تطبيق نظرية الطوابير على مراقبة الأداء في دائرة السجل المدني الجمعة بمدينة زليتن

Abstract

The concept of performance has great importance in national public and private firms and service institutions, too. This concept has been discussed by many interested researchers from different approaches that deal with performance such as its evaluation and measurement. These two elements are the key to firms' success. In light of rapid development in the business environment has encouraged researchers to look for new ways to improve the performance of service institutions. Operations research models are among the ways that help firms and institutions to address many situations and problems through modeling in order to achieve optimization. 

The aim of the research is to apply the technique of waiting models to firms and service institutions that witness a great demand as a result of requesting administrative documents from institutions and other firms. This causes confusion in commercial work in the Kaam - Zliten area. The reality of the project's work and the problems it faces were identified in order to contribute to solving them in a scientific and practical way, by reducing the waiting time of customers and ending the transaction in a satisfactory way.