Estudo do comportamento de um sistema de filas de uma agência bancária utilizando simulação

Abstract

The present work aims to study the behavior of a queuing system of a BANCO DO BRASIL branch, analyzing its performance measures through the ARENA simulation software. This type of study is justified by the need to properly dimension the branchs service. If the capacity is overdimensioned, the service will be idle most of time, generating unnecessary costs, which can diminish its competitiveness. If the the service structure is underdimensioned, customers will be dissatisfied and may quit the service and/or change branch. In the Ceará State, another important factor related to the theme is the State Law 13.312/2003 requiring banks to have a structure with capacity to serve customers within 15 minutes on normal days. For this study , seven scenarios were simulated, with the service capacity ranging from one attendant, in the first scenario , up to seven in the last scenario. Comparing the queue's performance indicators obtained from the simulation, it was possible to identify which capacity is enough to meet what the State Law 13.312/2003.