Queuing theory to minimize wait times in a financial company

Abstract

The present research looks for to study the different models of queues that are generated in a banking entity, will be applied looking for to reduce the waiting times in the area of boxes thus to improve the service of the bank. The study was performed with the collection tool, which was taken to the clients that arrive daily to the box area, data were taken during 5 weeks from 9 a.m. to 6 p.m. which were on intercalary days to find the time between arrivals And customer service time, in addition to how many clients were served perhour, so that the data needed to determine the queuing model was obtained, which are from 9 am to 2 pm the M / M / 1 model and 3 pm to 6 pm model M / M / 2. The Diagnostics determines that the performance of the queues is stable from 9 am to 2 pm because it does not exceed its capacity, but from 3 pm until 6 pm the performance of the queue system was not stable because the saturation level exceeds 170% of its service capacity and the customer's waiting time is 8.37 minutes, which is why it was necessary toincrease the customer service rate. Then with the help of queuing theory and the WINQSV computational tool, a balance between service and cost could be realized. It is determined the use of 2 more servers; To obtain a waiting time of 1'40'' eliminating 6 times of waiting time with a speed of 15 clients per hour. With the values obtained it can be shown that the application of theoretical queues can reduce the waiting times of customers who arrive at the carton area of Mibanco.