Operations Management II

Waiting Lines

Fundamental Trade-off in Waiting line

The Fundamental Trade-off in Queuing Theory/Waiting Line is that of Waiting Cost and Service Cost. If we add more servers (Cashiers, tellers, equipment,) the waiting time and consequently the waiting cost goes down but the service cost goes up. Conversely, if we reduce the service cost, the waiting time and consequently the waiting cost goes up. (We dont want to lose our customers, do we?!That would cost us quite a considerable cost.)

Elements of Waiting Line

Servicing System Servers Queue or Customer Arrivals Waiting Line Exit

Elements of Waiting Line

Processing order

Arrivals

Waiting line System

Service

Exit

Major Issues in a Waiting Line

Length

Queue Discipline

Queuing

System

Number of Lines &Line Structures

Service Time Distribution

Waiting Time, Waiting Length

If l is the inter arrival rate, it means that l people( items in general e.g. cars, customers, units,etc), join the line/queue every hour.This implies that on average 1 person arrives in, every 1/l hour. L , the length of the line is not the physical length of the line/queue.It is the Number of items (people, objects,etc) in the line.

Littles Law
L
1/l 1/l 1/l 1/l

m
Service

(Average)Waiting Time = L(1/l)

Waiting Line and Waiting Time

1) What is the average number of customers in line?

l Lq = m (m - l )
2

2)What is the average waiting time in the queue?

l W= m (m - l)

Waiting Time and System Utilization

By common sense, If we reduce the number of the servers in the system, we expect the waiting time for the customers to go up. Reducing the number of the servers in the system higher occupation of the servers lower service rates Increase in utilization.

Waiting Time vs. Utilization

Average number on time waiting in line 0

System Utilization

100%

What is the average utilization of the server?

= Arrival rate = Avg # of customer served

= = Avg. utilization rate/Traffic Intensity

Waiting Lines
Multiple channel

Channel: A server in a service system

Multiple phase

Customer Behaviors Models in Waiting Line

Patient
Customers enter the waiting line and remain until served

Reneging
Waiting customers grow impatient and leave the line

Jockeying
Customers may switch to another line

Balking
Upon arriving, decide the line is too long and decide not to enter the line

Length and Number of Lines

Waiting Lines
Length
Infinite Finite (Limited Capacity)

Number of Lines
Single Multiple

System Performance
Measured by: 1. Average number of customers waiting 2. Average time customers wait

3. System utilization
4. Implied cost

5. Probability that an arrival will have to wait

Priority Model (Emergency Room)

Processing order

Arrivals
Arrivals are assigned a priority as they arrive

Waiting line
System

Service

Exit

Customer Service Population Sources

Population Source

Finite
Example: # of machines needing repair when a company only has three machines.

Infinite
Example: The number of people who could wait in a line for gasoline.

Finite-Source Queuing
Not waiting or being served

Waiting

Being served

Service Pattern
Service Pattern

Constant
Example: Items coming down an automated assembly line.

Variable
Example: People spending time shopping.

Line Structures
Single Phase
Single Channel One-person barber shop Bank tellers windows Multi-phase

Car wash Hospital admissions

Multi-channel