| Popis: |
The purpose of this work is to analyze the existing service system based on the Queueing Theory and propose an optimization method. The paper begins with a brief presentation of the store operation, customers and the offered products. In the second chapter, the current service system is described. Hence, the arrival process of customers, clients’ behavior, service mechanism and queue characteristics are outlined. These theoretical parts lay the foundation for the mathematical analysis on the efficiency of the current system. In order to investigate the current service system, a practical approach was chosen. This included a two-hours in store observation of the customer buying behavior, cashier responsiveness and service time. The collected data was used for the calculation of Queueing Theory’ variables. Based on these results, the next section attempts to describe an optimization system, in form of an electronic device to reduce the waiting time of customers in the queue and increase the utilization rate of the cash desk system. |
