PROBLEM BASED LEARNING PROJECT REPORT

On
“Analysis of Queuing Theory and it’s application”
Under the guidance of-
Mr Arjun Verma
In partial fulfilment of the requirement for the
award of the Degree of Master of
Business Administration

Submitted at
DEPARTMENT OF BUSINESS ADMINISTRATION
BUNDELKHAND INSTITITUTE OF ENGINEERING
AND TECHNOLOGY
JHANSI, UP
 DECLARATION
We undersigned, herby declared that the problem-based learning. Discuss the
responses of Analysis of Queuing Theory and it’s application submitted in partial
fulfilment for the award of degree of master of business administration of A P J
Abdul Kalam Technological University is a Bonafede record of work done by us
under the guidance of (Mr Arjun Verma) (MBA Department) this PBL report has
not previously formed the basis for the award of any degree, diploma or similar
title of any university.
Date: - 1 May 2022
Name of students-
Mohit Kumar (2100430700025)
Praddumna Pandey (2100430700026)
Prakhar Mittal (2100430700027)
Prince Kumar Singh (2100430700028)
Ragini Yadav (2100430700029)
Rajat Kumar Choubey(2100430700030)
Rishu Yadav (2100430700031)
Sholi Yadav (2100430700032)
 CERTIFICATE
This is to certify that the PBL report title Analysis of Queuing Theory and it’s
application the responses of advertisement after posting platform) being
submitted by -
Mohit Kumar (2100430700025)
Praddumna Pandey (2100430700026)
Prakhar Mittal (2100430700027)
Prince Kumar Singh (2100430700028)
Ragini Yadav (2100430700029)
Rajat Kumar Choubey(2100430700030)
Rishu Yadav (2100430700031)
Sholi Yadav (2100430700032)
in partial fulfilment of the requirement for the award of the degree of master of
business administration is a Bonafede record of the PBL work done by MBA
1styear students of BIET JHANSI.

Name of guide- Mr Arjun Verma Sir

 ACKNOWLEDGEMENT
We would like to express my special thanks of gratitude to my guider (Mr Arjun
Verma Sir) who gave us the golden opportunity to do this wonderful PBL
“Analysis of Queuing Theory and it’s application” Who also helped me in guiding
for my project work by this we came to know about so many new things We are
really thankful to them Secondly, we would like to thanks my parents and friends
who helped me a lot in finalizing this project work within the limited time frame.
Name Mohit Kumar (2100430700025)
Praddumna Pandey (2100430700026)
Prakhar Mittal (2100430700027)
Prince Kumar Singh (2100430700028)
Ragini Yadav (2100430700029)
Rajat Kumar Choubey(2100430700030)
Rishu Yadav (2100430700031)
Sholi Yadav (2100430700032)
 Index
Sr no.

1 Abstract 6

2 Introduction 7

3 8
Queuing Theory

4 Importance of 9
Queuing Theory
5 Application of 10
queuing theory
6 Methodology 11-15

7 Conclusion 15
 Abstract
This paper contains the analysis of Queuing systems for the empirical data of
supermarket checkout service unit as an example. One of the expected gains
from studying queuing systems is to review the efficiency of the models in
terms of utilization and waiting length, hence increasing the number of queues
so customers will not have to wait longer when servers are too busy. In other
words, trying to estimate the waiting time and length of queue(s), is the aim of
this research paper. We may use queuing simulation to obtain a sample
performance result and we are more interested in obtaining estimated solutions
for multiple queuing models. This paper describes a queuing simulation for a
multiple server process as well as for single queue models. This study requires
an empirical data which may include the variables like, arrival time in the
queue of checkout operating unit (server), departure time, service time, etc. A
questionnaire is developed to collect the data for such variables and the
reaction of the ICA Supermarket from the customers separately. This model is
developed for a sales checkout operation in ICA supermarket, Borlänge. The
model designed for this example is multiple queues multiple-server model. The
model contains five servers which are checkout sales counters; attached to each
server is a queue. In any service system, a queue forms whenever current
demand exceeds the existing capacity to serve. This occurs when the checkout
operation unit is too busy to serve the arriving costumers, immediately
 Introduction
Queuing theory is the mathematical study of queuing, or waiting in
lines. Queues contain customers (or “items”) such as people, objects, or
information. Queues form when there are limited resources for providing
a service. For example, if there are 5 cash registers in a grocery store,
queues will form if more than 5 customers wish to pay for their items at the
same time.

