<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0121-5051</journal-id>
<journal-title><![CDATA[Innovar]]></journal-title>
<abbrev-journal-title><![CDATA[Innovar]]></abbrev-journal-title>
<issn>0121-5051</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Ciencias Económicas. Universidad Nacional de Colombia.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0121-50512019000200089</article-id>
<article-id pub-id-type="doi">10.15446/innovar.v29n72.77934</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Customer Service Multichannel Model in a Health Care Service Provider: A Discrete Simulation Case Study]]></article-title>
<article-title xml:lang="es"><![CDATA[MODELO MULTICANAL DE ATENCIÓN AL CLIENTE EN UNA IPSS: ESTUDIO DE CASO CON SIMULACIÓN DISCRETA]]></article-title>
<article-title xml:lang="pt"><![CDATA[MODELO MULTICANAL DE ATENÇÃO AO CLIENTE NUMA IPSS: ESTUDO DE CASO COM SIMULAÇÃO DISCRETA]]></article-title>
<article-title xml:lang="fr"><![CDATA[MODÈLE DE SERVICE CLIENT MULTICANAL DANS UNE IPSS : UNE ÉTUDE DE CAS AVEC SIMULATION DISCRÈTE]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Restrepo-Morales]]></surname>
<given-names><![CDATA[Jorge Aníbal]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Giraldo Betancur]]></surname>
<given-names><![CDATA[Emerson Andrés]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Vanegas López]]></surname>
<given-names><![CDATA[Juan Gabriel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Tecnológico de Antioquia  ]]></institution>
<addr-line><![CDATA[Medellín ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Fundación Universitaria Autónoma de las Américas Medellín  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Tecnológico de Antioquia I.U. Medellín  ]]></institution>
<addr-line><![CDATA[Medellín ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>06</month>
<year>2019</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>06</month>
<year>2019</year>
</pub-date>
<volume>29</volume>
<numero>72</numero>
<fpage>89</fpage>
<lpage>102</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0121-50512019000200089&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0121-50512019000200089&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0121-50512019000200089&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT This paper evaluates the real capacity of the customer service system in a Health Care Service Provider (HCSP) in which users request a service using a multi-channel M/M/n queueing system with Poisson arrivals and exponential times. The assistance process shows that an individual who wants to request a diagnostic test must wait his/her turn in several cubicles. The aim of this paper is to develop a methodology that generates two-way results in improving not only HCSP performance, but also in implementing strategies that lead to better service perception. A discrete-event simulation model is presented to determine the times for processes and forecast the demand. The entire process in HCSP takes up to four hours, although, based on our results, waiting times could be 50% shorter by decreasing the number of operative tasks that physicians and nurses should perform and implementing an electronic ticket dispenser. Improving customer service is relevant for a HCSP organization. Therefore, our simulation process could be implemented in different scenarios in order to integrate results in planning and decision-making processes.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN Este artículo evalúa la capacidad real del sistema de atención al cliente en una Institución Prestadora de Servicios de Cuidado de la Salud (IPSS), en la cual los usuarios solicitan determinados servicios a través de un sistema de espera de canales múltiples M/M/n con llegadas Poisson y tiempos exponenciales. El sistema de atención actual funciona con la espera de los usuarios en varias estaciones, por lo cual estos se encuentran sometidos a hacer varias filas para completar los servicios de pruebas diagnósticas requeridas. El objetivo de este trabajo es desarrollar una metodología para definir estrategias de mejoramiento en la percepción del servicio y en el desempeño de la IPSS. Para ello, se presenta un modelo de simulación discreta que determina los tiempos de los procesos y pronostica la demanda. El tiempo efectivo para la prestación del servicio es de hasta 4 horas por usuario; sin embargo, con los resultados de las simulaciones se logra reducir este margen de espera hasta en 50% mediante la descarga de tareas administrativas de los médicos y enfermeras y la implementación de un dispensador electrónico de boletos. Dada la importancia relativa del servicio al cliente para una IPSS, la simulación de eventos podría ser implementada en diferentes escenarios que permitan ser integrados en los procesos de planeación y toma de decisiones.