MODELING OF CUSTOMER SERVICE IN DRUGSTORES

The processes of medicine sale organization in drugstores have been analyzed. On the basis of data processed by means of Statistica software the following service system parameters have been defined: customer time behavior, service intervals and probability of certain clients’ entering. The existent capability of applied modeling to optimize queuing system and medicine sale in retail pharmacy establishments has been determined. As well as the validation of imitating modeling application for improvement of the logistic serving system and quality has been proved. The corresponding conceptual base model of queuing system has been developed.This task has been performed with consideration of some peculiarities of pharmaceutical retail trade. On the basis of imitating modeling and special software the models of practical importance have been constructed and presented sequentially.The methodological approaches to interpretation of modeling results and areas of their practical application have been suggested in order to improve pharmaceutical service quality and work of drugstores. The computer models of queuing system in drugstores by means of ExtendSim simulation modeling have been executed taking into account the following service conditions: manning level, availability of consultants and doctors, probability of priority clients’ entering, breaks, etc.The calculative experiments have been conducted; their results have been processed and presented, e.g. the appropriate manning level according to characteristics of a specific drugstore. The practical implementation assured that the model is adequate and capable to implementation.