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

Producción científica: Contribución a una revista › Artículo › revisión exhaustiva

Resumen

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.

Idioma original	Inglés
Páginas (desde-hasta)	13-31
Número de páginas	19
Publicación	South African Journal of Industrial Engineering
Volumen	36
N.º	4
DOI	https://doi.org/10.7166/36-4-3192
Estado	Publicada - 12 dic. 2025
Publicado de forma externa	Sí

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Publisher Copyright:
© 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

@article{843ce7cc3a5d40c7852dcd466f3485da,

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

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.\}",

year = "2025",

month = dec,

day = "12",

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

language = "English",

volume = "36",

pages = "13--31",

journal = "South African Journal of Industrial Engineering",

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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, n.º 4, pp. 13-31. https://doi.org/10.7166/36-4-3192

Customer Service Optimisation and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation. / Barros Enríquez, J. D.; Avemañay Morocho, A. M.; Villafuerte López, M. I. et al.
En: South African Journal of Industrial Engineering, Vol. 36, N.º 4, 12.12.2025, p. 13-31.

Producción científica: Contribución a una revista › Artículo › revisión exhaustiva

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