to observe the impacts in the system that occurs in different methods of customer service.