CHAPTER 18 : Management of

Waiting Lines
USERNAME: GROUP 6

PASSWORD: OPERATIONS MANAGEMENT

Log In
 REPORTERS
x x x x x

BULAWAN GINES OLIVA TARLIT CERADO

Follow Follow Follow Follow Follow

x x x x x

MENDOZA, PENOLIO ANONUEVO CABUTAJE RUBIO

Angelo
Follow Follow Follow Follow Follow
 Queuing Theory …
Mathematical
approach to the
analysis of waiting
lines.

143 Likes
September 1, 2021

Add a comment Post

 Group 6

MANAGERIAL IMPLICATIONS OF WAITING

LINES
Managers have a number of very good reasons to be concerned with waiting lines.

Chief reasons are the following:

1. The cost to provide waiting space.
2. A possible loss of business should customers leave the line before being served or refuse to
wait at all.
3. A possible loss of goodwill.
4. A possible reduction in customer satisfaction.
5. The resulting congestion that may disrupt other business operations and/or customers.
 Group 6

CHARACTERISTICS OF WAITING LINES

QUEUING Model choice is affected by the characteristics of the system under
investigation.
The main characteristics are:

1. Population source.
2. Number of servers (channels).
3. Arrival and service patterns.
4. Queue discipline (order of service).
 Chapter 18 …
Infinite-source - situation Customer
arrivals are unrestricted.
Finite-source - situation The number
of potential customers is limited.
Channel - A server in a service system.
Queue discipline - The order in which
customers are processed.

143 Likes
September 1, 2021

Add a comment Post

 Group 6

MEASURES OF WAITING-LINE PERFORMANCE

The operations manager typically looks at five measures when evaluating existing or
proposed service systems.
They relate to potential customer dissatisfaction and costs:

1. The average number of customers waiting, either in line or in the system.

2. The average time customers wait, either in line or in the system.
3. System utilization, which refers to the percentage of capacity utilized.
4. The implied cost of a given level of capacity and its related waiting line.
5. The probability that an arrival will have to wait for service.
 Group 6
QUEUING MODELS:
…
Multiple-priority model INFINITE-SOURCE

1. Single server, exponential service time.

2. Single server, constant service time.

3. Multiple servers, exponential service

Multiple-priority model - Customers are time.
processed according to some measure of
importance.
4. Multiple priority service, exponential
service time.
 Group 6 …x
6h CONSTRAINT
MANAGEMENT
Managers may be able to reduce
waiting times by actively managing
one or more system constraints.
Typically, in the short term, the
facility size and the number of servers
are fixed resources.
However, some other options might
be considered:

Send Message
 Group 6 …x
6h
CONSTRAINT
MANAGEMENT

• Use temporary workers.

• Shift demand.
• Standardize the service.
• Look for a bottleneck.

Send Message
Thank you for listening!