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[RESUMO Este artigo avalia a capacidade real do sistema de atenção ao cliente numa Instituição Prestadora de Serviços de Cuidado da Saúde (IPSS), na qual os usuários solicitam determinados serviços por meio de um sistema de espera de canais múltiplos M/M/n com chegadas Poisson e tempos exponenciais. O sistema de atenção atual funciona com a espera dos usuários em várias estações, por isso eles são submetidos a várias filas para completar os serviços de exames diagnósticos requeridos. O objetivo deste trabalho é desenvolver uma metodologia para definir estratégias de melhoria na percepção do serviço e no desempenho da IPSS. Para cumprir ISSO, apresenta-se um modelo de simulação discreta que determina os tempos dos processos e prognostica a demanda. O tempo efetivo para a prestação do serviço é de até 4 horas por usuário; no entanto, com os resultados das simulações, consegue-se reduzir essa margem de espera em até 50%, mediante o download de tarefas administrativas dos médicos e enfermeiras e a implementação de um distribuidor eletrônico de senhas. Dada a importância relativa do serviço ao cliente para uma IPSS, a simulação de eventos poderia ser implementada em diferentes cenários que permitam ser integrados nos processos de planejamento e tomada de decisões.]]></p></abstract>
<abstract abstract-type="short" xml:lang="fr"><p><![CDATA[RÉSUMÉ Cet article évalue la capacité réelle du système de service client dans une institution prestataire de services de soins de santé (IPSS), où les utilisateurs demandent certains services via un système d'attente pour plusieurs canaux M/M/n avec des arrivées de Poisson et des temps exponentiels. Le système de services actuel fonctionne avec l'attente des utilisateurs sur plusieurs stations, de sorte qu'ils sont soumis à plusieurs queues pour compléter les services de tests de diagnostic requis. L'objectif de ce travail est de développer une méthodologie pour définir des stratégies d'amélioration de la perception du service et de la performance de l'IPSS. Pour ce faire, on présente un modèle de simulation discret qui détermine les temps des processus et prévoit la demande. La durée effective de fourniture du service peut aller jusqu'à 4 heures par utilisateur. Cependant, avec les résultats des simulations, il est possible de réduire cette marge d'attente jusqu'à 50%, en déchargeant les tâches administratives des médecins et des infirmières et en mettant en place un distributeur de billets électronique. Étant donné l'importance relative du service client pour une IPSS, la simulation d'événements pourrait se mettre en &#339;uvre selon différents scénarios pouvant s'intégrer aux processus de planification et de prise de décision.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[Discrete simulation]]></kwd>
<kwd lng="en"><![CDATA[operations research]]></kwd>
<kwd lng="en"><![CDATA[customer service]]></kwd>
<kwd lng="en"><![CDATA[optimization techniques]]></kwd>
<kwd lng="en"><![CDATA[empirical analysis]]></kwd>
<kwd lng="es"><![CDATA[simulación discreta]]></kwd>
<kwd lng="es"><![CDATA[investigación de operaciones]]></kwd>
<kwd lng="es"><![CDATA[servicio al cliente]]></kwd>
<kwd lng="es"><![CDATA[técnicas de optimización]]></kwd>
<kwd lng="es"><![CDATA[análisis empírico]]></kwd>
<kwd lng="pt"><![CDATA[simulação discreta]]></kwd>
<kwd lng="pt"><![CDATA[pesquisa de operações]]></kwd>
<kwd lng="pt"><![CDATA[serviço ao cliente]]></kwd>
<kwd lng="pt"><![CDATA[técnicas de otimização]]></kwd>
<kwd lng="pt"><![CDATA[análise empírica]]></kwd>
<kwd lng="fr"><![CDATA[simulation discrète]]></kwd>
<kwd lng="fr"><![CDATA[recherche opérationnelle]]></kwd>
<kwd lng="fr"><![CDATA[service client]]></kwd>
<kwd lng="fr"><![CDATA[techniques d'optimisation]]></kwd>
<kwd lng="fr"><![CDATA[analyse empirique]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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