تقنية تحليل صفوف الانتظار و دورها في تحسين أداء الخدمة من خلال التركيز على خصائص التشغيل

الملخص EN

Decision makers in service organizations seek to reduce waiting time for customers to ensure customer satisfaction and not to leave without receiving the service and consolidate his conviction to return to this service next time.

Quantitative methods and operations research are scientific methods that assist the decisionmaker in the operation of making and taking decisions that characterized by accuracy and objectivity, For their ability to model and simplify complex problems.

Perhaps the problem of waiting lines is one of the most prominent problems facing the administration in service organizations.

Through this study we highlight this problem and apply the theory of waiting lines at Najaf International Airport With the aim of improving the quality of services provided to travelers.

The use of the statistical program Sim Quick for data analysis and simulation line waiting for the station under study.