HR Om11 ModD

D
MODULE
Waiting-Line Models
PowerPoint presentation to accompany

Heizer and Render
Operations Management, Eleventh Edition
Principles of Operations Management, Ninth Edition
PowerPoint slides by Jeff Heyl
2014
2014
Pearson
Pearson
Education,
Education,
Inc.Inc.
MD - 1
Outline
Queuing Theory
Characteristics of a Waiting-Line
System
Queuing Costs
The Variety of Queuing Models
Other Queuing Approaches
2014 Pearson Education, Inc.
MD - 2
Learning Objectives
When you complete this chapter you
should be able to:
1. Describe the characteristics of arrivals,
waiting lines, and service systems
2. Apply the single-server queuing model
equations
3. Conduct a cost analysis for a waiting line
MD - 3
Learning Objectives
When you complete this chapter you
should be able to:
4. Apply the multiple-server queuing
model formulas
5. Apply the constant-service-time
model equations
6. Perform a limited-population model
analysis
MD - 4
Queuing Theory
The study of waiting lines
Waiting lines are common situations
Useful in both
manufacturing
and service
areas
MD - 5
Common Queuing Situations

TABLE D.1
Common Queuing Situations
SITUATION
ARRIVALS IN QUEUE
SERVICE PROCESS
Supermarket
Grocery shoppers
Checkout clerks at cash register
Highway toll booth
Automobiles
Collection of tolls at booth
Doctors office
Patients
Treatment by doctors and nurses
Computer system
Programs to be run
Computer processes jobs
Telephone company
Callers
Switching equipment to forward calls
Bank
Customer
Transactions handled by teller
Machine maintenance
Broken machines
Repair people fix machines
Harbor
Ships and barges
Dock workers load and unload
MD - 6
Characteristics of Waiting-Line
Systems
1. Arrivals or inputs to the system
Population size, behavior, statistical
distribution
2. Queue discipline, or the waiting line itself

Limited or unlimited in length, discipline of
people or items in it
3. The service facility

Design, statistical distribution of service times
MD - 7
Parts of a Waiting Line

Population of
dirty cars
Arrivals
from the
general
population
Queue
(waiting line)
Service
facility
Daves
Car Wash
Enter
Arrivals to the system
Arrival Characteristics
Size of the population
Behavior of arrivals
Statistical distribution of
arrivals
Exit the system
In the system
Waiting-Line
Characteristics
Limited vs.
unlimited
Queue discipline
Exit
Exit the system
Service Characteristics
Service design
Statistical distribution of
service
Figure D.1
MD - 8
Arrival Characteristics
1. Size of the arrival population
Unlimited (infinite) or limited (finite)
2. Pattern of arrivals
Scheduled or random, often a Poisson
distribution
3. Behavior of arrivals
Wait in the queue and do not switch lines
No balking or reneging
MD - 9
Poisson Distribution
e-x
P(x) =
x!
where
for x = 0, 1, 2, 3, 4,
P(x)= probability of x arrivals

x = number of arrivals per unit of
time
= average arrival rate
e = 2.7183 (which is the base of
the natural logarithms)
MD - 10
Poisson Distribution
Figure D.2
e-x
x!
0.25
0.25
0.02
0.02
Probability
Probability
Probability = P(x) =
0.15
0.10
0.15
0.10
0.05
0.05
0 1 2 3 4 5 6 7 8 9
Distribution for = 2
0 1 2 3 4 5 6 7 8 9 10 11 x
Distribution for = 4
MD - 11
Waiting-Line Characteristics
Limited or unlimited queue length
Queue discipline - first-in, first-out
(FIFO) is most common
Other priority rules may be used in
special circumstances
MD - 12
Service Characteristics
1. Queuing system designs
Single-server system, multiple-server
system
Single-phase system, multiphase system
2. Service time distribution

Constant service time
Random service times, usually a negative
exponential distribution
MD - 13
Queuing System Designs

A family dentists office
Queue
Service
facility
Arrivals
Departures
after service
Single-server, single-phase system

A McDonalds dual-window drive-through
Queue
Arrivals
Phase 1
service
facility
Phase 2
service
facility
Departures
after service
Single-server, multiphase system

Figure D.3
MD - 14

Most bank and post office service windows
Queue
Service
facility
Channel 1
Service
facility
Channel 2
Arrivals
Departures
after service
Service
facility
Channel 3
Multi-server, single-phase system

