Application of ANFIS for the estimation of queuing in a postal network unit: A case study

Abstract

© 2015, Budapest Tech Polytechnical Institution. All Rights Reserved. Regardless the level of technological development in a community, the unavoidable phenomenon is the appearance of queuing. This situation will continue as long as there is the customer’s need for the direct contact with the service suppliers, as the case is in the Post of Serbia. The aim of the paper is to estimate the time a customer will spend in queuing while approaching the counter for financial services in a postal network unit. The observed system comprises a single queue, three handling channels and the service according to the FIFO principle. This paper presents a developed model that is realized in the following phases: recording data, preparing data for training, training the neuro-fuzzy system, forming a data set for testing where the expected mean service speed is obtained using the moving average method, and testing the neuro-fuzzy model. Observing the mass service system has so far been directed towards, the evaluation of their behaviour in the past which presents a basis to evaluate whether the system provides satisfactory performances. This paper moves a step in the direction of the behaviour evaluation of a mass service system, in the future, in order to observe whether it is possible to predict the service quality level to be provided to a customer. System customer in this case is not limited by the number of demanded services.