تحسين جودة الخدمة من خلال تطبيق صفوف الانتظار في مؤسسة خدمية : دراسة حالة المؤسسة الاستشفائية الدكتور بن زرجب مصلحة الأنف و الأذن و الحنجرة

Abstract

This study sought to define the role of the Queueing theory in improving the quality of services. Therefore, it aimed to identify the waiting lines models and choose their effectiveness in the hospital institution Dr.Bin Zarjib, the state of Ain Temouchent (oto-rhino-laryngologiste. Department) that suffers from waiting phenomenon and to determine the statistical distributions of the access rates and service time by applying the model (M/M/1) (FIFO/∞/∞) corresponding to the studied system, and find balance between the arrival process and the service process