Figure D.3
MD - 15

Some college registrations
Queue
Arrivals
Phase 1
service
facility
Channel 1
Phase 2
service
facility
Channel 1
Phase 1
service
facility
Channel 2
Phase 2
service
facility
Channel 2
Departures
after service
Multi-server, multiphase system

Figure D.3
MD - 16
Figure D.4
Negative Exponential
Distribution
Probability that service time is greater than t = e-t for t 1
Probability that service time 1
1.0
0.9
0.8
0.7
0.6
= Average service rate

e = 2.7183
Average service rate () = 3 customers per hour
Average service time = 20 minutes (or 1/3 hour)
per customer
0.5
0.4
0.3
0.2
Average service rate () =

1 customer per hour
0.1
|
|
|
|
|
|
|
|
|
|
|
|
0.0 |
0.00 0.25 0.50 0.75 1.00 1.25 1.50 1.75 2.00 2.25 2.50 2.75 3.00
Time t (hours)
MD - 17
Measuring Queue Performance

1. Average time that each customer or object spends
in the queue
2. Average queue length
3. Average time each customer spends in the system
4. Average number of customers in the system
5. Probability that the service facility will be idle
6. Utilization factor for the system
7. Probability of a specific number of customers in the
system
MD - 18
Queuing Costs
Figure D.5
Cost
Minimum
Total
cost
Total expected cost

Cost of providing service
Cost of waiting time
Low level
of service
Optimal
service level
High level
of service
MD - 19
Queuing Models
The four queuing models here all assume:
1. Poisson distribution arrivals
2. FIFO discipline
3. A single-service phase
MD - 20
Queuing Models
TABLE D.2
Queuing Models Described in This Chapter
MODEL
A
NAME
Single-server
system (M/M/1)
EXAMPLE
Information counter at
department store
NUMBER OF
SERVERS
(CHANNELS)
NUMBER
OF
PHASES
ARRIVAL
RATE
PATTERN
SERVICE
TIME
PATTERN
POPULATION QUEUE
SIZE
DISCIPLINE
Single
Single
Poisson
Exponential
Unlimited
FIFO
MD - 21
Queuing Models
TABLE D.2
MODEL
B
NAME
Multiple-server
(M/M/S)
EXAMPLE
Airline ticket counter
NUMBER OF
SERVERS
(CHANNELS)
NUMBER
OF
PHASES
ARRIVAL
RATE
PATTERN
SERVICE
TIME
PATTERN
POPULATION QUEUE
SIZE
DISCIPLINE
Multi-server
Single
Poisson
Exponential
Unlimited
FIFO
MD - 22
Queuing Models
TABLE D.2
MODEL
C
NAME
EXAMPLE
Constant-service
(M/D/1)
Automated car wash
NUMBER OF
SERVERS
(CHANNELS)
NUMBER
OF
PHASES
ARRIVAL
RATE
PATTERN
SERVICE
TIME
PATTERN
POPULATION QUEUE
SIZE
DISCIPLINE
Single
Single
Poisson
Constant
Unlimited
FIFO
MD - 23
Queuing Models
TABLE D.2
MODEL
D
NAME
EXAMPLE
Limited population
(finite population)
Shop with only a dozen

machines that might break
NUMBER OF
SERVERS
(CHANNELS)
NUMBER
OF
PHASES
ARRIVAL
RATE
PATTERN
SERVICE
TIME
PATTERN
POPULATION QUEUE
SIZE
DISCIPLINE
Single
Single
Poisson
Exponential
Limited
FIFO
MD - 24
Model A Single-Server
1. Arrivals are served on a FIFO basis and
every arrival waits to be served regardless
of the length of the queue
2. Arrivals are independent of preceding
arrivals but the average number of arrivals
does not change over time
3. Arrivals are described by a Poisson
probability distribution and come from an
infinite population
MD - 25
4. Service times vary from one customer to
the next and are independent of one
another, but their average rate is known
5. Service times occur according to the
negative exponential distribution
6. The service rate is faster than the arrival
rate
MD - 26
TABLE D.3
Queuing Formulas for Model A: Single-Server System,

also Called M/M/1
= mean number of arrivals per time period

= mean number of people or items served per time period (average
service rate)
Ls = average number of units (customers) in the system (waiting and
being served)
=
Ws = average time a unit spends in the system (waiting time plus

service time)
=
MD - 27
also Called M/M/1
TABLE D.3
Lq = mean number of units waiting in the queue

