Interarrival (mins) Prob Vodafone Offline Help Desk

12 0.1 The inter-arrival time of customers follow the distribution given to the left. Custome
13 0.2 as per their random arrival time in mins and wait for their turn to get serviced. Each

15 0.4 server as per the random service time which is normally distributed with mean 15 m
17 0.2 , the customer leaves once he is served. For a very busy day consisting of approxima
18 0.1 make a simulation model to analyze the queue focus measures. Calculate the avera
and the avg. waiting time per customer in the system (queue + service time) assumi
2 cases (A or B) given below. Also find avg and max queue size and total server idle
Calculate the confidence intervals for the queue focus measures calculated above ?
Check sensitivity of queue focus measures to the reduction in mean and std of servi

Case A : There are no drop offs in the queue, customers patiently

(this is the standard queue simulation)
Case B: Customers wait a max of 5 mins after which they leave if
How do drop offs by the customers effect your queue ? (p
Average Inter Arrival Time (Drop offs are called Renege)
15 Case C: Find out what happens when the avg service time change
This emphasizes the SERVER UTILIZATION RHO = arrival ra
RHO range = 10/15 to 16/15 i.e. 0.667 to 1.0667
(the onset of Chaos in a queue)
F(X) X
0 12 0.1
0.1 13 0.2
0.3 15 0.4
0.7 17 0.2
0.9 18 0.1
 Mean Service = (min)
15
ution given to the left. Customers arrive Avg Q L = (day 1)
their turn to get serviced. Each customer gets serviced by a 0.6 ppl

ally distributed with mean 15 min and std 3 mins

usy day consisting of approximately 9 hours of service time, AvgQ Wait T = (day 1)
measures. Calculate the average queue waiting time per customer 2.83511736677233 min
(queue + service time) assuming the
queue size and total server idle time ? Max Q L = (day 1)
s measures calculated above ? 2 ppl
uction in mean and std of service times as well as Drop Off Time ?
Hours Simulated =
ue, customers patiently wait till their turn. Is the queue stable ? 9.71666666666667 hrs

after which they leave if they don’t get a turn to be serviced.

ers effect your queue ? (parameter)

avg service time changes from 10 min to 16 min to the Avg Q waiting time in A) and B)
IZATION RHO = arrival rate / service rate for queue stability.
0.667 to 1.0667

Avg Q L = (Day 1)
0.66666666666667 ppl
Cust No Inter Arrival Times Arrival Time Ser Start Time Service Time Ser End Time Ser Idle Time
1 15 0 0 17.52025446 17.52025446 0
2 15 15 17.520254464 14.71851173 32.2387662 0

3 13 30 32.238766197 10.89645189 43.13521808 0

4 17 43 43.135218083 13.77207038 56.90728846 3.092711535
5 13 60 60 9.564095046 69.56409505 3.435904954
6 12 73 73 12.47755279 85.47755279 0
7 17 85 85.477552787 14.85379131 100.3313441 1.668655903
8 17 102 102 13.88385203 115.883852 3.116147969
9 15 119 119 14.75761916 133.7576192 0.242380842
10 17 134 134 16.68896515 150.6889651 0.311034855
11 17 151 151 18.36229399 169.362294 0
12 15 168 169.36229399 9.982248453 179.3445424 3.65545756
13 17 183 183 13.80770091 196.8077009 3.192299094
14 13 200 200 15.09800332 215.0980033 0
15 13 213 215.09800332 13.87252291 228.9705262 0
16 18 226 228.97052623 14.37857074 243.349097 0.650903023
17 15 244 244 14.59001607 258.5900161 0.40998393
18 15 259 259 13.10483026 272.1048303 1.895169735
19 17 274 274 13.34150353 287.3415035 3.65849647
20 13 291 291 14.32900312 305.3290031 0
21 15 304 305.32900312 8.734388651 314.0633918 4.93660823
22 13 319 319 12.75560242 331.7556024 0.244397584
23 17 332 332 18.72498073 350.7249807 0
24 18 349 350.72498073 11.92290285 362.6478836 4.352116424
25 15 367 367 17.05495415 384.0549541 0
26 15 382 384.05495415 17.70771451 401.7626687 0
27 15 397 401.76266865 16.01912528 417.7817939 0
28 15 412 417.78179393 14.40349641 432.1852903 0
29 12 427 432.18529034 19.3654058 451.5506961 0
30 15 439 451.55069614 11.3290785 462.8797746 0
31 13 454 462.87977464 11.6615259 474.5413005 0
32 17 467 474.54130054 6.034581925 480.5758825 3.424117534
33 12 484 484 19.62629065 503.6262907 0
34 17 496 503.62629065 14.91144806 518.5377387 0
35 15 513 518.53773871 17.15620365 535.6939424 0
36 13 528 535.69394236 17.68128131 553.3752237 0
37 13 541 553.37522367 13.70641071 567.0816344 0
38 12 554 567.08163438 13.47675694 580.5583913 0
39 17 566 580.55839132 17.63055445 598.1889458 0
40 18 583 598.18894577 15.53899139 613.7279372
Q Wait Time Sys Wait Time Q Length
0 17.520254464 1
0.5855443 15.304056033 1

