Application of queuing theory to a financial institution in the public service sector in the city of Manaus
DOI:
https://doi.org/10.31686/ijier.vol7.iss11.1886Keywords:
Service, Queue Theory, Decision making, BankingAbstract
This paper aims to apply queuing theory to a banking service system. Financial institutions are known to attract large audiences on a daily basis, generating long and lengthy queues. Based on empirical knowledge, it is common to use seasonality to explain the increase and decrease in the flow of people in the agencies, either because it is the payment week of a wallet, the workers' lunchtime. This paper aims to apply the theory in a system, with the objective of increasing the company's competitiveness, so that it is remembered as the customer's first choice.
References
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[2] HOLLY, Claudia. Bancos abrem 1,6 milhão de contas pelo celular em 2017. Disponível em:<https://noomis.febraban.org.br/temas/banco-digital/bancos-abrem-1-6-milhao-de-contas-pelo-celular-em-017%3Fsource%3Dinterest_theme> Acesso em: out.2019.
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[4] TORRES, Oswaldo Fadigas. Elementos da teoria das filas. Revista de Administração de Empresas, São Paulo, v. 6, n. 20, p. 111-127, 1966.
[5] HILLIER, Frederick S.; LIEBERMAN, Gerald J. Introdução à pesquisa operacional. McGraw Hill, 2010.
[6] CHASE, Richard B.; JACOBS, F. Robert; AQUILANO, Nicholas J. Administração da Produção para a Vantagem Competitiva. 10. ed. Porto Alegre: Bookman, 2006.
[7] SILVA, Jordilainy Queiroz Brasilino da. Aplicação da teoria das filas no sistema de atendimento de um restaurante universitário. 2018.
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[9] KATZ. D. & KAHN, R. The social psychology of organizations. 2. ed., New York, John Wilev. 1978. p. 487.
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[11] Lei promulgada nº 167, DE 13/09/2005. - (D.O.M. 15.09.2005 - Nº 1322, ANO VI).Disponível em <https://leismunicipais.com.br/a/am/m/manaus/lei-promulgada/2015/16/167/lei-promulgada-n-167-2005-dispoe-a-obrigatoriedade-de-concessionarias-de-servicos-publicos-de-agua-luz-e-telefone-agencias-bancarias-e-demais-estabelecimentos-de-credito-colocarem-a-disposicao-dos-usuarios-pessoal-suficiente-no-tratamento-digno-e-profissional-a-seus-clientes>Acesso em: out.2019.
[12] SHAMBLIN, James E. STEVENS JR., GT. Pesquisa Operacional: uma abordagem básica (trad. Carlos Roberto Vieira de Araújo). São Paulo: Atlas, 1979.
[13] RITZMAN, Larry P.; KRAJEWSKI, Lee J.; KLASSEN, Robert D. Foundations of operations management. Toronto.: Pearson Prentice Hall, 2004.
[2] HOLLY, Claudia. Bancos abrem 1,6 milhão de contas pelo celular em 2017. Disponível em:<https://noomis.febraban.org.br/temas/banco-digital/bancos-abrem-1-6-milhao-de-contas-pelo-celular-em-017%3Fsource%3Dinterest_theme> Acesso em: out.2019.
[3] CORRÊA, H. L.; CAON, M. Gestão de serviços: lucratividade por meio de operações e de satisfação dos clientes. São Paulo: Atlas, 2002.
[4] TORRES, Oswaldo Fadigas. Elementos da teoria das filas. Revista de Administração de Empresas, São Paulo, v. 6, n. 20, p. 111-127, 1966.
[5] HILLIER, Frederick S.; LIEBERMAN, Gerald J. Introdução à pesquisa operacional. McGraw Hill, 2010.
[6] CHASE, Richard B.; JACOBS, F. Robert; AQUILANO, Nicholas J. Administração da Produção para a Vantagem Competitiva. 10. ed. Porto Alegre: Bookman, 2006.
[7] SILVA, Jordilainy Queiroz Brasilino da. Aplicação da teoria das filas no sistema de atendimento de um restaurante universitário. 2018.
[8] MINTZBERG, H. The structuring of organizations: a synthesis of the research. Englewood Cliffs, New Tersey, Prentice-Hal\, 1979. p. 58-64.
[9] KATZ. D. & KAHN, R. The social psychology of organizations. 2. ed., New York, John Wilev. 1978. p. 487.
[10] PADILHA, Thais Cássia Cabral; MARINS, Fernando Augusto Silva. Sistemas ERP: características, custos e tendências. Production, v. 15, n. 1, p. 102-11 3, 2005.
[11] Lei promulgada nº 167, DE 13/09/2005. - (D.O.M. 15.09.2005 - Nº 1322, ANO VI).Disponível em <https://leismunicipais.com.br/a/am/m/manaus/lei-promulgada/2015/16/167/lei-promulgada-n-167-2005-dispoe-a-obrigatoriedade-de-concessionarias-de-servicos-publicos-de-agua-luz-e-telefone-agencias-bancarias-e-demais-estabelecimentos-de-credito-colocarem-a-disposicao-dos-usuarios-pessoal-suficiente-no-tratamento-digno-e-profissional-a-seus-clientes>Acesso em: out.2019.
[12] SHAMBLIN, James E. STEVENS JR., GT. Pesquisa Operacional: uma abordagem básica (trad. Carlos Roberto Vieira de Araújo). São Paulo: Atlas, 1979.
[13] RITZMAN, Larry P.; KRAJEWSKI, Lee J.; KLASSEN, Robert D. Foundations of operations management. Toronto.: Pearson Prentice Hall, 2004.
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Copyright (c) 2019 Alyne Carvalho Farias, David Barbosa de Alencar, Alexandra Priscilla Tregue Costa, Antônio Estanislau Sanches
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How to Cite
Carvalho Farias, A., Barbosa de Alencar, D., Tregue Costa, A. P., & Estanislau Sanches, A. (2019). Application of queuing theory to a financial institution in the public service sector in the city of Manaus. International Journal for Innovation Education and Research, 7(11), 323-330. https://doi.org/10.31686/ijier.vol7.iss11.1886
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