=
2
( )
Wq = average time a unit spends waiting in the queue

=
( )
Lq
= utilization factor for the system

=
MD - 28
also Called M/M/1
TABLE D.3
P0 = Probability of 0 units in the system (that is, the service unit is

idle)
=1
Pn>k = probability of more than k units in the system, where n is the

number of units in the system
=
[ ]
k+1
MD - 29
Single-Server Example
= 2 cars arriving/hour =
3 cars serviced/hour
Ls
2 cars in the system on average

32
1
1
Ws
1 hour average waiting time in the system

32
2
22
Lq
1.33 cars waiting in line

( ) 3(3 2)
MD - 30
( )
2
3
2
3(3 2)
= 2 cars arriving/hour =
3 cars serviced/hour
Wq =
=
= 2/3 hour = 40 minute
average waiting time
=
=
= 66.6% of
time mechanic is busy
P0 = 1
= .33 probability
there are 0 cars in the system
MD - 31
Probability of more than k Cars in the System
K
Pn > k = (2/3)k + 1
.667 Note that this is equal to 1 P0 = 1 .33
.444
.296
.198 Implies that there is a 19.8% chance that more

than 3 cars are in the system
.132
.088
.058
.039
MD - 32
Single-Channel Economics
Customer dissatisfaction
and lost goodwill
Wq
Total arrivals
Mechanics salary
= $15 per hour

= 2/3 hour
= 16 per day
= $88 per day
Total hours customers = 2 (16) = 10 2 hours

spend waiting per day
3
3
Customer waiting-time cost = $15 10
2
3
= $160 per day
Total expected costs = $160 + $88 = $248 per day

MD - 33
Multiple-Server Model
TABLE D.4
Queuing Formulas for Model B: Multiple-Server System,

also Called M/M/S
M = number of servers (channels) open
= average arrival rate

= average service rate at each server (channel)
The probability that there are zero people or units in the system is:
P0
1

n0 n!
M 1

1
M

M ! M
n
for M
MD - 34
TABLE D.4

also Called M/M/S
The number of people or units in the system is:
LS
M 1 ! M
P0
The average time a unit spends in the waiting line and being serviced
(namely, in the system) is:
WS
M 1 ! M
P0
1 LS

MD - 35
TABLE D.4

also Called M/M/S
The average number of people or units in line waiting for service is:
Lq LS
The average time a person or unit spends in the queue waiting for service
is:
1 Lq
Wq WS

MD - 36
Multiple-Server Example
= 2
P0
= 3
M = 2
1
n
2
1 2 1 2 2(3)
n0 n! 3 2! 3 2(3) 2
1
1
1
1
2 1 2
2 1 4 6
1
3 3
3 2 9 6 2
.5 probability of zero cars in the system
MD - 37
LS
1 ! 2(3) 2
(2)(3) 2 / 3
1 2 8 / 3 1 2 3

2
2 3 16 2 3 4
.75 average number of cars in the system

LS 3 / 4 3
hour
2
8
22.5 minutes average time a car spends in the system
WS
3 2 9 8
1

4 3 12 12 12
.083 average numner of cars in the queue (waiting)
L q .083
Wq
.0415 hour
2
2.5 minutes average time a car spends in the queue (waiting)
Lq LS
MD - 38
SINGLE SERVER
TWO SERVERS (CHANNELS)
P0
.33
.5
Ls
2 cars
.75 cars
Ws
60 minutes
22.5 minutes
Lq
1.33 cars
.083 cars
Wq
40 minutes
2.5 minutes
MD - 39
Waiting Line Tables

TABLE D.5
Values of Lq for M = 1-5 Servers (channels) and Selected Values of /

POISSON ARRIVALS, EXPONENTIAL SERVICE TIMES
NUMBER OF SERVICE CHANNELS, M
.10
.0111
.25
.0833
.0039
.50
.5000
.0333
.0030
.75
2.2500
.1227
.0147
.90
8.1000
.2285
.0300
.0041
1.0
.3333
.0454
.0067
1.6
2.8444
.3128
.0604
.0121
2.0
.8888
.1739
.0398
2.6
4.9322
.6581
.1609
1.5282
.3541
3.0
4.0
2.2164
MD - 40
Waiting-Line Table Example

