Queue Efficiency Analysis in a Snack Bar in the East Zone of the City of São Paulo
DOI:
https://doi.org/10.5281/zenodo.13333839Keywords:
Queue Efficiency, Customer Satisfaction, Arena Software, Resource ManagementAbstract
The challenge of providing fast and efficient customer service is a critical factor for quality and satisfaction in cafeterias. This case study focuses on the queue efficiency at a hospital cafeteria in the East Zone of São Paulo city, Brazil. While there are various studies on service efficiency, few explore the integration of mobile technologies for queue optimization. This work aims to understand queue efficiency and customer satisfaction in a specific hospital setting, using analysis conducted through Arena software. Data were collected through an interview with the cafeteria manager and local information. The results show remarkable efficiency in resource utilization and customer flow. Most queues have near-zero wait times, except in the preparation and retrieval of snacks. Although the grill chef's utilization is high, indicating a potential bottleneck, the system as a whole shows good efficiency indicators. It is concluded that the establishment has efficient queue operation and that there is a balance in resource utilization, with some points for specific improvement.
Downloads
References
AMIDANI, L. R. A teoria das filas aplicada aos serviços bancários. Revista de Administração de Empresas, São Paulo, v. 15, n. 5, p. 26-38, set. 1975. Disponível em: https://doi.org/10.1590/S0034-75901975000500003. Acesso em: 09 out. 2023.
BITNER, M. J.; BOOMS, B. H.; TETREAULT, M. S. The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, v. 54, n. 1, p. 71-84, 1990.
CHOPRA, S.; MEINDL, P. Supply Chain Management: Strategy, Planning, and Operation. Pearson, 2016.
DIAS, T. F. Avaliação de indicadores operacionais: estudo de caso de uma empresa do setor ferroviário. 2008. Monografia (Engenharia de Produção) - Universidade Federal de Juiz de Fora, Juiz de Fora, 2008.
ERLANG, A. K. The theory of probabilities and telephone conversations. Nyt Tidsskrift for Matematik B, v. 20, p. 33-39, 1909.
FERNANDES, T.; RAMOS, L. Indicadores de Desempenho em Serviços Hospitalares. Rio de Janeiro: Editora Beta, 2020.
CHAN, W.; JOHNSON, M.; SMITH, L. Resource Utilization and Operational Costs: A Comparative Study. Journal of Operations Management, v. 45, n. 2, p. 89-103, 2016.
GRAVES, S. C. Handbook of healthcare system scheduling. Springer Science & Business Media, 2008.
GÜRLER, Ü. Ü.; TURAN, N. F.; GÜLER, S. H. Design and implementation of a flexible mobile queuing system. Procedia-Social and Behavioral Sciences, v. 58, p. 652-660, 2012.
HAKIM, M.; IJAB, M.; OTHMAN, A. A real-time monitoring and analysis system for queue length determination. Journal of Computer Science, v. 6, n. 7, p. 797-803, 2010.
HAMMER, M.; CHAMPY, J. Reengineering the corporation: A manifesto for business revolution. HarperBusiness, 1993.
HOPP, W. J.; SPEARMAN, M. L. Factory Physics. McGraw-Hill Education, 2011.
JOHNSTON, R.; BOLES, K.; JOHNSTON, M. Salesperson customer orientation, self-confidence, and job involvement. Journal of Business Research, v. 57, n. 4, p. 396-403, 2004.
KELTON, W. D.; SADOWSKI, R. P.; SWETS, N. B. Simulation with Arena. McGraw-Hill Education, 2015.
KUMAR, S.; MAHTO, D. A importância da análise de filas em ambientes de serviço. Revista de Gestão em Saúde, v. 24, n. 3, p. 45-56, 2018.
LAW, A. M.; KELTON, W. D. Simulation modeling and analysis. McGraw-Hill Education, 2015.
LEE, J.; KIM, J.; KIM, S. Self-ordering kiosk service: Technology acceptance model and customer satisfaction. International Journal of Hospitality Management, v. 77, p. 29-41, 2019.
PATEL, S.; SMITH, D. Identifying Bottlenecks in Food Preparation: A Case Study. International Journal of Hospitality Management, v. 33, p. 197-206, 2017.
PIDD, M. Simulation in the Real World: A Deeper Understanding of How to Deal with Complexity in the Organization. John Wiley & Sons, 2015.
PINTO, Â. S. Aplicação da Teoria de Filas na Análise da Capacidade Operacional de um Sistema - Estudo Caso BCA Porto Novo. Mindelo: [s.n.], 2011.
ROSS, S. M. Introduction to Probability Models. Academic Press, 2013.
SHI, Z.; XIN, G.; CUI, L. Design and implementation of intelligent appointment system based on smartphone. In: International Conference on Consumer Electronics, Communications and Networks (CECNet), Vol. 3, pp. 364-367, 2011.
SOUSA, P.; ALVES, J. Eficiência em Serviços: Um Enfoque Prático. São Paulo: Editora Alfa, 2019.
WANG, X.; SUN, Y.; WU, J. A QoS guaranteed cloud service composition method based on virtual queue. In: IEEE 19th International Conference on Web Services, pp. 49-56, 2012.
PENNA, G. S. P.; SILVA, C. L.; LIMA, A. C. da S.; GUABIROBA, R. C. da S. Estudo de filas e análise qualitativa do desempenho de um restaurante universitário. Sistemas &Amp; Gestão, 13(2), 130–140. https://doi.org/10.20985/1980-5160.2018.v13n2.1154
ZHANG, Y.; LIU, B.; WANG, J. Customer Throughput and Satisfaction: Metrics and Models. Journal of Service Management, v. 29, n. 2, p. 245-269, 2018.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Josival Nascimento Conceição, Jorge Luiz de Souza, Roberto Ramos de Morais, Rafael Cavalcanti Bizerra
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Engetec em Revisa © 2024 by Fatec da Zona Leste is licensed under CC BY-NC-SA 4.0
Copyright Policy
By submitting a manuscript for publication in EnGeTec em Revista, the authors agree, in advance and unrestrictedly, to the following terms:
- The authors retain the copyright and grant EnGeTec em Revista the right of first publication of the manuscript, without any financial burden, and renounce any other remuneration for its publication in EnGeTec em Revista.
- When submitted to EnGeTec em Revista, the manuscript is automatically licensed under the Creative Commons Attribution License, which allows the sharing of the work with acknowledgment of authorship and initial publication in EnGeTec em Revista.
- Authors are authorized to enter into additional contracts separately, for non-exclusive distribution of the version of the work published in EnGeTec em Revista (publish in repositories or as a book chapter), with acknowledgment of the initial publication in EnGeTec em Revista, provided that such agreement does not imply an endorsement of the content of the manuscript or of the new vehicle by EnGeTec em Revista.
- Authors are allowed and encouraged to publish and distribute their work online, in institutional repositories, for example after the editorial process is completed.
- The authors warrant that they have obtained proper permission from their employers for the transfer of rights under this agreement, if those employers own any copyright in the manuscript. In addition, the authors assume any and all responsibility for possible infringements of the copyright of these employers, exempting EnGeTec em Revista from any and all liability in this regard.
- The authors assume all responsibility for the content of the work, including the due and necessary authorizations for data disclosure. collected and results obtained, exempting EnGeTec em Revista from any and all responsibility in this regard.
