Professional Documents
Culture Documents
for undergraduate
( 本课程为中山大学精品课程与立体化教学改革课程 )
Table D.1
Waiting Line Arrangements
Population of Arrivals Queue Service Exit the system
dirty cars from the (waiting line) facility
general
population …
Dave’s
Car Wash
Enter Exit
Line
Arrangements
(a) Single line
Figure C.2
Waiting
Service facilities
Line
Arrangements
(a) Single line
Service facilities
Service
facility
Service Service
facility 1 facility 2
Service
facility 1
Service
facility 2
Service Service
facility 1 facility 3
Service Service
facility 2 facility 4
Service Service
facility 1 facility 2
Service Service
facility 3 facility 4
Routing for : 1–2–4
Routing for : 2–4–3
Routing for : 3–2–1–4
(e) Mixed
Figure C.3
Operating Characteristics
Line Length
Number of
Customers in System
Waiting Time in Line
Total Time in System
Service Facility Utilization
Waiting Line Models
---Single-Channel, Single-Phase System
= Average utilization of the system =
L = Average number of customers in the service system =
–
1
W = Average time spent in the system, including service =
–
30
Utilization = = = = 0.857, or 85.7%
35
30
Average number in system = L = = 6 customers
35 – 30
1
Average time in system = W = = 0.20 hour, or 12 minutes
35 – 30
30
Utilization = = = = 0.857, or 85.7%
35
30
Average number in system = L = = 6 customers
35 – 30
1
Average time in system = W = = 0.20 hour, or 12 minutes
35 – 30
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour
1
Average time in system = 8 minutes = W =
–
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour
1
Average time in system = 8 minutes = W =
–30
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
4
Probability of more than 4 customers = = 1 – ∑ n
n=0
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
4
Probability of more than 4 customers = = 1 – ∑ (1 – )n
n=0
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
4
Probability of more than 4 customers = = 1 – ∑ (1 – )n
n=0
30
= = 0.80
37.52
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 1 – 0.2(1 + 0.8 + 0.82
+ 0.83 + 0.84)
30
= = 0.80
37.52
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
– 30
Probability of more than 4 customers = = 0.328
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 37.52/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 47.62/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
customers in
the system
Example C.4
Waiting Line Models
Single-Server Model
Arrival rate = = 30/hour Service rate = = 47.62/hour
1
Average time in system = 8 minutes = W =
–30
Probability of more than 4 customers = = 0.328
customers in
the system
Example C.4
Factors
Factors Affecting
Affecting Customer
Customer
Satisfaction
Satisfaction with
with Waiting
Waiting
• Firm-Related Factors • Customer-Related
– Unfair versus fair Factors
waits – Solo versus group
– Uncomfortable waits
versus comfortable – Waits for more
waits valuable versus less
– Unexplained versus valuable services
explained waits – Customer value
– Initial versus systems
subsequent waits – Customer’s current
attitude
Factors
Factors Affecting
Affecting Customer
Customer
Satisfaction
Satisfaction with
with Waiting
Waiting
• Both Firm and Customer-Related
Factors
– Unoccupied versus occupied waits
– Anxious versus calm waits
AA Focus
Focus on
on Providing
Providing Fast
Fast Service
Service
• Service System Design Concepts
– Front-of-the-house
• Portion of the service operation that is in full
sight of the customer.
– Back-of-the-house
• Behind-the-scenes portion of the service
operation with which the customer does not
come in contact and can be performed without
the presence of the customer.
AA Focus
Focus on
on Providing
Providing Fast
Fast Service
Service
• Service System Design Concepts
(cont’d)
– Reduced setup times
• Reducing the time lost when a worker has to
switch from one job function to another.
– Cross-training of employees
• Training employees to perform a variety of
tasks (inventorying skills) increases their
flexibility in providing a fast and efficient service
operation.