Aplicación de un modelo en colas para determinar el número óptimo de ventanillas que satisfaga a los usuarios de la Empresa Eléctrica matriz Riobamba.

Abstract

The aim was to apply a model in queues to determine the optimal number of windows to speed up and improve the performance within the Collection Department of Riobamba Electric Company, thus guaranteeing the users’ satisfaction. Several techniques and instruments were used for the collection of information, specifically the application of surveys and direct observation, where the elaboration of the project was given in the planning, data collection, analysis and the appropriate model application. Descriptive analysis and waiting line models were applied by Excel software. After obtaining the real data of the Department of Collection, it was shown that when currently having three servers there is a notable delay in the average number of users spending 0.11 in the system, while with the proposed model where a server will be implemented, users will reduce to 0.08; likewise, the waiting time is reduced from 0.03 to 0.01 minutes. We came at the viable and confinable solution that consists of the implementation of one more server in the department, since in this way achieved that the long queues and waiting times be considerably reduced and consequently obtain users’ satisfaction.