Waiting Time management

What is waiting time economics

Queuing System

Waiting line methods

Quiz

Home work
Waiting Time management

Retail cash counter Queue

McDonald’s Queue Bank Queue

Why Queue ???

Why Waiting Time ??

1. Limited Resources
Longer Queue
2. Peak Hours requirement

3. Seasonal sale Capacity

Additional Resources will need

additional costs

 Manpower

 Equipment's

 Tools
$
Managing Waiting time

1. Segment the customers :- Quick services will have separate queues …Retail Buying below
INR 100 , Buying Regular lunch meals

2. Training to server to be friendly :- Explain why queue is there today

3. Inform your customer what you expect :- Boarding flight lines ---Children , Old
first , Raw wise boarding 20-30 first then 10 to 20 then 0- 10

4. Divert attention while waiting --- offer some entertainment

5. Encourage to come during Slack period …. Discount offers –

Managing Waiting time- Queuing System

Cost of Providing additional service vs Cost of waiting time

Basic Components

 Customer Arrival

 Servicing system

 Actual Waiting – existing system

 Managing Waiting time- Queuing System costs

Optimum
Service level

Total cost
Cost of Operating
Service facility

Cost of providing
services Total time = Waiting time + Service time

Cost of Waiting
time
Service level
The cost of customer waiting includes the salaries
paid to employees while the wait for service
(mechanic waiting for tools, the drivers of trucks
waiting to unload)
Main Things to learn about The Queuing system

Customer
source Finite /
Infinite

Arrival Rate
Distribution
a. Constant
b. Random
1. Exponential
2. Poisson

Arrival Pattern Degree of Patience

1. Controllable 1. Patient …….In line and stay
2. Uncontrollable 2. Impatient

Size Of Arrival
1. Single
2. Batch ---Customer in group
Main Things to learn about The Queuing system

Population source

Finite Population :- Limited size customers pool that

will use the services , If you have only six machines to
repair then customer population is finite

Infinite Population :- Large number of customer pool

that will use the services , For example large number of
people will gather to take sweets during festival season
Main Things to learn about The Queuing system
Arrival Rate is the no of customers that arrives in Unit time or expected to arrive in unit time
Arrival Patterns
10 am
Constant:- Exactly same time between two successive arrivals 11 am
Gate 12 am
Random :- Customer arrival randomly no specific time
1 pm
10 am
Gate
10;30 am
Exponential Pattern Poisson Pattern 10: 45am
Probability distribution associated with the
Probability distribution associated with the number of 1 pm
time between arrivals
arrivals between each time period
Main Things to learn about The Queuing system

Finite / Infinite

Distribution
a. Constant
b. Random
1. Exponential Arrival Pattern Line Length
2. Poisson
1. Controllable
Number of Lines
2. Uncontrollable
with multiple
Size Of Arrival servers

1. Single Queue Discipline

2. Batch ---Customer in group
Degree of Patience
1. Patient …….In line and stay
2. Impatient
First come first serve
Emergency first
Reservations first
Highest profit customer first
“Customer shall know the rule”
Line Structures

Barber---Single line single task

Car Wash—Single line multi tasks …

Bank Teller Single Window.. Single task Multichannel :-

To reduce Service time
and the Waiting time
Bank Teller Multi windows.. Multi tasks

Single lines merged into main line ….

Subassembly line merge red into single main line

Chanel switching happens after completion

of service Multiple channels and phases
may vary
Line Structures ---Vodaphone
Vodafone is one of the leading global
telecommunications companies in the world. The
company operates in more than 30 countries worldwide.
The company has a customer base of approximately 360 Long queue and Highest
million subscribers. The employees working for the waiting time
organization are more than 8000 (Vodafone Limited,
2014). The company has made significant investments in
the industry. It is associated with innovativeness and the
Ooverwhelm customers---
provision of award-winning customer care Huge Idle time due to
services……2014 increased servers

The problem of clients waiting in long queues arises

either due to jammed traffic or as a result of inadequate Solution was to establish Multichannel
customer care service assistants. As a – Single Phase operations
telecommunications company, Vodafone faces challenges
associated with these long queues in its networks.

Most of the services are Automatic

telling machines through data base
Main Things to learn about The Queuing system

Finite / Infinite Return to source population

Low Probability of immediate

Distribution
return back
a. Constant
b. Random
1. Exponential Arrival Pattern Line Length
2. Poisson
1. Controllable
Number of Lines
2. Uncontrollable
with multiple
Size Of Arrival servers

1. Single Queue Discipline

2. Batch ---Customer in group
Degree of Patience
1. Patient …….In line and stay
2. Impatient
First come first serve
Emergency first
Reservations first
Highest profit customer first
“Customer shall know the rule”