USE OF SIMULATION TO DETERMINE CASHIER STAFFING POLICY AT A RETAIL CHECKOUT

Both queuing theory analysis and discrete-event process simulation have often been used, sometimes jointly, to analyze and improve the performance of queuing systems. Queuing theory provides closed-form solutions for various canonical queuing configurations, whereas discrete-event process simulation is highly valuable for analysis of many queuing systems beyond the reach of such closed-form solutions. Since queues are extremely ubiquitous, both queuing theory analysis and discrete-process simulation are frequently and beneficially used by analysts, engineers, and business managers. During the study presented in this paper, discrete-event process simulation was used to analyze, specify, and improve operational policies in a large retail store. Results of the model guided store management toward policies, ultimately proved successful in practice, governing the thresholds of congestion warranting the opening and closing of cash-register lanes during a retailbusiness day.