A basic queuing system consists of an arrival process (how customers

arrive at the queue, how many customers are present in total), the queue
itself, the service process for attending to those customers, and departures
from the system.

Mathematical queuing models are often used in software and business to

determine the best way of using limited resources. Queuing models can
answer questions such as: What is the probability that a customer will wait 10
minutes in line? What is the average waiting time per customer.

The following situations are examples of how queuing theory can be applied:

 Waiting in line at a bank or a store

 Waiting for a customer service representative to answer a call after the
call has been placed on hold
 Waiting for a train to come
 Waiting for a computer to perform a task or respond
 Waiting for an automated car wash to clean a line of cars
 Queuing Theory

Queuing theory (or queuing theory) refers to the mathematical study of

the formation, function, and congestion of waiting lines, or queues.
At its core, a queuing situation involves two parts.

1. Someone or something that requests a service—usually referred to

as the customer, job, or request.
2. Someone or something that completes or delivers the services—
usually referred to as the server.

To illustrate, let’s take two examples. When looking at the queuing

situation at a bank, the customers are people seeking to deposit or
withdraw money, and the servers are the bank tellers. When looking at
the queuing situation of a printer, the customers are the requests that
have been sent to the printer, and the server is the printer.

Queuing theory scrutinizes the entire system of waiting in line, including

elements like the customer arrival rate, number of servers, number of
customers, capacity of the waiting area, average service completion time,
and queuing discipline. Queuing discipline refers to the rules of the
queue, for example whether it behaves based on a principle of first-in-
first-out, last-in-first-out, prioritized, or serve-in-random-order.
 Importance of Queuing Theory
 Waiting in line is a common occurrence in everyday life because it
serves various key functions as a process. When there are limited
resources, queues are a fair and necessary manner of dealing with
the flow of clients. If there isn't a queuing process in place to deal
with overcapacity, bad things happen.
 For example, if a website has too many visitors, it will slow down and
fail if it does not include a mechanism to adjust the speed at which
requests are processed or a mechanism to queue visitors. Consider
planes waiting to land on a runway. When there are too many planes
to land at once, the lack of a queue has actual safety issues when
jets try to land at the same time.
 Queuing theory is significant because it helps to describe queue
characteristics such as average wait time and gives tools for queue
optimization.
 Queuing theory influences the design of efficient and cost-effective
workflow systems from a commercial standpoint
 Applications of Queuing Theory

Queuing theory finds its application in various sectors. Few are listed below:
 Telecommunications
 Transportation
 Logistics
 Finance
 Emergency services
 Computing
 Industrial engineering
 Project management

Little’s Law
Little's law developed by John little asserts that the long-term average number L
of customers in a stationary system is equal to the long-term average effective
arrival rate λ multiplied by the average time W that a customer spends in the
system in queuing theory. Little’s law is a topic within the mathematical
probability and queuing theory.
L=λW
Where
L is the average number of customers in the system.
λ is the average arrival rate into the system.
W is the average amount of time spent in the system.
Although it appears to be a simple result, it is rather surprising because the link
is unaffected by the arrival process distribution, service distribution, service
order, or virtually everything else.
 METHODOLOGY
Queuing Models with Single Stage (facility)
The term queuing system is used to indicate a collection of one or more waiting
lines along with a server or collection of servers that provide service to these
waiting lines. The example of ICA supermarket is taken for queuing system
discussed in this chapter include: 1) a single waiting line and multiple servers
(fig.1), 2) multiple waiting lines (arranged by priority) and multiple servers (fig.2)
, and 3) a single waiting line and a single server (fig.3). All results are presented
in next chapter assuming that FIFO is the queuing discipline in all waiting lines
and the behaviour of queues is jockey1.
Assumptions a) Arrivals of customers follow a Poisson process i. The number of
the customers that come to the queue of sales checkout server during time
period [t, t+s) only depends on the length of the time period ‘s’ but no
relationship with the start time ‘t’
ii. If s is small enough, there will be at most one customer arrives in a queue of a
server during time period [t, t+s) Therefore, the number of customers that
arrive in an interval [t, t+s) follows a Poisson distribution and the arrivals of
them in a queue follows a Poisson process.

