<?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>1815-5936</journal-id>
<journal-title><![CDATA[Ingeniería Industrial]]></journal-title>
<abbrev-journal-title><![CDATA[Ing. Ind.]]></abbrev-journal-title>
<issn>1815-5936</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Ingeniería Industrial, Instituto Superior Politécnico José Antonio Echeverría, Cujae.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1815-59362020000200004</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[La teoría de colas aplicada a una Oficina Comercial de Telecomunicaciones]]></article-title>
<article-title xml:lang="en"><![CDATA[The queuing theory applied to a Commercial Telecommunications Office]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Linares-Cos]]></surname>
<given-names><![CDATA[Josué]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Vilalta-Alonso]]></surname>
<given-names><![CDATA[José Alberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Garza-Ríos]]></surname>
<given-names><![CDATA[Rosario]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Empresa de Telecomunicaciones de Cuba S.A.  ]]></institution>
<addr-line><![CDATA[ La Habana]]></addr-line>
<country>Cuba</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Tecnológica de La Habana  ]]></institution>
<addr-line><![CDATA[ La Habana]]></addr-line>
<country>Cuba</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>08</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>08</month>
<year>2020</year>
</pub-date>
<volume>41</volume>
<numero>2</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S1815-59362020000200004&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S1815-59362020000200004&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S1815-59362020000200004&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN La evaluación de los servicios constituye una estrategia de mejora continua sustentado en el conocimiento de la satisfacción de los clientes. En tal sentido, este trabajo tiene como objetivo establecer las metas de servicio de la Oficina Comercial 1, fundamentadas en un modelo de colas, contemplando las características de calidad cuantitativas relacionadas con la calidad del servicio. Las técnicas utilizadas para el desarrollo de la investigación fueron la observación, la entrevista y la encuesta, así como métodos estadísticos y experimentales. Los principales resultados obtenidos estuvieron relacionados al impacto que sobre la calidad del servicio generan su disponibilidad y el turno de trabajo, considerándose al tiempo de servicio como variable de mayor correlación con el tiempo medio de estancia de los clientes en el sistema, expresada en el 80% de las ocasiones. Aplicando simulación, se obtuvo una reducción estimada del costo total del servicio, siendo este de $96006.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT The evaluation of services is a strategy of continuous improvement based on the knowledge of customer satisfaction. In this sense, this work has as objective to establish the service goals of the Commercial Office 1, based on a queue model, contemplating the quantitative quality characteristics related to the quality of the service. The techniques used for the development of the research were observation, interview and survey, as well as statistical and experimental methods. The main results obtained were related to the impact on the quality of the service generated by its availability and the work shift, considering the time of service as a variable of greater correlation with the average time a of stay of the clients in the system, expressed in the 80 % of the occasions. Applying simulation, an estimated reduction of the total cost of the service was obtained, this being $ 96006.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[servicio]]></kwd>
<kwd lng="es"><![CDATA[Modelo de Cola]]></kwd>
<kwd lng="es"><![CDATA[Correlación]]></kwd>
<kwd lng="es"><![CDATA[Simulación]]></kwd>
<kwd lng="en"><![CDATA[service]]></kwd>
<kwd lng="en"><![CDATA[queue model]]></kwd>
<kwd lng="en"><![CDATA[correlation]]></kwd>
<kwd lng="en"><![CDATA[simulation]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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