Discrete event simulation applied to single queue management: a case study at a bank agency
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Independent Journal of Management & Production |
Texto Completo: | http://www.ijmp.jor.br/index.php/ijmp/article/view/1632 |
Resumo: | Capacity and queue management are currently used in financial institutions. With decreasing bank units due to internet services, research in this field has focused on improving to utilize their employees efficiently and achieve service excellence. In developing countries like Brazil, the customer has become more bank-accounted due to government and labor requirements, such as the wage credit became mandatory in the wage account. The paper's aim is motivated by a real-life case study to simulate discrete events to improve queue management at a Brazilian bank branch with the Arena software simulation environment. The simulation model was designed, tested, and applied considering the Discrete Event Simulation (DES) replication for queuing strategies on a real-world banking scenario. The arrival and service times were collected from 115 customers in Ferraz de Vasconcelos/SP city. It was performed in version 15.10 (2018) of the Arena software, with processor Intel core i3 CPU dual-core 3.07 GHz and 8GB of RAM. The results indicate that the bank agency should consider providing 9 to 11 operators to attend customers considering the arrival and service rate. |
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Independent Journal of Management & Production |
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Discrete event simulation applied to single queue management: a case study at a bank agencySimulationArena SoftwareQueuesBanking ManagementCapacity and queue management are currently used in financial institutions. With decreasing bank units due to internet services, research in this field has focused on improving to utilize their employees efficiently and achieve service excellence. In developing countries like Brazil, the customer has become more bank-accounted due to government and labor requirements, such as the wage credit became mandatory in the wage account. The paper's aim is motivated by a real-life case study to simulate discrete events to improve queue management at a Brazilian bank branch with the Arena software simulation environment. The simulation model was designed, tested, and applied considering the Discrete Event Simulation (DES) replication for queuing strategies on a real-world banking scenario. The arrival and service times were collected from 115 customers in Ferraz de Vasconcelos/SP city. It was performed in version 15.10 (2018) of the Arena software, with processor Intel core i3 CPU dual-core 3.07 GHz and 8GB of RAM. The results indicate that the bank agency should consider providing 9 to 11 operators to attend customers considering the arrival and service rate.Independent2021-12-21info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlhttp://www.ijmp.jor.br/index.php/ijmp/article/view/163210.14807/ijmp.v12i9.1632Independent Journal of Management & Production; Vol. 12 No. 9 (2021): Independent Journal of Management & Production (Special Edition IFLOG); s831-s8422236-269X2236-269Xreponame:Independent Journal of Management & Productioninstname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)instacron:IJM&Penghttp://www.ijmp.jor.br/index.php/ijmp/article/view/1632/2058http://www.ijmp.jor.br/index.php/ijmp/article/view/1632/2059Copyright (c) 2021 Marcos Aurélio da Rocha Nascimento, Lilian Mendes dos Santos, Adriano Maniçoba da Silva, Regis Cortez Bueno, Sivanilza Teixeira Machado, Wilson Yoshio Tanakahttp://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessNascimento, Marcos Aurélio da RochaSantos, Lilian Mendes dos Silva, Adriano Maniçoba daBueno, Regis CortezMachado, Sivanilza TeixeiraTanaka, Wilson Yoshio2021-12-21T11:59:38Zoai:www.ijmp.jor.br:article/1632Revistahttp://www.ijmp.jor.br/PUBhttp://www.ijmp.jor.br/index.php/ijmp/oaiijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br||2236-269X2236-269Xopendoar:2021-12-21T11:59:38Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)false |
dc.title.none.fl_str_mv |
Discrete event simulation applied to single queue management: a case study at a bank agency |
title |
Discrete event simulation applied to single queue management: a case study at a bank agency |
spellingShingle |
Discrete event simulation applied to single queue management: a case study at a bank agency Nascimento, Marcos Aurélio da Rocha Simulation Arena Software Queues Banking Management |
title_short |
Discrete event simulation applied to single queue management: a case study at a bank agency |
title_full |
Discrete event simulation applied to single queue management: a case study at a bank agency |
title_fullStr |
Discrete event simulation applied to single queue management: a case study at a bank agency |
title_full_unstemmed |
Discrete event simulation applied to single queue management: a case study at a bank agency |
title_sort |
Discrete event simulation applied to single queue management: a case study at a bank agency |
author |
Nascimento, Marcos Aurélio da Rocha |
author_facet |
Nascimento, Marcos Aurélio da Rocha Santos, Lilian Mendes dos Silva, Adriano Maniçoba da Bueno, Regis Cortez Machado, Sivanilza Teixeira Tanaka, Wilson Yoshio |
author_role |
author |
author2 |
Santos, Lilian Mendes dos Silva, Adriano Maniçoba da Bueno, Regis Cortez Machado, Sivanilza Teixeira Tanaka, Wilson Yoshio |
author2_role |
author author author author author |
dc.contributor.author.fl_str_mv |
Nascimento, Marcos Aurélio da Rocha Santos, Lilian Mendes dos Silva, Adriano Maniçoba da Bueno, Regis Cortez Machado, Sivanilza Teixeira Tanaka, Wilson Yoshio |
dc.subject.por.fl_str_mv |
Simulation Arena Software Queues Banking Management |
topic |
Simulation Arena Software Queues Banking Management |
description |
Capacity and queue management are currently used in financial institutions. With decreasing bank units due to internet services, research in this field has focused on improving to utilize their employees efficiently and achieve service excellence. In developing countries like Brazil, the customer has become more bank-accounted due to government and labor requirements, such as the wage credit became mandatory in the wage account. The paper's aim is motivated by a real-life case study to simulate discrete events to improve queue management at a Brazilian bank branch with the Arena software simulation environment. The simulation model was designed, tested, and applied considering the Discrete Event Simulation (DES) replication for queuing strategies on a real-world banking scenario. The arrival and service times were collected from 115 customers in Ferraz de Vasconcelos/SP city. It was performed in version 15.10 (2018) of the Arena software, with processor Intel core i3 CPU dual-core 3.07 GHz and 8GB of RAM. The results indicate that the bank agency should consider providing 9 to 11 operators to attend customers considering the arrival and service rate. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-12-21 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/1632 10.14807/ijmp.v12i9.1632 |
url |
http://www.ijmp.jor.br/index.php/ijmp/article/view/1632 |
identifier_str_mv |
10.14807/ijmp.v12i9.1632 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/1632/2058 http://www.ijmp.jor.br/index.php/ijmp/article/view/1632/2059 |
dc.rights.driver.fl_str_mv |
http://creativecommons.org/licenses/by-nc-sa/4.0 info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
http://creativecommons.org/licenses/by-nc-sa/4.0 |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf text/html |
dc.publisher.none.fl_str_mv |
Independent |
publisher.none.fl_str_mv |
Independent |
dc.source.none.fl_str_mv |
Independent Journal of Management & Production; Vol. 12 No. 9 (2021): Independent Journal of Management & Production (Special Edition IFLOG); s831-s842 2236-269X 2236-269X reponame:Independent Journal of Management & Production instname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) instacron:IJM&P |
instname_str |
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
instacron_str |
IJM&P |
institution |
IJM&P |
reponame_str |
Independent Journal of Management & Production |
collection |
Independent Journal of Management & Production |
repository.name.fl_str_mv |
Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
repository.mail.fl_str_mv |
ijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br|| |
_version_ |
1797220494058979328 |