Simulation Model for the Improvement of Waiting Lines in the Customer Service Process in a Swimming Academy

Abstract

In this research, the analysis and study of a waiting line for customer service in a swimming academy in Lima, Peru, are addressed. The waiting system was modeled in the ProModel simulation software to determine the efficiency indicators of this waiting line and to know if this process is being adequately managed or not, given certain service standards. It was determined that the waiting line is not being adequately managed, and an improvement to reduce the waiting time in such a way that it complies with the policies established in the organization was proposed.