Aplicación modelo de teoría de colas para mejoramiento en procesos de atención al cliente en el supermercado el campesino, ubicado en Panamá de Arauca.

Abstract

This monograph tried to carry out an analysis of the waiting lines that are created in the supermarket "El Campesino", located in Panama de Arauca, projecting a perspective from the theory of waiting lines, studying mathematical and subjective factors, through the knowledge and appreciation of customers who go to the supermarket. From the data extraction it was established that there is a gap between the period that they really wait and the one that each client appreciates, therefore, the quantitative - qualitative and explanatory method was used to investigate the elements that intervene in this time. To carry out the proposal based on a delay technique without having to queue at the supermarket checkout, offering various ways to improve the corporate image of the place and also provide economic advantages and make timely decisions in the supermarket.