Study of queues and qualitative analysis of the performance of a university restaurant

• Autor(a) principal: da Silva Guabiroba, Ricardo César
• Data de Publicação: 2018
• Outros Autores: Soares Paggioro Penna, Guilherme, Lima Silva, Caroline, da Silva Lima, Amanda Cristina
• Tipo de documento: Artigo
• Idioma: por; eng
• Título da fonte: Sistemas & Gestão
• Texto Completo: https://www.revistasg.uff.br/sg/article/view/1154
• topic: Operations; Queue theory; Service level; Performance level; Operações; Teoria das filas; Nível de serviço; Nível de desempenho

The verification of the performance of in-service operations may assist in indicating opportunities for improvement of these operations. In this context, the objective of this article is to verify the level of service of a production operation (university restaurant) on a scale of 0% to 100% according to five performance objectives: service quality, product quality, product flexibility, product cost, and queue system performance. In order to achieve the proposed goal, a four-stage procedure was structured. These steps involve (1) the definition of the application site and its characteristics, (2) the collection of quantitative data in the field and definition of the operational characteristics of the queue, (3) definition and collection of qualitative field data and tabulation of those data, besides (4) analysis of the qualitative data and operational characteristics of the queue. In general, the quality of service, the quality of the product and the flexibility of the product stood out with low level of dissatisfaction. In the case of queuing system performance, there is opportunity for improvement because the actual average wait time is higher than the time that respondents find appropriate to wait in the queue. Another point of improvement is the cost of the product, with an ideal reduction of this value by 33%, according to respondents.