2.74157492 13.638026806 1
5.104751869 18.876822251 0 Av Ser Time Av Q Wait T Av Q Len
2.75883797 12.322933016 0 15 2.83511737 0.6
0 12.477552787 1 11 0.57251421 0.275
5.22344626 20.077237569 0 12 0.61388001 0.275 Ser Time VS
8.230429727 22.114281758 0 13 0.99354438 0.375 200
10.86748878 25.625107935 0 14 3.64859421 0.425 180
160
8.741558502 25.430523648 0 15 5.74518507 0.6 140
120
7.811755458 26.174049445 1 16 31.54093 2.625
100
1.399912505 11.382160957 0 17 58.4292756 2.95 80
60
0 13.807700906 0 18 43.032807 2.9 40
20
0 15.098003319 1 19 55.7612418 4.175 0
2.28932605 16.161848964 1 20 106.758546 5.5 10 12 14 16

0.417564058 14.796134801 0 21 120.348361 5.125

Ser Time
0 14.59001607 0 22 145.273456 6.725
10
0 13.104830265 0 23 168.713162 6.65 8
2.387510065 15.729013595 0 24 182.297878 7.875 6
0 14.329003118 1 25 186.323812 7.45 4
0 8.7343886511 0 2
0 12.755602416 0 0
10 12 14 16
0 18.724980731 1
0 11.922902845 0
0 17.054954147 1 As service time goes up beyond rho
0 17.707714507 1 This is the finding of the traditional
3.98372075 20.002846026 1
4.517250093 18.920746502 1
6.87568327 26.241089072 1
5.207095631 16.536174136 1
1.366456752 13.027982648 1
4.649349117 10.683931042 0
0.577024726 20.203315381 1
5.714510914 20.625958969 1
0 17.15620365 1
1.395813362 19.077094675 1
4.338317823 18.044728529 2
3.168839967 16.645596907 1
5.984651237 23.615205689 1
7.066280568 22.605271955 0
 Ser Time VS Q Wait Time

12 14 16 18 20 22 24 26

Ser Time VS Q Len

12 14 16 18 20 22 24 26

time goes up beyond rho = 1, the Q Wait time goes up exponentially.

finding of the traditional queue model of operations management.
 Interarrival (mins) Prob Vodafone Offline Help Desk
12 0.1 The inter-arrival time of customers follow the distribution given to the left. Custome
13 0.2 as per their random arrival time in mins and wait for their turn to get serviced. Each

15 0.4 server as per the random service time which is normally distributed with mean 15 m
17 0.2 , the customer leaves once he is served. For a very busy day consisting of approxima
18 0.1 make a simulation model to analyze the queue focus measures. Calculate the avera
and the avg. waiting time per customer in the system (queue + service time) assumi
2 cases (A or B) given below. Also find avg and max queue size and total server idle
Calculate the confidence intervals for the queue focus measures calculated above ?
Check sensitivity of queue focus measures to the reduction in mean and std of servi

