Professional Documents
Culture Documents
D-4
© 2011 Pearson
Learning Objectives
When you complete this module you
should be able to:
1. Describe the characteristics of
arrivals, waiting lines, and service
systems
2. Apply the single-channel queuing
model equations
3. Conduct a cost analysis for a
waiting line
D-5
© 2011 Pearson
Learning Objectives
When you complete this module you
should be able to:
4. Apply the multiple-channel
queuing model formulas
5. Apply the constant-service-time
model equations
6. Perform a limited-population
model analysis
D-6
© 2011 Pearson
Queuing Theory
D-7
© 2011 Pearson
Common Queuing
Situations
Situation Arrivals in Queue Service Process
Supermarket Grocery shoppers Checkout clerks at cash
register
Highway toll booth Automobiles Collection of tolls at booth
Doctor’s office Patients Treatment by doctors and
nurses
Computer system Programs to be run Computer processes jobs
Telephone company Callers Switching equipment to
forward calls
Bank Customer Transactions handled by teller
Machine Broken machines Repair people fix machines
maintenance
Harbor Ships and barges Dock workers load and unload
Enter Exit
D - 11
© 2011 Pearson
Poisson Distribution
e- x
P(x) = for x = 0, 1, 2, 3, 4, …
x!
0.25 – 0.25 –
0.02 – 0.02 –
Probability
Probability
0.15 – 0.15 –
0.10 – 0.10 –
0.05 – 0.05 –
– –
0 1 2 3 4 5 6 7 8 9 x 0 1 2 3 4 5 6 7 8 9 10 11 x
Distribution for = 2 Distribution for = 4
Figure D.2
D - 13
© 2011 Pearson
Waiting-Line Characteristics
D - 14
© 2011 Pearson
Service Characteristics
Queuing system designs
Single-channel system, multiple-
channel system
Single-phase system, multiphase
system
Service time distribution
Constant service time
Random service times, usually a
negative exponential distribution
D - 15
© 2011 Pearson
Queuing System Designs
A family dentist’s office
Queue
Queue
Phase 1 Phase 2
Arrivals service service
Departures
facility facility after service
Service
facility
Channel 1
Queue
Service
Arrivals facility Departures
Channel 2
after service
Service
facility
Channel 3
Phase 1 Phase 2
service service
Queue facility facility
Channel 1 Channel 1
Arrivals Departures
Phase 1 Phase 2
after service
service service
facility facility
Channel 2 Channel 2
e = 2.7183
0.9 –
0.8 – Average service rate (µ) = 3 customers per hour
0.7 – Average service time = 20 minutes per customer
0.6 –
0.5 –
0.4 –
0.3 –
Average service rate (µ) =
1 customer per hour
0.2 –
0.1 –
0.0 |– | | | | | | | | | | | |
0.00 0.25 0.50 0.75 1.00 1.25 1.50 1.75 2.00 2.25 2.50 2.75 3.00
Time t (hours)
Figure D.4
D - 19
© 2011 Pearson
Measuring Queue
Performance
1. Average time that each customer or object
spends in the queue
2. Average queue length
3. Average time each customer spends in the
system
4. Average number of customers in the system
5. Probability that the service facility will be idle
6. Utilization factor for the system
7. Probability of a specific number of customers
in the system
D - 20
© 2011 Pearson
Queuing Costs
Cost
Minimum
Total Total expected cost
cost
Cost of providing service
Figure D.5
D - 21
© 2011 Pearson
Queuing Models
The four queuing models here all assume:
D - 22
© 2011 Pearson
Queuing Models
Model Name Example
A Single-channel Information counter
system at department store
(M/M/1)
Table D.2
D - 23
© 2011 Pearson
Queuing Models
Model Name Example
B Multichannel Airline ticket
(M/M/S) counter
Table D.2
