The relationship between service level and mean operation time in technical assistance service: An empirical analysis of the queuing theory of a Peruvian cellphone company

Abstract

This paper presents an empirical analysis between two of the most important variables to measure the service performance of the operations of cell phone repair in a Peruvian company. The analysis is made under the Queuing Theory framework in order to find a model fitting with the empirical assumptions of the system.  The mathematical limitations become evident when a real problem is studied, specifically in situations where the basic assumptions of the waiting lines are too simplistic and are not suitable to work with complex situation such as multiple location technical assistance centers. We study if the Level of Service is affected positively or negatively with the Mean Operation Time and if the number of agents is a relevant factor. We use the simulation technique and real data of a cellphone company in Peru with multiple locations throughout the city of Lima. The results show that there is a negative relationship between the variables of study at 95% of statistical confidence level, as long as the number of agents is less than 6 for every attention center.