The level of service in customer service plays a central role in the operations and structure of a
company and, therefore, cannot be forgotten. However, it is not easy for companies to satisfy
their customers, especially as customers are more demanding and selective, and customer
service experiences are becoming more sophisticated. The objective of this study is to
demonstrate how the level of service in supermarket service can be improved through the
application of queuing theory and simulation. To this end, on-site visits were carried out to
understand the process flow and carry out data collection, following which a conceptual model
was built mapping the entire system flow, and subsequently, the Anylogic software was used
for modeling and simulation. of the system and tests with the proposed scenarios. In scenario
1, it was observed that the average number of customers in the queue of 4.11 was low compared
to scenario 2, which was 9.28 customers (more than double), revealing that the increase in
demand for 50% impacted the increase in the queue. The research demonstrates how important
the use of these tools is to help supermarkets optimize their processes, increase efficiency and
make more assertive decisions.
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