Case A : There are no drop offs in the queue, customers patiently

(this is the standard queue simulation)
Case B: Customers wait a max of 5 mins after which they leave if
How do drop offs by the customers effect your queue ? (p
Average Inter Arrival Time (Drop offs are called Renege)
15 Case C: Find out what happens when the avg service time change
Avg Q waiting time in A) and B). This emphasizes the SERV
RHO = arrival rate / service rate for queue stability. RHO r
(the onset of Chaos in a queue)
F(X) X
0 12 0.1
0.1 13 0.2
0.3 15 0.4
0.7 17 0.2
0.9 18 0.1
 Mean Service = (min)
15
ution given to the left. Customers arrive Avg Q L = (day 1)
their turn to get serviced. Each customer gets serviced by a 0.575 ppl

ally distributed with mean 15 min and std 3 mins

usy day consisting of approximately 9 hours of service time, AvgQ Wait T = (day 1)
measures. Calculate the average queue waiting time per customer 1.40650026952027 min
(queue + service time) assuming the
queue size and total server idle time ? Max Q L = (day 1)
s measures calculated above ? 1 ppl
uction in mean and std of service times as well as Drop Off Time ?
Hours Simulated =
ue, customers patiently wait till their turn. Is the queue stable ? 10.0666666666667 hrs

after which they leave if they don’t get a turn to be serviced. Drop Off Time =
ers effect your queue ? (parameter) 5 min

avg service time changes from 10 min to 25 min to the # of drops =

This emphasizes the SERVER UTILIZATION 5
or queue stability. RHO range = 10/15 to 16/15 i.e. 0.667 to 1.0667
Cust No Inter Arrival Times Arrival Time Q Status Temp St Time Ser Start Time Service Time
1 18 0 no wait 0 0 7.28905975
2 17 18 no wait 18 18 21.3214292

3 17 35 queue 39.321429201 39.321429201 14.92727721

4 15 52 queue 54.248706414 54.248706414 14.56551854
5 13 67 queue 68.814224949 68.814224949 14.79051791
6 15 80 queue 83.604742859 83.604742859 18.79681397
7 17 95 Drop Off 102.40155683 102.40155683 0
8 15 112 no wait 112 112 14.2968087
9 18 127 no wait 127 127 15.42913402
10 12 145 no wait 145 145 15.60940073
11 13 157 queue 160.60940073 160.60940073 13.5500397
12 17 170 queue 174.15944044 174.15944044 14.11926862
13 12 187 queue 188.27870906 188.27870906 10.6845395
14 15 199 no wait 199 199 16.44265172
15 13 214 queue 215.44265172 215.44265172 15.20577534
16 18 227 queue 230.64842707 230.64842707 17.75514051
17 15 245 queue 248.40356758 248.40356758 14.13285526
18 15 260 queue 262.53642283 262.53642283 12.6061229
19 15 275 queue 275.14254573 275.14254573 7.289059568
20 18 290 no wait 290 290 15.6770706
21 15 308 no wait 308 308 13.62506597
22 18 323 no wait 323 323 13.98536745
23 18 341 no wait 341 341 15.64911538
24 15 359 no wait 359 359 16.37748091
25 13 374 queue 375.37748091 375.37748091 15.85507544
26 17 387 queue 391.23255635 391.23255635 14.80866965
27 15 404 queue 406.041226 406.041226 10.03684494
28 15 419 no wait 419 419 13.40107626
29 17 434 no wait 434 434 12.83679292
30 15 451 no wait 451 451 12.95569298
31 13 466 no wait 466 466 13.61758427
32 17 479 queue 479.61758427 479.61758427 16.61348878
33 17 496 queue 496.23107304 496.23107304 16.78072664
34 15 513 queue 513.01179968 513.01179968 14.68483378
35 15 528 no wait 528 528 18.81862625
36 18 543 queue 546.81862625 546.81862625 16.63081245
37 17 561 queue 563.4494387 563.4494387 12.25624575
38 13 578 no wait 578 578 13.88574623
39 13 591 queue 591.88574623 591.88574623 15.49846451
40 17 604 queue 607.38421074 607.38421074 13.72416665
Ser End Time Ser Idle Time Q Wait Time Sys Wait Time Q Length
7.28905975 10.71094025 0 7.2890597495 0
39.3214292 0 0 21.321429201 1

