| Abstract: | In terms of a service activity, the goal of the post is to obtain the highest number of postal service users within a given time interval [t1, t2), as this is one of the benchmarks of its success. In addition to a rational distribution of postal units, which provides smooth operation of services, the quality of services is extremely important, including the speed and efficiency of services (user's satisfaction). The level of services obtained by an individual postal unit is defined in terms of time spent by the user in the post office and in terms of reliability - i.e. certainty of the user that the service s/he requires will be carried out in minimum time. The user wishes to spend as little time as possible for waiting in line. The windows at the post office counter thus represent special cases of a queuing system and can be treated as systems of mass service. The arrivals of customers to the post office are statistically distributed according to the Poisson's distribution. The problems of waiting in lines, which generally follow the stochastic principles, can be treated and analysed in various ways. One of the current possibilities is also the use of mass service, which is pointed out in this paper. The paper shows and analyses an actual case occurring at a postal unit. |
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