Estudio de teoría de colas aplicado a la sala SIP Coomeva EPS, en el periodo comprendido entre enero y marzo del año 2018

Abstract

In the first trimester of 2018, Coomeva EPS Cali underwent internal modifications with the hope of significantly improving their service, but in this time the conclusion reached is that the waiting times have increased instead of decreasing, this has led to longer waiting times and more people at any given time in the authorization room. These negative shifts have directly affected the user because they feel that the times have increased and it has generated a non-conformity in the service to the point where they are abandoning the system, or in the worst of cases, going to the entities that govern EPS and/or taking legal actions against the company. Consequently the queue systems that are in charge of the authorization rooms has been taken as the object of study in order the obtain the behavior of these and achieve improvements, raise awareness of the servers (integral attention executives) that it’s possible to increase the perception of service though the diminishing of times, and of course, satisfying the needs of the users in the shortest amount of time as possible. Through this, the investigation becomes relevant in finding theses errors or internal needs that can unveil why there are excessive waiting times and therefore give way to finding more precise alternatives in solving the problem through queueing theory and increasing the productivity and satisfaction of the users.