Resumen en español

According to the survey of satisfaction made by the company in study in November of 2004, they were like two dissatisfaction factors: time spent in queue and attention in charge of the personnel. Time spent in queue was the worst qualified. The causes of the long waiting times and large queues that the users were experiencing were analyzed. It was verified that the amount of customers who arrived at the system did not have any pattern of demand that allowed forecasting periods of greater affluence. The system was analyzed as a model of multi-channel lines with a single phase, where the number of customers arriving in a period has a Poisson distribution, but the service times did not have the exponential behavior required to solve mathematically the problem. The system was simulated using probabilistic distributions for each server and specifying the different services the customers needed. It was obvious that the system lost capacity during lunch time, increasing the time spent in queue of the customers. Several solutions were evaluated to improve the capacity.