I.T.A.

M
Project Report

Under the guidance of

Dr. O.P.Wali

Group : 2 Section A

MBA- IB 2010-12

Team Members:
Atish Kumar ( 1)
Ankur Bajaj (12)
Arun Pandit (16)
Kuldeep Kishore Rana()
V. Karthik()
Introduction

Overview of Extend Sim:

ExtendSim is a powerful, leading edge simulation tool. Using ExtendSim, you can develop
dynamic models of real-life processes in a wide variety of fields. Use ExtendSim to create
models from building blocks, explore the processes involved, and see how they relate. Then
change assumptions to arrive at an optimum solution. ExtendSim and your imagination are all
you need to create professional models that meet your business, industrial, and academic
needs.

Simulation with ExtendSim

ExtendSim is an easy-to-use, yet extremely powerful, tool for simulating processes. It helps
you understand complex systems and produce better results faster. With ExtendSim you can:

Predict the course and results of certain actions

Gain insight and stimulate creative thinking

Visualize your processes logically or in a virtual environment

Identify problem areas before implementation

Explore the potential effects of modifications

Confirm that all variables are known

Optimize your operations

Evaluate ideas and identify inefficiencies

Understand why observed events occur

Communicate the integrity and feasibility of your plans

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Overview of the Project

As the size of the world’s population increases so do the number of queues and their
queue length. In the business world, more customers means more business transactions. Out
of the many ways to attract customers, an efficient queuing system plays an important role as
it reduces a customer’s waiting time. As a result, the shorter waiting time makes customers
happy, and one thing for sure is that a happy customer will come back for business again.

This project begins with a description of the single-channel and multiple-channels queuing
systems and their influence on a customer’s waiting time and wait probability with respect to
ATM machines.

We use discrete-event simulation program to verify the data,

General Queue

In a queuing system, the calling population is assumed to be infinite. That is, if a unit
leaves the calling population and joins the waiting line or enters service, there is no change in
the arrival rate.
Figure 1 shows the model used to analyze a general queue.

The arrivals occur one at a time in a random order and once the customer joins the queuing
system he will eventually receive the service.

Figure 1: A Simple Queue

The arrival rate and services are modelled as variables which follow statistical
distributions. If the arrival rate is greater than the service rate, the waiting line will grow
without bound.

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Single-Channel Queuing System

The single-channel queuing system can be seen in places such as banks and post
offices, where one single queue will diverge into a few counters. The moment a customer
leaves a service station, the customer at the head of the queue will go to the server. The
disadvantage of a single-channel queue is that the queue length seems to be very long, thus it
can discourage customers from joining the queue.

Multiple-Channels Queuing System

The multiple-channels queuing system is commonly observed in fast food restaurants
like KFC, Burger King, McDonalds, etc. It is a system whereby the customers line up in rows
directly in front of each server. They are arranged in relatively straight lines that do not
converge. Generally, the customers in a multiple-channels queue feel happier because the
queue length is shortened as they are distributed to different counters.

Figure 3: Multiple-Channels Queuing System

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DISCRETE–EVENT SIMULATION OF QUEUING SYSTEMS

The type of queuing system a business uses is an important factor in determining how
efficient the business is run. In this project, we examine two types of queuing systems: the
single-channel and the multiple-channels queues. We use computer programs to simulate the
queues and predict the queue length, waiting time etc .
The input to the simulation program is based on the random generated data based on
normal distribution and the assumptions made by the team. The discrete–event simulation
approach is used to model the queuing systems and to analyze them. The goal of the project is
to optimize the ATM system with respect to the customer waiting time.

The key metrics on which the waiting line management has been defined:

1. Average queuing time

2. Average queue length (# of customers in line)
3. Total Departures
4. Delay

MATERIALS AND METHODS

This project evaluates the performance of single-channel and multiple-channels

queuing systems. To do this, we first went to an ATM to collect the statistical data. We spent
few hours recording inter-arrival times and service times.
Using the data collected as the input to the discrete-event simulation program, we set
up two simulators for predicting the behaviour of a single-channel queue and a multiple-
channels queue respectively.
The purpose of using simulation technique to analyze the collected data is to avoid
costly design errors, and to analyze the behaviours of the existing systems. More importantly,
simulation can be used to predict the performance of the existing system when the input
parameters such as the arrival rate and service rate are changed.
Simulation technique can also be applied to analyze the behaviours of system which
has not even been created yet .

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Materials Used
The first phase of this project is data collection. We used stopwatches to time the inter-arrival
time and service time, and calculate the average timings as shown
Data Collected at ATM at Katwaria Sarai

Inter Arrival Rate Time in seconds Service Time in seconds

Average 35 120

Methods
Discrete–Event Approach
Discrete event is a technique used to model the real-world scenarios. In the queuing
model two types of events are used, namely arrival and departure . The arrival corresponds to
the real-world event when a customer reaches a service station, and the departure corresponds
to the event when the customer leaves. Due to the causality constraints, the arrival event for a
customer must be executed before its departure event. Each event has a timestamp
corresponding to the wall-clock time when it occurs. Discrete-event technique has been
widely used in the simulation of communication and transportation systems, such as
telephone networks, seaport and airport operations, etc.

