PROPOSAL FOR IMPROVEMENT IN THE SERVICE AND PREPARATION PROCESS IN AN ICE CREAM SHOP USING SIMULATION WITH ARENA SOFTWARE
DOI:
https://doi.org/10.31510/infa.v22i1.2158Keywords:
Customer satisfaction, Computational simulation, Decision-makingAbstract
This article presents a proposal for improving the service and order preparation process in an ice cream shop in the interior of São Paulo using the Arena simulation software. The objective is to identify, analyze, and address potential operational bottlenecks, seeking solutions to reduce customer waiting times and increase service efficiency. The methodology adopted was quantitative, based on modeling and simulating the service flow from the customer's arrival to the delivery of the final product. The results indicated that the queue for shake preparation was the main issue, overloading one of the operators and increasing waiting times, which negatively impacted service quality. The proposed solution involved allocating an additional employee to this sector, resulting in reduced waiting times and improved operational flow. Thus, computational simulation is considered an effective tool for understanding, enhancing, and optimizing business processes, making the service faster and more organized.
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