Optimización del Sistema de Líneas de Espera de una Sucursal Bancaria en la Ciudad de Bucaramanga, a Través de la Teoría de Colas

Abstract

In this thesis, the main objective of the optimization of the waiting line system in a bank branch in the city of Bucaramanga was proposed, which could be carried out through field work that directly facilitated the collection of arrival time records. and service times for 200 clients of the bank. The time collection phase started from mainly identifying which days and on which day the bank branch was significantly attended by the users of the system. The registration format or form allowed the capture of information for the following attributes: customer number, time between arrival, arrival time, service time, departure time, service time, server number, and as an attached characterization the type of customer that for the purposes of the study were classified as type 1, type 2 and type 3. Once the necessary data had been obtained, they were subjected to a probability distribution adjustment in the Input Analyzer extension of the Arena Simulation software to determine what type of distribution according to its p-value the data was adjusted to. As products to respond to the objectives of the project, 2 models were developed: the first to configure the original state of the system where utilization rates of servers 1 and 2 were found to be oversaturated above 91%, and with an average attention time of 10.90 minutes, while with the proposed improvement model, the utilization rates of the servers were reduced by doubling the service capacity for each box, that is, by making k = 5 servers. The new performance measures of the system allowed to show as the most important data a saving for only 2 hours and 15 minutes of 37.51%.