Queueing disciplines used:

There are several predefined scheduling algorithms, also known as queueing disciplines, in
the Discrete Event.

 The Queue FIFO block represents a first-in, first-out or first-come, first-served queue.
 The Buffer block acts like a FIFO queue.

The queue we have considered for this project is a first-in-first-out (FIFO) queue. The
maximum length of the queue has been set to 1000 on the basis of the inputs scaled down to
the sample for illustration. Beyond this number, the simulation stops, indicating that the queue
size is not optimal for the input delay times and process outlay.

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Block Details

Block (Library) Description

The Executive block from the Discrete Event library is a special block
that must be included in all discrete event simulations.
Exe
cutive (DE)
The block labeled "Customers come in front door" is a Generator block
from the Discrete Event library. The Generator block is used to generate
items (in this case, customers coming in the door) at arrival times
Generator (DE) specified through the dialog.
1. When customers enter the bank, the customers wait in line. This
type of line is called a queue.
2. If a teller is free, the customer automatically leaves the queue and
goes to the teller.
3. If no teller is free, the customers wait in the queue until a teller is
ready.
4. Through its connectors, the block reports the length of the line (L)
and the time spent waiting (W).
Queue FIFO (DE)
This block is the Queue FIFO block from the Discrete Event library.
("FIFO" stands for "first-in, first-out".) There is no delay in this block
unless there are no free tellers, in which case the delay equals the time
spent waiting for a teller.
The customer goes to the first available teller, represented by an Activity
Delay block from the Discrete Event library. If more than one teller is
free, the customer will arbitrarily go to any available teller. The customer
is then delayed at the teller by the amount of time assigned in each
Activity Delay (DE) Activity Delay block.

After the delay, the customer goes to the Exit (4) block which takes the
customer out of the simulation. The Exit block comes from the Discrete
Event library. The connector at the top outputs the total number of
customers that have come into the block.
Exit (4) (DE)

The Discrete Event plotter, from the Plotter library, shows the results of
the simulation.
Plotter DE
(Plotter)

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Running the simulation

The model runs for a simulated 60 time units. While the model runs, Extend displays the
results on the plotter- a discrete plotter in this case.

Conclusion :

This project has evaluated the performance of single-channel and multiple-channels

queues using the discrete-event simulation technique.
Our simulation results show that a single-channel queue is more efficient than a
multiple-channels queue.

Snapshots

1) Max Queue Length: 1000 and Type: FIFO

2) Activity and time Delay : 2 minutes

Approximate time spent per person using an ATM machine

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3) Random Generator based on Normal Distribution
Mean Arrival time 35 Seconds with a deviation of +/- 15 Seconds

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4) Multiple Queue ATM System Simulation

 We have taken 3 queues in this Multi-Channel Queuing System.

 The Delay or the average time per customer per ATM Machine is 2 minutes or 120
secs.
 There are 3 waiting lines based on buffer system and FIFO queuing.
 The no. of people leaving the ATM machines is measured and stored by the Exit
block.
 The combined data of the waiting line and the exit block are feed into the plotter via
an adder.
 Thereafter the simulation is run and data analyzed from the plotter output.

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5) Single Queue ATM system Simulation:

 Single Channel Queuing system with one queue and 3 ATM machines.
 The Delay or the average time per customer per ATM Machine is 2
minutes or 120 secs.
 There is 1 waiting lines based on buffer system and FIFO queuing.
 The data from waiting line and Exit Block is feed into plotter to run
simulation and thereafter analyze the data.

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6) Plotter Diagram based on simulation run of Multiple Channel System.

Here we can see the plotter graph made from the inputs of the
waiting queue and the exit queue based upon the average arrival rate i.e.
35 seconds with a standard deviation of 15. And we also consider the
average processing time or the time taken by each person at the ATM
machine to be 2 minutes or 120 seconds.

So based upon the arrival rate, waiting queue and the no. of
people who exit the system in a Multi channel setup we can see the
graph plotted by the plotter depicting exit rate from the booth and the
queue length during that time.

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7) Plotter Diagram based on simulation run of Single Channel System.

Here we can see the plotter graph made from the inputs of the
waiting queue and the exit queue based upon the average arrival rate i.e.
35 seconds with a standard deviation of 15. And we also consider the
average processing time or the time taken by each person at the ATM
machine to be 2 minutes or 120 seconds. So based upon the arrival rate,
waiting queue and the no. of people who exit the system in a Single
channel setup we can see the graph plotted by the plotter depicting exit
rate from the booth and the queue length during that time.
This give us a clear idea about the optimization achieved in a single
channel system. It may appear to be less efficient or longer due to the
physical queue size but in practical situation it tends to be more efficient
in similar situation using multiple channel.

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