Currently, in Lima, there are different queue management supermarkets for all socio economic classes such as Metro, Wong, Totals, Plaza Sea, Miranda, among others, which have a common problem that are the long queues that are formed when making the payment of goods acquired which causes the customer to leave the supermarket unsatisfied, especially on weekends, fortnight and end of the month when there is more people attending these establishments. This thesis seeks to solve this problem by using an application that is based on mathematical models that decrease the duration of queues within the customer service process, for which an algorithm will be applied to measure the time of the process of attention to the client. This process is composed of time of arrival formation of queue in the box, service registration and billing and arrival is the time interval between the arrival of the client. The thesis project is composed of five chapters. In the first, the theoretical framework is presented.
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In the second chapter, the Methodology online queue management system and resources that will be used will be analyzed. The third, the project on the algorithm, physical models, prototypes and budgets will be developed. The fourth chapter, the tests and results are recorded. The last one, the discussion and applications, where the results obtained from the project are analyzed comparing them with the theoretical results. As background of the problem, the author Margarita, Arias and Fernandez concluded that Supporting the simulation with the theoretical models, since it is an excellent way to validate the representation of the simulated model with respect to the real model.
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With this you can make changes and online queue management system adjustments to the model that will be consistent with reality. Carbon, Gonzalez, Rivera and Romero recommended making simulation processes to observe the difference in the probability distribution. In addition, Mir and Nepali found that queuing theory is a useful tool for analyzing the problem of administrative congestion in the judicial field and that it requires the optimization of measurement procedures and the application of computer simulation techniques. Also, Gavin found that the results obtained must always be verified, even if they are exploratory work in agreement or adjusted to reality. The general problem is that there is no adequate organization in the queues during the process of customer service in supermarkets, which leads to a very long time for the see here process and the customer being dissatisfied.
It is worth mentioning that the process customer queue management system of customer service in supermarkets starts from the moment queues are formed to cancel the acquired goods and ends when they cancel them. As a general objective, it is proposed to develop an application that allows us to decrease the duration of queues in the customer service process based on mathematical models M/ M/ S models of several servers and simulation models. Software will be applied that will reduce the time this process lasts, thus causing supermarkets to have a better organization and distribution of queues that are formed in the customer service process. It will also allow us to make comparisons with mathematical models in real time and know the probability of customer waiting time in supermarkets. According to the survey conducted in a supermarket belonging to a well known supermarket chain revealed that more than of people take between and minutes in the queues of the customer service process and takes more than minutes, also revealed customer queue management system that of the customers leave with a degree of dissatisfaction of the supermarket for the time of delay in the queues during the process and of them would like a better distribution of the same.