54.24870641 0 4.321429201 19.248706414 1

68.81422495 0 2.248706414 16.814224949 1 Av Service Time
83.60474286 0 1.814224949 16.604742859 1 15
102.4015568 Null 3.604742859 22.401556833 1 11
102.4015568 9.598443167 5 5 0 12
126.2968087 0.703191295 0 14.296808705 0 13
142.429134 2.570865982 0 15.429134018 0 14
160.6094007 0 0 15.609400733 1 15
174.1594404 0 3.609400733 17.159440438 1 16
188.2787091 0 4.159440438 18.27870906 1 17
198.9632486 0.036751439 1.27870906 11.963248561 0 18
215.4426517 0 0 16.442651722 1 19
230.6484271 0 1.442651722 16.648427067 1 20
248.4035676 0 3.648427067 21.403567578 1 21
262.5364228 0 3.403567578 17.536422833 1 22
275.1425457 0 2.536422833 15.142545734 1 23
282.4316053 7.568394698 0.142545734 7.4316053021 0 24
305.6770706 2.322929402 0 15.677070598 0 25
321.625066 1.374934033 0 13.625065967 0
336.9853675 4.014632547 0 13.985367453 0
356.6491154 2.350884618 0 15.649115382 0
375.3774809 0 0 16.377480907 1
391.2325564 0 1.377480907 17.232556352 1
406.041226 0 4.232556352 19.041226003 1 Drop off time
416.0780709 2.921929059 2.041226003 12.078070941 0 5
432.4010763 1.598923741 0 13.401076259 0 2
446.8367929 4.163207083 0 12.836792917 0 3
463.955693 2.044307023 0 12.955692977 0 4
479.6175843 0 0 13.617584268 1 5
496.231073 0 0.617584268 17.231073044 1 6
513.0117997 0 0.231073044 17.011799683 1 7
527.6966335 0.30336654 0.011799683 14.69663346 0 8
546.8186263 0 0 18.818626253 1 9
563.4494387 0 3.818626253 20.449438703 1 10
575.7056845 2.294315547 2.449438703 14.705684453 0 11
591.8857462 0 0 13.885746235 1 12
607.3842107 0 0.885746235 16.384210744 1 13
621.1083774 3.384210744 17.108377391 0 14
15
 Data Tables
Av Q Wait Time # Drops
1.19650736341 3
0.11872198975 0
0.49550473534 0
0.7737776855 1
serv time VS Q wait, Drops
0.54604197171 2
1.59470337388 4 20
18
1.53513888127 5 16
1.4758491142 9 14
12
2.04956127443 11 10
8
2.24746451619 12
6
2.31446721841 13 4
2.3299149661 16 2
0
2.64084192236 17 10 12 14 16 18 20 22 24 26

2.5623750142 18 Column AG Column AH

2.49067386202 19
2.47637955771 18
As the service time increases , Q Wait time does not increase so much
but customer drops go up significantly.
Drops offs are not usually analyzed in standard text books but can be
modelled in a simulation and generally occur in a call center environment.

Drop Offs Q Wait T

5 1.4065
Drop Off Time VS Drop offs, Q Wait
8 0.409396
6 0.757527 9

4 1.166521 8
3 1.715289 7
4 1.559967 6
3 1.549195 5
4 3.103807 4
2 1.801329 3
1 2.48825 2
3 1.950018 1
1 3.676212 0
1 3.420559 0 2 4 6 8 10 12 14 16
1 4.293293 Column AG Column AH
0 2.745178
As the drop off time goes up the number of drop offs reduce significantly
and the Q Wait time marginally rises as the drop time increases.
nvironment.

14 16