The queuing theory is the study by formulas of waiting lines by which we analyze the different processes related as: The arrival in the queue, waiting time, among other variables. At present, this model is considered as a branch of operational research, as it dares to study an extensive diversity oriented in: business, commerce, industry, engineering, transportation and telecommunications.
The objectives of queuing theory are:
- Recognize the optimum capacity of the system to minimize cost.
- Analyze the impact on process changes.
- Maintain a balanced balance between quantitative cost and qualitative relations of services.
- To be pending of the system.
One of the most important objectives is the impact of this study on the improvement or change of its process reflected in costs. A determining characteristic is the quality of the service that depends on subjective aspects such as: The ability to attend to the client, the hygiene, the presentation of the service, respect and kindness.
In most cases the psychological cost of waiting is longer than the time of service, the main reason is because customers do not take their time while they wait. Therefore businesses and services use various strategies to entertain customers by adding Tv presenting news, new products in the exits and mirrors to distract customers in the waiting areas.