The importance of queues’ management in the rendering services: a study at BU/UFSC: a study at BU/UFSC

Abstract

This paper presents the importance of efficient queue management by servicer’s managers because this influences the customer’s perception on the quality of services. For this, analyzes the queues’ formation process and describes some proceedings to reduce the feeling of time spending in the queue by the customer, this way, preventing and minimizing negative impacts. The paper demonstrates that through modeling systems managers can identify the factors responsible for the queues formation, leading them to seek solutions for the process optimization. Through Arena simulation software scenarios referring to queues formation are introduced using data collected in the University Library of the UFSC.