摘要：The Queue Management literature deals with queues with more than one server where everyone has the same efficiency and the indicators used are difficult to obtain in practice. In a large part of real situations this situation is not observed, since it is natural that the people who play the role of servers act with different incomes. The objective of this work is to present a way of managing a system with two servers, which have different efficiencies and the indicators used are obtained in a practical way. A visual management method was proposed for a service system in which the manager needs to decide the moment of opening a second server to assist a queue and the resource that will be used, considering its efficiency. The results allow a practical management of this situation, with indicators that are easy to obtain and greater control over the need to open new servers.
关键词：Queue Management; Service Management; Simulation
