Queue Simulation
How Simulation Helps Reduce Waiting Time in Drugstore Queues
DOI:
https://doi.org/10.5281/zenodo.12788882Keywords:
Queue theory, Simulation, Customer service, Pharmaceutical logistics, OptimizationAbstract
Understanding that Pharmaceutical Logistics encompasses processes, implementation, planning, information control, distribution flow and management of operational processes, this article looks at an example of a drugstore in a shopping center, where there are operational bottlenecks, causing queues that affect the quality of customer service. Aiming to make improvements through performance indicators, queuing theory and simulation, with the aim of finding the optimum solution, we sought to update the flow of operations of the attendants in order to improve the customer experience, which resulted in a reduction in the time needed for service at the counter, agility with the store's technical support and fluidity throughout the shopping experience, thus increasing the level of customer satisfaction. The specific challenges faced by these establishments and the strategies for optimizing their operations to achieve operational excellence and quality and performance indicators are highlighted. To this end, Pharmaceutical Logistics is contextualized, providing an overview of the main panoramas of this concept.
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Copyright (c) 2024 Pedro Felipe Campos dos Santos , Rafael Laporta Teodoro , Júlio César Molon Bevilaqua , Roberto Ramos de Morais , Rafael Cavalcanti Bizerra
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