Abstract

For the purpose of evaluating the level of service of a Portuguese self-service restaurant, a simulation model was developed in Simio. The purpose of such model was to quantify specific performance indicators. In this sense, data was gathered by conducting observations of the field, which allowed the authors to find relevant problems in the system. The simulation model was validated and, afterwards, simulation experiments were conducted, which suggested some changes that could be implemented, without reducing the performance of the restaurant and reduce the utilization of workers, who become available for other tasks with more added-value, such as supplying critical items (e.g., main dishes and soap). Moreover, the potential impact of the introduction of an information device used to warn workers responsible to supply items was assessed through simulation, indicating that it would lead to benefits both for customers and workers.