Teoria das filas e simulação: contribuições estratégicas da aplicação em uma unidade bancária na Cidade de João Pessoa/PB

Abstract

The global market contingencies highlight the need to remain competitive in the face of the large existing competition, both in domestic and/or international level, and in various branches and sectors of operational production. Maintaining queues has become paramount in this regard due to its role in the perception of quality of service. With that in mind, this work proposes to demonstrate the contributions resulting from the application of the tools of the Queueing Theory and from simulations of the queue. In this sense, an applied research was carried out, where such tools were used in modeling the queue system of a bank unit in the city of João Pessoa / BR. First, data gathering was performed concerning the operation of the queue, which was implemented through two activities: (1) Detailed analysis of documents of various corporate reports and (2) monitoring and intensive observation of the banking unit labor dynamics during six months. Then the system was modelled, enabling the application of the tools. Finally, a proper sizing of the queue to the reality of the unit was obtained. Furthermore, It was also possible to assess a more complete set of results through simulations, which confirmed the following benefits for the bank. By choosing the optimal option, the unit reduces its costs immediately, the most significant benefit being the drop of average “idleness” from 49.1% to 22.6%. Hence, the possibility of cost savings was demonstrated, in addition to the increase in the department's efficiency and decrease of the average waiting time in the queue, resulting in benefits for both the bank and the community. Moreover, the institution gains through the public's perception about the quality of service, generating positive word-of-mouth marketing for the bank as a whole. It has also been found in light of numerous simulations that the banking unit already has a system that provides all the information necessary to perform this simulation model in all sectors of the bank. The entire bank queue system is computerized, having a manager and several reports subject to monitoring by the management team. It is suggested to implement this system in a simulation model that includes all sectors of the bank, using existing information; thus extending the gains evidenced in the simulation (load /capacity) to all sectors of the bank.