Similarly, the random variables, ,... ,... 1 2 n τ τ τ of inter arrival times are
independent of each other and each has an exponential distribution with mean
µ/ 1
c) Service times are exponentially distributed This has been examined by Q-Q
plot of collected data given below. The length of the time between arrivals and
departures contain the length of the queue and the service time. So the service
times are exponentially distributed. Q-Q plot shows the service time is
exponentially distributed
And there is one more thing to mention is that there are only a few points on
the graph but the number of observations in the original data is nearly 100. The
reason for this condition is that, the data was not observed per seconds,
whereas service may vary per second. Therefore, some service time has
identical value of time.
d) Identical service facilities (same sales checkout service on each server)
e) No customer leaves the queue without being served
f) Infinite number of customers in queuing system of ICA (i.e. no limit for queue
capacity)
g) FIFO (First In First Out) or FCFS (First Come First Serve) Customers arriving
from different flows are treated equally by placing into the queues, respecting
strictly, their arriving order. Already in the queue are served in the same order
they entered, this means, first customer that comes in the queue is the first one
that goes out. All customers arriving in the queuing system will be served
approximately equally distributed service time and being served in an order of
first come first serve, whereas customer choose a queue randomly, or choose
or switch to shortest length queue. There is no limit defined for number of
customers in a queue or in a system.
Basic Queuing Process
Customers requiring service are generated over time by an input source. The
required service is then performed for the customers by the service mechanism,
after which the customer leaves the queuing system. We can have following
two types of models: One model will be as Single-queue Multiple Servers model
(fig.1) and the second one is Multiple-Queues, Multiple-Servers model (fig.2)
(Sheu, C., Babar S. (Jun 1996)).
In these models, three various sub-processes may be distinguished:
• Arrival Process: includes number of customers arriving, several types of
customers, and one type of customers’ demand, deterministic or stochastic
arrival distance, and arrival intensity. The process goes from event to event, i.e.
the event “customer arrives” puts the customer in a queue, and at the same
time schedules the event “next customer arrives” at some time in the future.
• Waiting Process: includes length of queues, servers’ discipline (First In First
Out). This includes the event “start serving next customer from queue” which
takes this customer from the queue into the server, and at the same time
schedules the event “customer served” at some time in the future. • Server
Process: includes a type of a server, serving rate and serving time. This includes
the event “customer served” which prompts the next event “start serving next
customer from queue”. (Troitzsch, 2006)
The Queuing model is commonly labelled as M/M/c/K, where first M represents
Markovian2 exponential distribution of inter-arrival times, second M represents
Markova exponential distribution of service times, c (a positive integer)
represents the number of servers, and K is the specified number of customers in
a queuing system. This general model contains only limited number of K
customers in the system. However, if there are unlimited number of customers
exist, which means K = ∞, then our model will be labelled as M/M/c (Hillier &
Lieberman, 2001.)

Notations & their Description for single queue and parallel multiple servers
model (fig.1) assuming the system is in steady-state condition
There are no predefined formulas for networks of queues, i.e. multiple queues
(fig.2). A complexity of the model is the main reason for that. Therefore, we use
notations and formulas for single queue with parallel servers. In order to
calculate estimates for multiple queues multiple servers’ model, we may run
simulation.
 Conclusion

Queuing models can assist explain the math behind how queues work. When it
comes to human line-ups, however, queue psychology is crucial to comprehend
the experience. According to queue psychology studies, it's not how long
individuals wait that affects whether they have a great or negative line
experience, but how they feel while waiting. Little's Law is useful because it
allows us to solve important variables such as the average wait time in a queue
or the number of customers in a queue using only two other inputs.