D - 24
© 2011 Pearson
Queuing Models
Model Name Example
C Constant- Automated car
service wash
(M/D/1)
Table D.2
D - 25
© 2011 Pearson
Queuing Models
Model Name Example
D Limited Shop with only a
population dozen machines
(finite population) that might break
Table D.2
D - 26
© 2011 Pearson
Model A – Single-Channel
1. Arrivals are served on a FIFO basis and
every arrival waits to be served
regardless of the length of the queue
2. Arrivals are independent of preceding
arrivals but the average number of
arrivals does not change over time
3. Arrivals are described by a Poisson
probability distribution and come from
an infinite population
D - 27
© 2011 Pearson
Model A – Single-Channel
4. Service times vary from one customer
to the next and are independent of one
another, but their average rate is
known
5. Service times occur according to the
negative exponential distribution
6. The service rate is faster than the
arrival rate
D - 28
© 2011 Pearson
Model A – Single-Channel
= Mean number of arrivals per time
period
µ = Mean number of units served per
time period
Ls = Average number of units
µ–
(customers) in the system (waiting and being
served)
=
1
µ s– =
W Average time a unit spends in the
system (waiting time plus service time)
Table D.3
= D - 29
© 2011 Pearson
Model A – Single-Channel
Lq = Average number of units waiting
in the queue
2
µ(µ – =)
Wq = Average time a unit spends
waiting in the queue
µ(µ – =)
D - 30
© 2011 Pearson
Model A – Single-Channel
P0 = Probability of 0 units in the
system (that is, the service unit is idle)
=µ 1–
Table D.3
D - 31
© 2011 Pearson
Single-Channel Example
= 2 cars arriving/hour
2 µ = 3 cars serviced/hour
µ– 3-2
Ls = = = 2 cars
1 in the system on average
1
µ– 3-2
Ws = = = 1
2 22 hour average waiting time in the
µ(µ – ) system
3(3 - 2)
Lq = = =
1.33 cars waiting in line D - 32
© 2011 Pearson
Single-Channel Example
= 2 cars arriving/hour
µ = 3 cars serviced/hour
2
Wq = =
µ(µ – ) 3(3 - 2)
= 2/3 hour = 40 minute
average waiting time
D - 33
© 2011 Pearson
Single-Channel Example
Probability of more than k Cars in the System
k Pn > k = (2/3)k + 1
0 .667 Note that this is equal to 1 -
P0 = 1 - .33
1 .444
2 .296
3 .198 Implies that there is a 19.8%
chance that more than 3 cars are in the
system
4 .132
5 .088
6 .058
D - 34
© 2011
7 Pearson.039
Single-Channel Economics
Customer dissatisfaction
and lost goodwill = $10 per hour
Wq = 2/3 hour
Total arrivals = 16 per day
Mechanic’s salary = $56 per day
Total hours 2 2
customers spend = (16) = 10 hours
waiting per day 3 3
2
Customer waiting-time cost = $10 10 = $106.67
3
D - 35
© 2011 Pearson
Multi-Channel Model
M = number of channels
open
= average arrival rate
µ = average service rate at
1
P0 = each
M–1
channel for Mµ >
n M
1 1 Mµ
∑ n! µ
+
M! µ Mµ -
n=0
M
µ(/µ)
Ls = P +
(M - 1)!(Mµ - )
2 0 µ
Table D.4
D - 36
© 2011 Pearson
Multi-Channel Model
M
µ(/µ) 1 Ls
Ws = P + =
(M - 1)!(Mµ - )
2 0 µ
Lq = Ls –
µ
1 Lq
Wq = W s – =
µ
Table D.4
D - 37
© 2011 Pearson
Multi-Channel Example
= 2 µ = 3 M = 2
1 1
P0 = =
1 n 2 2
1 2 1 2 2(3)
∑ n! 3
+
2! 3 2(3) - 2
n=0
(2)(3(2/3)2 1 2 3
Ls = + 3 = 4
2
1! 2(3) - 2 2
3/4 3 3 2 1 .083
Ws = = Lq = – = Wq = = .0415
2 8 4 3 12 2
D - 38
© 2011 Pearson
Multi-Channel Example
Single Channel Two Channels
P0 .33 .5
Ls 2 cars .75 cars
Ws 60 minutes 22.5 minutes
Lq 1.33 cars .083 cars
Wq 40 minutes 2.5 minutes
D - 39
© 2011 Pearson
