Modelo de teoría de colas y simulación para la asignación del recurso humano en un sistema operativo de servicios.

Abstract

In the present work, an exploration of the average queuing time is carried out for different queuing theory models, for which there are no exact results, for which approximations are used. In addition, it is sought that these approximations of queuing times can be put into practice efficiently. Subsequently, the Amazonas Government Platform agency (P.G.A), belonging to the Internal Revenue Service (S.R.I), is taken as a case study; The queuing theory model to which its data fits is applied to said agency in order to solve the problem of very long waiting times in its queues. Thus, the model is adapted to comply with a consistent quality policy that waiting times in line are less than 20 minutes and thus solve the problem. Finally, simulations are carried out to corroborate the results of the model and verify the correct compliance with the quality policy, in addition, a number of windows to open at each hour of the day is suggested, with which there is a saving in hours of 16.36%.