Aplicação da teoria das filas no sistema de atendimento de um restaurante universitário

Abstract

When offering a service it is important that its service capacity is equivalent or superior to its demand, because the quality in the service reflects directly in the total quality of the service provided. Mismanagement of the system's capacity compromises the company's success in the view of its users. In this context, the purpose of this paper is to analyze the waiting time at the queue in the service system at the University Restaurant of the Federal University of Paraíba, through the application of an model from Queuing Theory, in order to evaluate queuing dynamics and system capacity, in view of the growing demand. The technical procedure used was a case study, where the number of clients arriving in the queue per minute, the time of attendance of the service and the waiting time in the queue were collected, through observations and timekeeping, the data were recorded and stored in electronic tables. From the results obtained with the application of the model, it was possible to diagnose that the system is saturated, being necessary the expansion of its service channels. Lastly, in face of the whole study carried out, it was possible to create two scenarios capable of solving the service system and consequently reduce the waiting time in the queues.