Waiting Line Tables
Poisson Arrivals, Exponential Service Times
Number of Service Channels, M
ρ 1 2 3 4 5
.10 .0111
.25 .0833 .0039
.50 .5000 .0333 .0030
.75 2.2500 .1227 .0147
.90 3.1000 .2285 .0300 .0041
1.0 .3333 .0454 .0067
1.6 2.8444 .3128 .0604 .0121
2.0 .8888 .1739 .0398
2.6 4.9322 .6581 .1609
3.0 1.5282 .3541
4.0 2.2164
Table D.5
D - 40
© 2011 Pearson
Waiting Line Table Example
Bank tellers and customers
= 18, µ = 20
Lq
Utilization factor = /µ = .90 Wq =
From Table D.5
Number of Number
service windows M in queue Time in queue
1 window 1 8.1 .45 hrs, 27 minutes
2 windows 2 .2285 .0127 hrs, ¾ minute
3 windows 3 .03 .0017 hrs, 6 seconds
4 windows 4 .0041 .0003 hrs, 1 second
D - 41
© 2011 Pearson
Constant-Service Model
Average length Lq = 2
of queue 2µ(µ – )
Average number of
Ls = Lq +
customers in system µ
Average time 1
Ws = Wq +
in the system µ
Table D.6
D - 42
© 2011 Pearson
Constant-Service Example
Trucks currently wait 15 minutes on average
Truck and driver cost $60 per hour
Automated compactor service rate (µ) = 12 trucks per hour
Arrival rate () = 8 per hour
Compactor costs $3 per truck
D - 44
© 2011 Pearson
Limited-Population Model
T
Service factor: X =
T+U
Average number running: J = NF(1 - X)
Average number waiting: L = N(1 - F)
Average number being serviced: H = FNX
T(1 - F)
Average waiting time: W = XF
Number of population: N = J + L + H
Table D.7
D - 45
© 2011 Pearson
Limited-Population Model
D = Probability that a unit N = Number of potential
will have to wait in customers
queue
F = Efficiency factor T = Average service time
H = Average number of units U = Average time between
being served unit service
requirements
J = Average number of units W = Average time a unit
not in queue or in waits in line
service bay
L = Average number of units X = Service factor
waiting for service
M = Number of service
channels
D - 46
© 2011 Pearson
Finite Queuing Table
X M D F
.012 1 .048 .999
.025 1 .100 .997
.050 1 .198 .989
.060 2 .020 .999
1 .237 .983
.070 2 .027 .999
1 .275 .977
.080 2 .035 .998
1 .313 .969
.090 2 .044 .998
1 .350 .960
Table D.8 .100 2 .054 .997
© 2011 Pearson 1 .386 .950 D - 47
Limited-Population Example
Each of 5 printers requires repair after 20 hours (U) of use
One technician can service a printer in 2 hours (T)
Printer downtime costs $120/hour
Technician costs $25/hour
2
Service factor: X = = .091 (close to .090)
2 + 20
For M = 1, D = .350 and F = .960
For M = 2, D = .044 and F = .998
Average number of printers working:
For M = 1, J = (5)(.960)(1 - .091) = 4.36
For M = 2, J = (5)(.998)(1 - .091) = 4.54
D - 48
© 2011 Pearson
Limited-Population Example
Average Average
Numberrequire Cost/Hr
Each of 5 printers for 20 Cost/Hr
repair after hours (U)
for of use
Printers Downtime
One of
Number technician can service a printer in 2Technicians
hours (T) Total
Technicians Down (Ncosts
Printer downtime - J) $120/hour
(N - J)$120 ($25/hr) Cost/Hr
Technician
1 costs
.64 $25/hour $76.80 $25.00 $101.80
2
Service
2 factor:
.46 X = 2 + 20 = .091 (close
$55.20 $50.00to .090)
$105.20
D - 50
© 2011 Pearson
All rights reserved. No part of this publication may be reproduced, stored in a retrieval
system, or transmitted, in any form or by any means, electronic, mechanical, photocopying,
recording, or otherwise, without the prior written permission of the publisher.
Printed in the United States of America.
D - 51
© 2011 Pearson