Queuing Analysis

1
Chapter Topics

■ Elements of Waiting Line Analysis

■ The Single-Server Waiting Line System
■ Undefined and Constant Service Times
■ Finite Queue Length
■ Finite Calling Problem
■ The Multiple-Server Waiting Line
■ Additional Types of Queuing Systems

2
Overview

◼ Significant amount of time spent in waiting lines by people,

products, etc.
◼ Providing quick service is an important aspect of quality customer
service.
◼ The basis of waiting line analysis is the trade-off between the cost
of improving service and the costs associated with making
customers wait.
◼ Queuing analysis is a probabilistic form of analysis.
◼ The results are referred to as operating characteristics.
◼ Results are used by managers of queuing operations to make
decisions.

3
Elements of Waiting Line Analysis (1 of 2)

◼ Waiting lines form because people or things arrive at a

service faster than they can be served.

◼ Most operations have sufficient server capacity to

handle customers in the long run.

◼ Customers however, do not arrive at a constant rate nor

are they served in an equal amount of time.

4
Elements of Waiting Line Analysis (2 of 2)

◼ Waiting lines are continually increasing and decreasing in

length and approach an average rate of customer
arrivals and an average service time, in the long run.

◼ Decisions concerning the management of waiting lines

are based on these averages for customer arrivals and
service times.

◼ They are used in formulas to compute operating

characteristics of the system which in turn form the basis
of decision making.
5
The Single-Server Waiting Line System (1 of 2)

◼ Components of a waiting line system include arrivals (customers),

servers, (cash register/operator), customers in line form a waiting
line.

◼ Factors to consider in analysis:

▪ The queue discipline.
▪ The nature of the calling population
▪ The arrival rate
▪ The service rate.

6
The Single-Server Waiting Line System (2 of 2)

Figure 1

7
Single-Server Waiting Line System
Component Definitions

◼ Queue Discipline: The order in which waiting customers are

served.
◼ Calling Population: The source of customers (infinite or finite).
◼ Arrival Rate: The frequency at which customers arrive at a waiting
line according to a probability distribution (frequently described by
a Poisson distribution).
◼ Service Rate: The average number of customers that can be
served during a time period (often described by the negative
exponential distribution).

8
Single-Server Waiting Line System
Single-Server Model

◼ Assumptions of the basic single-server model:

▪ An infinite calling population
▪ A first-come, first-served queue discipline
▪ Poisson arrival rate
▪ Exponential service times
◼ Symbols:
 = the arrival rate (average number of arrivals/time period)
 = the service rate (average number served/time period)
◼ Customers must be served faster than they arrive ( < ) or an
infinitely large queue will build up.

9
Single-Server Waiting Line System
Basic Single-Server Queuing Formulas (1 of 2)
Probability that no customers are in the queuing system:

P0 =  1− 
 





Probability that n customers are in the system:

n n
Pn =   1− 
    

 

P0
=  




  
     

Average number of customers in system: L = 

 −

Average number of customer in the waiting line: Lq =   2

   −  

10
Single-Server Waiting Line System
Basic Single-Server Queuing Formulas (2 of 2)
Average time customer spends waiting and being served:

W= 1 =L
 − 
Average time customer spends waiting in the queue:
Wq = 
   −  
Probability that server is busy (utilization factor): U=


Probability that server is idle: I = 1− U = 1− 



11
Single-Server Waiting Line System
Operating Characteristics: Fast Shop Market (1 of 2)
 = 24 customers per hour arrive at checkout counter
 = 30 customers per hour can be checked out

 
P0 = 1−   = (1 - 24/30)


 

= .20 probability of no customers in the system

L =  = 24/(30 - 24) = 4 customers on the avg in the system

 −

Lq =   2
   −  

= (24)2 /[30(30 -24)] = 3.2 customers on the avg in the waiting line

12
Single-Server Waiting Line System
Operating Characteristics for Fast Shop Market (2 of 2)
W = 1 = L = 1/[30 -24]
 − 
= 0.167 hour (10 min) avg time in the system per customer

Wq =  = 24/[30(30 -24)]
   −  
= 0.133 hour (8 min) avg time in the waiting line

U=
 = 24/30
= .80 probability server busy, .20 probability server will be idle

13
Single-Server Waiting Line System
Steady-State Operating Characteristics
Because of steady-state nature of operating characteristics:
▪ Utilization factor, U, must be less than one:
U < 1, or  /  < 1 and  < .

