Gerenciamento de filas: a aplicação no caso de um centro de distribuição varejista

Abstract

Queue formation occurs when the number of people or raw materials exceeds the capacity of the service or material transformation system. While queues are considered a natural consequence of service operations or production processes, there are also various ways to manage them. Queue management becomes necessary and essential to prevent them from becoming bottlenecks within the process, assuming the role of limiting operational flow. The study of queues can be applied in various areas, including Retail. In this environment, queues can be found in various parts of the supply chain: receiving at distribution centers, material retrieval from the warehouse to the point of sale, customer service at the cashier, among other processes within the chain. The objective of this work is to create a simulation of cargo receiving and dispatching in a distribution center in order to study queues formed in the process. The software used is Flexsim, and through simulation and analysis of the results, suggestions for system improvements are proposed.