La teoría de colas aplicada al estudio de un sistema de pago ágil.

Abstract

In the places that we frequent, it is normal to find waiting lines or queues, whether in educational, financial or commercial institutions, this event occurs that causes some discomfort in users and this additionally takes a negative concept of the establishment. Among the factors for which this problem usually occurs, referring to our investigative work, I have determined that this may be due to the performance of the personnel who serve clients or due to the capacity that at a certain moment is not enough. It is important to recognize that having an excess of personnel is not convenient either since, even when the client feels satisfied, the business would experience an increase in operating costs, so that an analysis must be applied that shortens the waiting times of the customers, but without causing unnecessary expenses. This research work was carried out with the purpose of analyzing the influence of queuing theory in customer service to optimize the processes of an agile point. The type of research that was carried out descriptive, to base this work was supported by articles from indexed scientific journals, the method used is the analytical one that allows the researcher to know the main elements, in this case it would be the components of the model M/M/1 which was used to solve the proposed reagent. With the application of the single server and single queue pattern, it was possible to find where the downtime is in the operation.