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



    () (Escuela de Administración,Pontificia Universidad Católica de Chile)


    () (Escuela de Administración,Pontificia Universidad Católica de Chile)


    (Tepper School of Business, Carnegie Mellon University)


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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    References listed on IDEAS

    1. 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.
    2. Ward Whitt, 1992. "Understanding the Efficiency of Multi-Server Service Systems," Management Science, INFORMS, vol. 38(5), pages 708-723, May.
    3. repec:pal:jorsoc:v:53:y:2002:i:9:d:10.1057_palgrave.jors.2601376 is not listed on IDEAS
    4. Linda V. Green & Peter J. Kolesar, 2004. "ANNIVERSARY ARTICLE: Improving Emergency Responsiveness with Management Science," Management Science, INFORMS, vol. 50(8), pages 1001-1014, August.
    5. 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 Economía Aplicada, Estudios de Economía Aplicada, vol. 29, pages 907(26á.)-9, Diciembre.

    More about this item


    Queuing theory; Service; Efficiency; Applications.;

    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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