Escolar Documentos
Profissional Documentos
Cultura Documentos
Waiting Lines
McGraw-Hill/Irwin
18-2
Queuing Theory
Queuing theory
Mathematical approach to the analysis of waiting lines
Applicable to many environments
Call centers
Banks
Post offices
Restaurants
Theme parks
Telecommunications systems
Traffic management
18-3
System
Processing Order
Calling
population
Arrivals
Waiting
line
Service
Exit
18-4
18-5
Infinite-Source Symbols
Customer arrival rate
Service rate per server
Lq The average number of customers waiting for service
Ls The average number of customer in the system
r The average number of customers being served
18-6
Basic Relationships
System Utilization
M
Average number of customers being served
18-7
Basic Relationships
Littles Law
For a stable system the average number of customers
in line or in the system is equal to the average
customers arrival rate multiplied by the average time
in the line or system
Ls Ws
Lq Wq
18-8
Basic Relationships
The average number of customers
Waiting in line for service:
In the system:
Lq
Ls Lq r
In the system
Wq
Lq
1 Ls
Ws Wq
18-9
P0 1
Pn P0
P n 1
18-10
Lq
2 ( )
Average time customers spend waiting in line is also cut by half.
2
18-11
18-12
M/M/S
Lq
M 1! M
n
M 1
n!
n 0
P0
1
Ws
M
Wq
PW
Ws
P0
M ! 1
18-13
log K
ln K
n
or
log
ln
where
specified
1
percentage
K
Lq 1
18-14
Operations Strategy
Managers must carefully weigh the costs and benefits of
service system capacity alternatives
Options for reducing wait times:
Work to increase processing rates, instead of increasing the
number of servers
Use new processing equipment and/or methods
Reduce processing time variability through standardization
Shift demand
18-15