Improvement and Control of the Customer Service System, through a simulation of the Waiting Line model: case study in a telecommunications company

• Autores: Barros Enriquez, José David, Villafuerte López, Milton Iván, Avemañay Morocho, Ángel Moisés, Socasi Gualotuña, Miguel Santiago, Bustillos Molina, Irene Teresa
• Formato: artículo
• Fecha de Publicación: 2025
• Institución: Universidad Señor de Sipan
• Repositorio: Revistas - Universidad Señor de Sipán
• Lenguaje: español
• OAI Identifier: oai:revistas.uss.edu.pe:article/3001
• Enlace del recurso: https://revistas.uss.edu.pe/index.php/ING/article/view/3001
• Nivel de acceso: acceso abierto
• Materia: process optimization; queue management; improvement cycle; DMAIC; operational performance

This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processes