▪ The ratio of the arrival rate to the service rate must be

less than one or, the service rate must be greater than
the arrival rate.

▪ The server must be able to serve customers faster than

the arrival rate in the long run, or waiting line will grow
to infinite size.

14
Single-Server Waiting Line System
Effect of Operating Characteristics (1 of 6)
Manager wishes to test several alternatives for reducing customer
waiting time:
1. Addition of another employee to pack up purchases
2. Addition of another checkout counter.
Alternative 1: Addition of an employee
(raises service rate from  = 30 to  = 40 customers per hour).
▪ Cost $150 per week, avoids loss of $75 per week for each
minute of reduced customer waiting time.
▪ System operating characteristics with new parameters:
Po = .40 probability of no customers in the system
L = 1.5 customers on the average in the queuing
system
15
Single-Server Waiting Line System
Effect of Operating Characteristics (2 of 6)
▪ System operating characteristics with new parameters
(continued):
Lq = 0.90 customer on the average in the waiting line
W = 0.063 hour average time in the system per customer
Wq = 0.038 hour average time in the waiting line per customer
U = .60 probability that server is busy and customer must wait
I = .40 probability that server is available
Average customer waiting time reduced from 8 to 2.25 minutes worth
$431.25 per week.

16
Single-Server Waiting Line System
Effect of Operating Characteristics (3 of 6)
Alternative 2: Addition of a new checkout counter ($6,000 plus $200 per
week for additional cashier).
▪  = 24/2 = 12 customers per hour per checkout counter
▪  = 30 customers per hour at each counter
▪ System operating characteristics with new parameters:
Po = .60 probability of no customers in the system
L = 0.67 customer in the queuing system
Lq = 0.27 customer in the waiting line
W = 0.055 hour per customer in the system
Wq = 0.022 hour per customer in the waiting line
U = .40 probability that a customer must wait
I = .60 probability that server is idle

17
Single-Server Waiting Line System
Effect of Operating Characteristics (4 of 6)

Savings from reduced waiting time worth:

$500 per week - $200 = $300 net savings per week.

After $6,000 recovered, alternative 2 would provide:

$300 -281.25 = $18.75 more savings per week.

18
Single-Server Waiting Line System
Effect of Operating Characteristics (5 of 6)

Table 1
Operating Characteristics for Each Alternative System
19
Single-Server Waiting Line System
Effect of Operating Characteristics (6 of 6)

Figure 2 Cost Trade-Offs for Service Levels

20
Single-Server Waiting Line System
Undefined and Constant Service Times
◼ Constant, rather than exponentially distributed service times,
occur with machinery and automated equipment.
◼ Constant service times are a special case of the single-server
model with undefined service times.
◼ Queuing formulas:

P0 = 1− 
 Wq =
Lq

2
 2 2 +   /   W = Wq + 
1
Lq =
2 1−  /  

L = Lq + 
 U=


21
Single-Server Waiting Line System
Undefined Service Times Example (1 of 2)
◼ Data: Single fax machine; arrival rate of 20 users per hour,
Poisson distributed; undefined service time with mean of 2
minutes, standard deviation of 4 minutes.
◼ Operating characteristics:

P0 = 1− 
 = 1 − 20 = .33 probability that machine not in use
30
2 2 2 2
  + /  
2 2   
 1/15 + 20/ 30
20 
 






Lq =   =
     
2 1−  /  
 
2 1− 20/ 30 
= 3.33 employees waiting in line

L = Lq + 
 = 3.33 + (20/ 30)
= 4.0 employees in line and using the machine
22
Single-Server Waiting Line System
Undefined Service Times Example (2 of 2)
◼ Operating characteristics (continued):

Lq 3.33
Wq = = = 0.1665 hour = 10 minutes waiting time
 20
W =Wq + 
1 = 0.1665 + 1 = 0.1998 hour
30
= 12 minutes in the system

U= =
 30
20 = 67% machine utilization

23
Single-Server Waiting Line System
Constant Service Times Formulas
◼ In the constant service time model there is no variability in
service times;  = 0.
◼ Substituting  = 0 into equations:
2 2 2  2  2
  +   /    0 +   /  
2 2   
 /  

 2
Lq = = =    = 
2 1−  /  
 
2 1−  /  
 
2 1−  /   2   −  


◼ All remaining formulas are the same as the single-server

formulas.

