APPLICATION OF QUEUEING THEORY IN A FAST FOOD COMPANY LOCATED IN BELÉM DO PARÁ

Abstract

Queues are very common and are part of people's daily lives. However, not all organizations are concerned about their generation in their systems. When they are not studied and planned, they become a major problem for companies, since they can be responsible for customer dissatisfaction and, consequently, generate losses. With that in mind, this article aims to describe, characterize and analyze the behavior of the queue system of a multinational company located in Belém - Pará, using concepts from Operational Research. To this end, the Queue Theory method was applied to evaluate the frequency of arrival, per minute, of people in a queue for two attendants, and the service time. After the study, it was noted that the queue was extremely congested with the number of attendants available at the time, with a high occupancy rate (94%) and generating queues with a relatively long waiting time. Subsequently, scenario simulations were carried out for better evaluation and decision-making. From this, it was inferred that it is necessary to increase the number of attendants in a unit so that waiting times decrease and the system operates more smoothly, so that the customer has a good experience and is satisfied with the service.