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

  • 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)

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.

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File URL: http://eacc10.puc.cl/files/ABT/Contenidos/Vol-11-N2/Singer.pdf
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Article provided by Escuela de Administracion. Pontificia Universidad Católica de Chile. in its journal ABANTE.

Volume (Year): 11 (2008)
Issue (Month): 2 ()
Pages: 93-120

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Handle: RePEc:pch:abante:v:11:y:2008:i:2:p:89-115
Contact details of provider: Web page: http://eacc10.puc.cl/RePEc/pch/

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  1. Ward Whitt, 1992. "Understanding the Efficiency of Multi-Server Service Systems," Management Science, INFORMS, vol. 38(5), pages 708-723, May.
  2. 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.
  3. 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.
  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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