Discrete event simulation applied to single queue management: a case study at a bank agency

Marcos Aurélio da Rocha Nascimento, Lilian Mendes dos Santos, Adriano Maniçoba da Silva, R. Bueno, S. Machado, W. Tanaka
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引用次数: 2

Abstract

Capacity and queue management are currently used in financial institutions. With decreasing bank units due to internet services, research in this field has focused on improving to utilize their employees efficiently and achieve service excellence. In developing countries like Brazil, the customer has become more bank-accounted due to government and labor requirements, such as the wage credit became mandatory in the wage account. The paper's aim is motivated by a real-life case study to simulate discrete events to improve queue management at a Brazilian bank branch with the Arena software simulation environment. The simulation model was designed, tested, and applied considering the Discrete Event Simulation (DES) replication for queuing strategies on a real-world banking scenario. The arrival and service times were collected from 115 customers in Ferraz de Vasconcelos/SP city. It was performed in version 15.10 (2018) of the Arena software, with processor Intel core i3 CPU dual-core 3.07 GHz and 8GB of RAM. The results indicate that the bank agency should consider providing 9 to 11 operators to attend customers considering the arrival and service rate.
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应用于单队列管理的离散事件模拟:银行代理的案例研究
容量和队列管理目前在金融机构中使用。随着互联网服务导致银行部门的减少,该领域的研究集中在改进,以高效利用员工,实现卓越服务。在巴西等发展中国家,由于政府和劳工要求,客户的银行账户越来越多,例如工资账户中的工资信贷成为强制性的。本文的目的是通过一个真实的案例研究,利用Arena软件模拟环境模拟离散事件,以改善巴西银行分行的队列管理。模拟模型的设计、测试和应用考虑了真实世界银行场景中排队策略的离散事件模拟(DES)复制。从Ferraz de Vasconcelos/SP市的115名客户那里收集了到达和服务时间。它在Arena软件的15.10(2018)版本中执行,处理器为英特尔酷睿i3 CPU双核3.07 GHz和8GB RAM。结果表明,考虑到到达和服务费率,银行代理机构应考虑提供9至11名运营商来接待客户。
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