UNIVERSITY OF PERADENIYA

FACULTY OF MANAGEMENT
BACHELEOR OF BUSINESS ADMINISTRATION

OPM2201 : Operation Research

Individual assignment
Lecturer:
Ms. D.M.S.M. Dasanayake
Submission date :
29th December 2023
Submitted by:
L.L.D.P.Jayawardhana
MG/20/061

I declare that all the materials included in this report is the end result of my own work and that
due acknowledgement have been given the bibliography and references to all sources as they
printed, electronic or personal.

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Required to prepare a report on “Waiting line management” with the following
guidelines.
❖ Report Instructions
✓ Describe the elements of a waiting line problem.

✓ Discuss the use of waiting line models to estimate a system's performance.

✓ Describe the use of waiting line models to make managerial decisions with
appropriate examples.

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 Waiting Line Management

Introduction

The waiting line or queue management is a critical part of service industry. It deals with issue of
treatment of customers in sense reduce wait time and improvement of service.
Queue management deals with cases where the customer arrival is random; therefore, service
rendered to them is also random.
A service organization can reduce cost and thus improve profitability by efficient queue
management. A cost is associated with customer waiting in line and there is cost associated with
adding new counters to reduce service time. Queue management looks to address this trade off and
offer solutions to management.

Elements of a waiting line problem

The different aspects of a waiting queue problem comprise a variety of elements that influence the
behavior of queues or waiting stands by in a given system. Achieving optimal customer satisfaction
and operational efficiency requires an in-depth knowledge of and attention to these components.
The essential components include are,

o Arrival Process:
The way clients show up at the service location. Various arrival patterns affect the system's
workload, regardless of whether they have been scheduled or random.
o Mechanism of Service:
The method used to serve clients. Service times, the quantity of service points (servers), and service
priority are among the components. The number of service points available and the time it takes
to serve each customer have an impact on the efficiency of service delivery.

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 o Queue Discipline:
The guidelines that specify the sequence in which clients are attended to. Examples include
priority-based queues and first-come, first-served (FCFS and last-come, first-served, LCFS
systems). In certain situations, including allocating priority to urgent cases, queue discipline can
be vital and has an impact on how fair people believe the system to be.
o The length of the queue:
The quantity of patrons awaiting service. Measurements include the maximum and average wait
times. Effective service and customer happiness depend on managing and regulating line length.
o Configuration of the Queue:
The way the waiting queue is set up properly. Components include the number of service
locations, the arrangement of waiting rooms, and the general design. The client flow and the
simplicity of service delivery are impacted by the physical layout.
By comprehending and effectively handling these components, organizations are able to create
efficient waiting queue systems. The dynamics of waiting queue issues affect important
performance indicators like customer satisfaction, system utilization, and waiting times. To
analyze and optimize these components for better operational results, organizations employ
waiting queue models and approaches.

The use of waiting line models to estimate a system's performance

Mathematical models that aid in the analysis and performance optimization of systems featuring
waiting queues or queues are called queuing theory or waiting line models. Numerous industries,
including manufacturing, transportation, healthcare, and telecommunications, heavily rely on
these models. Waiting queue models can be applied in the following ways to estimate the
performance of a system:
• Benefit-Cost Analysis:
It is possible to assess the costs of waiting times, services, and system capacity using queuing
models. You may do cost-benefit assessments and pinpoint areas that need improvement with this
information.
• Planning for System Capacity:
Models of waiting lines are useful for determining the maximum capacity of the system and
locating any bottlenecks. To plan for capacity and make sure the system can manage expected
demand, this information is essential.

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 • Metrics of Performance:
A variety of performance indicators, including utilization rates, throughput, and efficiency, are
provided by waiting queue models. These indicators help direct decision-making processes and
provide insights into how resources are used efficiently.
• Analyzing scenarios:
Queuing models are a useful tool for managers to simulate various situations and evaluate the
effects of changing system parameters. For instance, altering the client arrival or service rate can
assist forecast the effects of these modifications on system performance.
• Enhancing Customer Satisfaction:
Customer satisfaction can increase with an understanding of and control over waiting times. In
order to ensure a great experience, waiting queue models can be used to balance resource costs
and customer pleasure.
• Risk Control:
Waiting queue models assist in identifying possible hazards and weaknesses in the system by
simulating the variability in arrival times and service rates. This makes proactive risk-reduction
techniques possible.
• Enhancing the Design of Queuing Systems:
To increase overall efficiency, queuing systems can be designed or redesigned using waiting line
models. This could entail introducing cutting-edge queuing systems, altering the layout, or
improving the service procedures.

The use of waiting line models to make managerial decisions with appropriate
examples
In a variety of sectors, waiting queue models are essential for informing managerial choices.
These models offer quantifiable insights into how well waiting queue systems operate,
empowering managers to decide how best to allocate resources, improve customer satisfaction,
and increase efficiency. The following are some important applications, along with examples, of
waiting queue models in managerial decision-making:
✓ Resource Distribution:
Making the best decision on how many servers or service locations to have in order to reduce
wait times. Example like To guarantee effective passenger flow, an airport manager determines
the number of security screening lanes required during peak travel hours using waiting queue
models.

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 ✓ SLAs, or service level agreements:
Choosing a reasonable SLA based on anticipated wait times and line lengths. Example like A
contact center manager balances operational viability and customer satisfaction by setting service
level targets for call response times using waiting queue models.
✓ Layout and Design of the Facility:
Choosing to optimize the physical layout of service locations and waiting rooms. As an example
To reduce wait times and improve the overall shopping experience, a supermarket manager
places checkout counters strategically using waiting queue models.
✓ Decisions about Staffing:
Making a decision about how many employees are required for certain shifts or peak times. As
an example a hospital administrator modifies the emergency department's nursing staff schedules
based on waiting queue models to align with expected patient arrival trends.
✓ Strategies for Queue Management:
Deciding on the best queue management techniques and procedures. As an example to enhance
the guest experience, an amusement park management uses data from waiting queue models to
develop a virtual queuing system for popular attractions.
✓ Management of Inventory:
Maintaining a balance between inventory levels to meet demand and reduce stockouts. As an
example to avoid shortages, a store manager uses waiting queue models to modify inventory
replenishment schedules in accordance with anticipated client arrivals.

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Conclusion
In the conclusion, Waiting Queue Management is an essential discipline for maximizing
customer pleasure and operational effectiveness. Organizations can establish the groundwork for
efficient queue management by comprehending and resolving crucial components like arrival
routines, service mechanisms, and queue disciplines. Examples from the real world show how
waiting queue management is used in a variety of industries, highlighting its adaptability and
effect on customer experiences. In the end, waiting queue management is a dynamic strategy for
improving overall service quality, optimizing workflows, and gaining a competitive edge—it is
not simply about cutting wait times. Adopting waiting queue concepts and models puts
businesses in a position to successfully handle operational difficulties and provide outstanding
customer service in the competitive market of today.

References
https://ucreanop.com/wp-content/uploads/2020/08/Lectura-complementaria-6.-Waiting-Lines-Models.pdf
https://www.managementstudyguide.com/waiting-line-management.htm
https://study.com/academy/lesson/the-structure-of-a-waiting-line-system-queuing-theory-in-business.html
https://www.managementstudyguide.com/waiting-line-management.htm
https://www.ebookbou.edu.bd/Books/Text/SOB/MBA/mba_3315/Unit-07.pdf