24
Single-Server Waiting Line System
Constant Service Times Example
◼ Car wash servicing one car at a time; constant service time of
4.5 minutes; arrival rate of customers of 10 per hour (Poisson
distributed).
◼ Determine average length of waiting line and average waiting
time.
 = 10 cars per hour,  = 60/4.5 = 13.3 cars per hour

Lq =  2
= (10)2
= 1.14 cars waiting
2( −  ) 2(13.3)(13.3 −10)
Lq 1.14
Wq = = = 0.114 hour or 6.84 minutes waiting time
 10

25
Finite Queue Length

◼ In a finite queue, the length of the queue is limited.

◼ Operating characteristics, where M is the maximum number
in the system:
n
P0 = 1 −  /  
 
Pn = ( P0)    for n  M
1− ( /  )M +1  

M +1
L =  /  − ( M + 1)( /  ) Lq = L −  (1− PM )
1−  /  1− ( /  )M +1

W= L Wq =W − 
1
 (1− PM )

26
Finite Queue Length Example (1 of 2)

Metro Quick Lube single bay service; space for one vehicle in
service and three waiting for service; mean time between arrivals of
customers is 3 minutes; mean service time is 2 minutes; both inter-
arrival times and service times are exponentially distributed;
maximum number of vehicles in the system equals 4.

Operating characteristics for  = 20,  = 30, M = 4:

P0 = 1−  /  = 1− 20/ 30 = .38 probability that system is empty

1− ( /  )M +1 1− (20/ 30)5
n= M 4

 
PM = ( P )  

 
= (.38)  = .076 probability that system is full
20
0  
  30 

27
Finite Queue Length Example (2 of 2)

Average queue lengths and waiting times:

 /  ( M + 1)(  /  ) M +1
L= −
1−  /  1− ( /  )M +1

(5)(20/ 30)5
L= 20/ 30 − = 1.24 cars in the system
1− 20/ 30 1− (20/ 30)5

Lq = L −  (1− PM ) = 1.24 − 20(1− .076) = 0.62 cars waiting

30

W= L = 1.24 = 0.067 hours waiting in the system

 (1− PM ) 20(1− .076)

Wq =W − 
1 = 0.067 − 1 = 0.033 hour waiting in line
30

28
Finite Calling Population

◼ In a finite calling population there is a limited number of

potential customers that can call on the system.
◼ Operating characteristics for system with Poisson arrival and
exponential service times:
P0 = 1
n
N N !   
 ( N − n)!  
n=0  

where N = population size, and n = 1, 2,...N

n
Pn = N ! 
 
Lq = N − 

 −  
 (1 − P )
( N − n)! 
  P0






   0

Lq
L = Lq + (1− P0 ) Wq = W =Wq + 
1
( N − L)
29
Finite Calling Population Example (1 of 2)

Wheelco Manufacturing Company; 20 machines; each

machine operates an average of 200 hours before breaking
down; average time to repair is 3.6 hours; breakdown rate is
Poisson distributed, service time is exponentially distributed.

Is repair staff sufficient?

 = 1/200 hour = .005 per hour
 = 1/3.6 hour = .2778 per hour
N = 20 machines

30
Finite Calling Population Example (2 of 2)

P0 = 1
n = .652
20 20!  .005 
 (20 − n)! .2778 
n=0  

Lq = 20 − .005 + .2778  1− .652  = .169 machines waiting

.005
L = .169 + (1− .652) = .520 machines in the system

Wq = .169 = 1.74 hours waiting for repair

(20 − .520)(.005)

W = 1.74 + 1 = 5.33 hours in the system

.2778
…System seems woefully inadequate.

31
Multiple-Server Waiting Line (1 of 3)

Figure 3
32
Multiple-Server Waiting Line (2 of 3)

◼ In multiple-server models, two or more independent

servers in parallel serve a single waiting line.

◼ Biggs Department Store service department; first-come,

first-served basis.

