Professional Documents
Culture Documents
Russell and Taylor Operations Management, 8th Edition
Russell and Taylor Operations Management, 8th Edition
Service Design
5-1
Lecture Outline
• Service Economy – Slide 4
• Characteristics of Services – Slide 8
• Service Design Process – Slide 11
• Tools for Service Design – Slide 18
• Waiting Line Analysis for Service Improvement
– Slide 21
• Waiting rooms
• magazines and
newspapers
• televisions
• Bank of America
• mirrors
• Supermarkets
• magazines
• “impulse purchases”
• Preferential treatment
• Grocery stores: express lanes for customers with few
purchases
• Airlines/Car rental agencies: special cards available
to frequent-users or for an additional fee
• Phone retailers: route calls to more or less
experienced salespeople based on customer’s sales
history
• Critical service providers
• services of police department, fire department, etc.
• waiting is unacceptable; cost is not important
• Single-server model
• simplest, most basic waiting line structure
• Frequent variations (all with Poisson arrival rate)
• exponential service times
• general (unknown) distribution of service times
• constant service times
• exponential service times with finite queue
• exponential service times with finite calling population
P0 =
( )1–
λ
μ
L=
λ
μ–λ
( ) ( )( )
λ n
λ n
λ λ2
Pn = ∙ P0 = 1– Lq =
μ μ μ μ (μ – λ)
λ I=1– ρ
Wq =
μ (μ – λ) λ
=1– = P0
μ
P0 =
L=
Lq =
W=
Wq =
ρ=
I=
( ) + ( )( )
1 λ n 1 λ s sμ
∑ n! μ s! μ sμ - λ
n=0
()
1 λ n
{
P0, for n > s
s!s n–s
μ
Pn =
()
1 λ n
P0, for n ≤ s
n! μ
()
1 λ s
sμ λ
Pw = P0 Lq = L –
s! μ sμ – λ μ
λμ (λ/μ)s λ
L= P0 + 1 Lq
(s – 1)! (sμ – λ) 2
μ Wq = W – =
μ λ
L λ
W= ρ=
λ sμ