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Una Introducción A La Teoría De Colas Aplicada A La Gestión De Servicios

Author

Listed:
  • MARCOS SINGER

    (Escuela de Administración,Pontificia Universidad Católica de Chile)

  • PATRICIO DONOSO

    (Escuela de Administración,Pontificia Universidad Católica de Chile)

  • ALAN SCHELLER-WOLF

    (Tepper School of Business, Carnegie Mellon University)

Abstract

Queuing theory studies the behavior of systems subject to different working conditions, which sometimes force clients to wait for service. It has a vast applicability, since it quantifies the dilemma of many companies and institutions between efficacy (provide a good service) and efficiency (reduce the cost). However, the models do not always have a direct interpretation, reducing their helpfulness. In order to link queuing theory with management, we first explain the relevance of waiting time to the quality of service. Then we identify a number of key performance indicators, related to efficacy, efficiency and the design of the system. For different configurations, we present models that relate these indicators and show examples and applications in factories, service, logistics and health organizations.

Suggested Citation

  • Marcos Singer & Patricio Donoso & Alan Scheller-Wolf, 2008. "Una Introducción A La Teoría De Colas Aplicada A La Gestión De Servicios," Abante, Escuela de Administracion. Pontificia Universidad Católica de Chile., vol. 11(2), pages 93-120.
    • Handle: RePEc:pch:abante:v:11:y:2008:i:2:p:89-115
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    File URL: http://www.abante.cl/files/ABT/Contenidos/Vol-11-N2/Singer.pdf
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    References listed on IDEAS

    as
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    4. Ety Zohar & Avishai Mandelbaum & Nahum Shimkin, 2002. "Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support," Management Science, INFORMS, vol. 48(4), pages 566-583, April.
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    6. Fernando Borrás & Jesús Pastor, 2002. "The Ex-Post Evaluation of the Minimum Local Reliability Level: An Enhanced Probabilistic Location Set Covering Model," Annals of Operations Research, Springer, vol. 111(1), pages 51-74, March.
    7. Venky Nagar & Madhav V. Rajan, 2005. "Measuring Customer Relationships: The Case of the Retail Banking Industry," Management Science, INFORMS, vol. 51(6), pages 904-919, June.
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    Cited by:

    1. Peláez Fermoso, Francisco J. & Gómez García, Jesus Mª. & García González, Ana, 2011. "Aplicaciones de la Teoría de Colas a la provisión óptima de servicios sociales: el caso del servicio de Teleasistencia/Queuing Theory Applications to an Optimal Provision of Social Services: The Telec," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 29, pages 907(26á.)-9, Diciembre.

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    More about this item

    Keywords

    Queuing theory; Service; Efficiency; Applications.;
    All these keywords.

    JEL classification:

    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory
    • L60 - Industrial Organization - - Industry Studies: Manufacturing - - - General
    • L8 - Industrial Organization - - Industry Studies: Services
    • Y2 - Miscellaneous Categories - - Introductions and Prefaces

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