نموذج كمي مقترح لتحسين أداء مكاتب خدمة العملاء بوكالة جيزي : دراسة حالة وكالة برج بوعريريج

Abstract EN

This study seeks to diagnose the role of queuing technique in reducing long queues in one of the most important telecommunication company, djezzy, by determining the distribution of both access and service rates.

Through the analysis of the data we reached the following results: - By using of queuing theory in this company; we have proposed the ideal waiting model which relies on three service centres instead of two, that is, by adding a new service center.

- The proposed model can reduce the waiting time from 72 minutes to 1.9525 minutes; thus, raising the level of service quality, in order to win customer satisfaction.