Bibliographic citations
Quintanilla, F., (2024). Estudio descriptivo de la gestión de colas en el área operacional de cajas de la Empresa Plaza Vea – Real Plaza Cusco - 2023 [Universidad Andina del Cusco]. https://hdl.handle.net/20.500.12557/6451
Quintanilla, F., Estudio descriptivo de la gestión de colas en el área operacional de cajas de la Empresa Plaza Vea – Real Plaza Cusco - 2023 []. PE: Universidad Andina del Cusco; 2024. https://hdl.handle.net/20.500.12557/6451
@misc{renati/17952,
title = "Estudio descriptivo de la gestión de colas en el área operacional de cajas de la Empresa Plaza Vea – Real Plaza Cusco - 2023",
author = "Quintanilla Huillca, Flor Azucena",
publisher = "Universidad Andina del Cusco",
year = "2024"
}
This research work was developed in the company Plaza Vea whose company name is Plaza Vea Oriente S.A.C. located in the Real Plaza Cusco, with the general objective of knowing the queuing system within the Cashier Operational Area, taking as dimensions the characteristics of a queuing system in which three parts are analyzed: The arrivals or entries to the system, The queue or the waiting line and the service facility, which describes and analyzes the problem shown, describing the number of people who arrive at the service system, number of customers in the line or queue, number of people who reject, resign and receive the service, arrival time between clients to the queuing system, arrival time from the client to the server, client service time on the server, number of servers enabled for service, arrangement of lines, number of phases to complete the queue. operation and the rule of customer service in line, this work develops each mentioned point according to the proposed general objective, the research has a quantitative approach, a non-experimental research design, and a descriptive scope of study, the instrument of the investigation was applied to all the clients served in the cashier area for 7 consecutive days at the established times, which were the morning shift from 11:00 am to 12:00 pm and the afternoon shift from 5:00 pm to 6:00 pm during the period of 7 days from Monday, November 6, 2013 to Sunday, November 12, 2023. Having applied the six observation cards, the following results were obtained: it has an infinite input source, the total number of people who entered the service system was 3191, the number of customers in the line or queue was 1636, of which 76 customers rejected the queuing system, 91 customers renounced the queuing system, the average customer waiting times were 10 minutes 07 seconds at express checkouts – self-service checkouts 1 minute 02 seconds – general checkouts 14 minutes 86 seconds, the number of servers enabled for service at self-service checkouts are enabled for service 100%, express checkouts were enabled for 40%, general checkouts were enabled for 35% of the servers, in the arrangement of lines there were express checkouts and self-service checkouts a single-row design with multiple servers and the general checkouts with a multiple-row design with multiple servers, the number of phases to complete the operation was a single phase with an order of attention for the three types of checkouts was: “ first in, first out” (FIFO, frist – in, first – out) and with a service facility that has 31 boxes installed for customer service.
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