Customer Service Optimisation and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation

J. D. Barros Enríquez; A. M. Avemañay Morocho; M. I. Villafuerte López; A. E. Pérez Toapanta; J. C. Simancas Vargas; M. S. Socasi Gualotuña; C. A. Hidalgo Correa

doi:10.7166/36-4-3192

Customer Service Optimisation and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation

J. D. Barros Enríquez
, A. M. Avemañay Morocho
, M. I. Villafuerte López
, A. E. Pérez Toapanta
, J. C. Simancas Vargas
, M. S. Socasi Gualotuña
, C. A. Hidalgo Correa

Research output: Contribution to journal › Article › peer-review

Abstract

This study proposes a comprehensive improvement and control plan for customer service operations, leveraging queueing theory and process analysis to identify and address system inefficiencies. Through statistical analysis, the current operational state is assessed, followed by the simulation of service processes to model the system’s behaviour. The simulation enables the evaluation of various improvement strategies aimed at enhancing service efficiency and boosting productivity. Among the strategies explored, key actions focus on stabilising customer service processes to optimise performance and satisfaction.

Original language	English
Pages (from-to)	13-31
Number of pages	19
Journal	South African Journal of Industrial Engineering
Volume	36
Issue number	4
DOIs	https://doi.org/10.7166/36-4-3192
State	Published - 12 Dec 2025
Externally published	Yes

Bibliographical note

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© 2025, South African Institute of Industrial Engineering. All rights reserved.

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Barros Enríquez, J. D., Avemañay Morocho, A. M., Villafuerte López, M. I., Pérez Toapanta, A. E., Simancas Vargas, J. C., Socasi Gualotuña, M. S., & Hidalgo Correa, C. A. (2025). Customer Service Optimisation and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation. South African Journal of Industrial Engineering, 36(4), 13-31. https://doi.org/10.7166/36-4-3192

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abstract = "This study proposes a comprehensive improvement and control plan for customer service operations, leveraging queueing theory and process analysis to identify and address system inefficiencies. Through statistical analysis, the current operational state is assessed, followed by the simulation of service processes to model the system{\textquoteright}s behaviour. The simulation enables the evaluation of various improvement strategies aimed at enhancing service efficiency and boosting productivity. Among the strategies explored, key actions focus on stabilising customer service processes to optimise performance and satisfaction.",

author = "\{Barros Enr{\'i}quez\}, \{J. D.\} and \{Avema{\~n}ay Morocho\}, \{A. M.\} and \{Villafuerte L{\'o}pez\}, \{M. I.\} and \{P{\'e}rez Toapanta\}, \{A. E.\} and \{Simancas Vargas\}, \{J. C.\} and \{Socasi Gualotu{\~n}a\}, \{M. S.\} and \{Hidalgo Correa\}, \{C. A.\}",

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doi = "10.7166/36-4-3192",

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Barros Enríquez, JD, Avemañay Morocho, AM, Villafuerte López, MI, Pérez Toapanta, AE, Simancas Vargas, JC, Socasi Gualotuña, MS & Hidalgo Correa, CA 2025, 'Customer Service Optimisation and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation', South African Journal of Industrial Engineering, vol. 36, no. 4, pp. 13-31. https://doi.org/10.7166/36-4-3192

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T2 - A Case Study in a Telecommunications Company Using Queueing Model Simulation

AU - Barros Enríquez, J. D.

AU - Avemañay Morocho, A. M.

AU - Villafuerte López, M. I.

AU - Pérez Toapanta, A. E.

AU - Simancas Vargas, J. C.

AU - Socasi Gualotuña, M. S.

AU - Hidalgo Correa, C. A.

PY - 2025/12/12

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AB - This study proposes a comprehensive improvement and control plan for customer service operations, leveraging queueing theory and process analysis to identify and address system inefficiencies. Through statistical analysis, the current operational state is assessed, followed by the simulation of service processes to model the system’s behaviour. The simulation enables the evaluation of various improvement strategies aimed at enhancing service efficiency and boosting productivity. Among the strategies explored, key actions focus on stabilising customer service processes to optimise performance and satisfaction.

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ER -

Customer Service Optimisation and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation

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