Simulação de um Sistema de Filas em uma Casa Lotérica de Macapá, Utilizando o Software Arena

Abstract

Queues are present in people's daily lives, and the increasing demands of consumers have led organizations to adjust their service capacity according to demand. This study aimed to reduce the time customers spend in line at a lottery house in the city of Macapá, Amapá, by analyzing various scenarios through simulation using Arena software. The study was conducted in the lottery house's service sector, considering the average arrival intervals of customers and the service times performed by the counters as input parameters in the software. Through performance indicators, it was possible to identify the critical point causing queues in the system and propose improvements through the simulation of hypothetical scenarios. It was found that adding at least 2 service counters contributes to a reduction in queue waiting time from over 45 minutes to less than 2 minutes.