33
Multiple-Server Waiting Line (3 of 3)

Customer Service
System at Biggs
Department Store

34
Multiple-Server Waiting Line
Queuing Formulas (1 of 3)
◼ Assumptions:
▪ First-come first-served queue discipline
▪ Poisson arrivals, exponential service times
▪ Infinite calling population.
◼ Parameter definitions:
▪  = arrival rate (average number of arrivals per time period)
▪  = the service rate (average number served per time period)
per server (channel)
▪ c = number of servers
▪ c  = mean effective service rate for the system (must exceed
arrival rate)

35
Multiple-Server Waiting Line
Queuing Formulas (2 of 3)

P0 =  1 = probability no customers in system

n=c−1 1    
n

  c c
  
 n!    + c!    c −  
 1
    

 n=0    

  

n
Pn = 1   
P0 for n  c
c!cn−c 
 
 
 

n

 
Pn = n    P0 for n  c = probability of n customers in system
1
 

L=  ( /  )c
P0 +   = average customers in the system
(c −1)!(c −  )2 

W = L = average time customer spends in the system



36
Multiple-Server Waiting Line
Queuing Formulas (3 of 3)

Lq = L − 
 = average number of customers in the queue
Lq
Wq =W −  = = average time customer is in the queue
1

c
Pw =    c P0 = probability customer must wait for service

 
1
c!  c  − 

37
Multiple-Server Waiting Line
Biggs Department Store Example (1 of 2)
 = 10,  = 4, c = 3

P0 =  1

 0 1 2
 
3
 1  10  + 1  10  + 1  10   + 1  10  3(4)
 

 0! 4  1! 4  2! 4   3! 4  3(4) −10
 

= .045 probability of no customers

(10)(4)(10/4) 3
L= (.045) + 10
(3 −1)![3(4) −10]2 4

= 6 customers on average in service department

W = 6 = 0.60 hour average customer time in the service department

10

38
Multiple-Server Waiting Line
Biggs Department Store Example (2 of 2)

Lq = 6 − 10
4
= 3.5 customers on the average waiting to be served

Wq = 3.5
10
= 0.35 hour average waiting time in line per customer

 
3
Pw = 1 10

3(4) (.045)

3! 4 3(4) −10





= .703 probability customer must wait for service

39
Additional Types of Queuing Systems (1 of 2)

Figure 4 Single Queues with Single and Multiple Servers in Sequence

40
Additional Types of Queuing Systems (2 of 2)

Other items contributing to queuing systems:

▪ Systems in which customers balk from entering system, or
leave the line (renege).
▪ Servers who provide service in other than first-come,
first-served manner
▪ Service times that are not exponentially distributed or are
undefined or constant
▪ Arrival rates that are not Poisson distributed
▪ Jockeying (i.e., moving between queues)

41
Example Problem Solution (1 of 5)

Problem Statement: Citizens Northern Savings Bank loan

officer customer interviews.
Customer arrival rate of four per hour, Poisson distributed;
officer interview service time of 12 minutes per customer.

1. Determine operating characteristics for this system.

2. Additional officer creating a multiple-server queuing
system with two channels. Determine operating
characteristics for this system.

42
Example Problem Solution (2 of 5)

Solution:
Step 1: Determine Operating Characteristics for the Single-
Server System
 = 4 customers per hour arrive,  = 5 customers per
hour are served
Po = (1 -  / ) = ( 1 – 4 / 5) = .20 probability of no
customers in the system
L =  / ( - ) = 4 / (5 - 4) = 4 customers on average in
the queuing system
Lq = 2 / ( - ) = 42 / 5(5 - 4) = 3.2 customers on
average in the waiting line

43
Example Problem Solution (3 of 5)

Step 1 (continued):
W = 1 / ( - ) = 1 / (5 - 4) = 1 hour on average in the
system
Wq =  / (u - ) = 4 / 5(5 - 4) = 0.80 hour (48 minutes)
average time in the waiting line
Pw =  /  = 4 / 5 = .80 probability the new accounts
officer is busy and a customer must wait

44
Example Problem Solution (4 of 5)

Step 2: Determine the Operating Characteristics for the

Multiple-Server System.
 = 4 customers per hour arrive;  = 5 customers
per hour served; c = 2 servers

P0 =  1
n = c −1 1   n  1   c  c 
 n!    + c!    c −  



 n=0    
   

= .429 probability no customers in system

L= ( /  )c P +  
(c −1)!(c −  )2
0 

= 0.952 average number of customers in the system

45
Example Problem Solution (5 of 5)

Step 2 (continued):

Lq = L − 

= 0.152 average number of customers in the queue

1 = Lq
Wq =W − 

= 0.038 hour average time customer is in the queue
c c
Pw = 1 
 

c!  c  − 




Po
 

= .229 probability customer must wait for service

46