Bank tellers and customers
= 18, = 20
Ratio / = .90
Lq
Wq =
From Table D.5

NUMBER OF
SERVERS
NUMBER IN
QUEUE
1 window
8.1
.45 hrs, 27 minutes
2 windows
.2285
.0127 hrs, minute
3 windows
.03
.0017 hrs, 6 seconds
4 windows
.0041
.0003 hrs, 1 second
TIME IN QUEUE
MD - 41
Constant-Service-Time Model
TABLE D.6
Queuing Formulas for Model C: Constant Service, also

Called M/D/1
2
Average length of queue: Lq
2
Average waiting time in queue: Wq
Average number of customers in the system: Ls Lq

Average time in the system: Ws Wq
MD - 42
Constant-Service-Time Example
Trucks currently wait 15 minutes on average
Truck and driver cost $60 per hour
Automated compactor service rate () = 12 trucks per hour
Arrival rate () = 8 per hour
Compactor costs $3 per truck
Current waiting cost per trip = (1/4 hr)($60) = $15 /trip
1
8
Wq =
=
hour
12
2(12)(12 8)
Waiting cost/trip = (1/12 hr wait)($60/hr cost)
with compactor
Savings with
= $15 (current) $5(new)
new equipment
Cost of new equipment amortized
Net savings
= $ 5 /trip
= $10 /trip
= $ 3 /trip
= $ 7 /trip
MD - 43
Littles Law
A queuing system in steady state

L = W (which is the same as W = L/
Lq = Wq (which is the same as Wq = Lq/
Once one of these parameters is known, the

other can be easily found
It makes no assumptions about the probability

distribution of arrival and service times
Applies to all queuing models except the limited

population model
MD - 44
Limited-Population Model
Queuing Formulas and Notation for Model D: Limited-Population
Formulas
TABLE D.7
Service factor:
X=
Average number
waiting:
Average
waiting time:
Average number
J =NF(1 - X)
of units running:
Average number
being serviced: H =FNX
Lq =N(1 - F)
Wq =
Average time
in the system:
T
T +U
Lq (T +U)
N - Lq
Ws =Wq +
T(1 - F)
XF
Number in
N =J +Lq +H
population:
1
m
MD - 45
Notation
D=
probability that a unit will have to wait in

queue
N=
number of potential customers
F=
efficiency factor
T=
average service time
H=
average number of units being served
U=
average time between unit service

requirements
J=
average number of units in working order
Limited-Population Model
Wq =
average time a unit waits in line
Lq =
average number
of units
waitingand
for service
= service
factor
Queuing
Formulas
Notation for X
Model
D: Limited-Population
TABLE D.7
M = number ofFormulas
servers (channels)
Service factor:
X=
Average number
waiting:
Average
waiting time:
Average number
J =NF(1 - X)
of units running:
Average number
being serviced: H =FNX
Lq =N(1 - F)
Wq =
Average time
in the system:
T
T +U
Lq (T +U)
N - Lq
Ws =Wq +
T(1 - F)
XF
Number in
N =J +Lq +H
population:
1
m
MD - 46
Finite Queuing Table

1. Compute X (the service factor), where
X = T / (T + U)
2. Find the value of X in the table and then find
the line for M (where M is the number of
servers)
3. Note the corresponding values for D and F
4. Compute Lq, Wq, J, H, or whichever are
needed to measure the service systems
performance
MD - 47
Finite Queuing Table

TABLE D.8
Finite Queuing Tables for a Population of N = 5
.012
.048
.999
.025
.100
.997
.050
.198
.989
.060
.020
.999
.237
.983
.027
.999
.275
.977
.035
.998
.313
.969
.044
.998
.350
.960
.054
.997
.386
.950
.070
.080
.090
.100
MD - 48
Limited-Population Example
Each of 5 printers requires repair after 20 hours (U) of use
One technician can service a printer in 2 hours (T)
Printer downtime costs $120/hour
Technician costs $25/hour
2
Service factor: X = 2 + 20 = .091 (close to .090)
For M = 1, D = .350 and F = .960
For M = 2, D = .044 and F = .998
Average number of printers working:
For M = 1, J = (5)(.960)(1 - .091) = 4.36
For M = 2, J = (5)(.998)(1 - .091) = 4.54
MD - 49
Limited-Population Example
AVERAGE
AVERAGE
NUMBER
COST/HR FOR
COST/HR FOR
Each
of 5OF
printers
requires repair
after 20TECHNICIANS
hours (U)
NUMBER
PRINTERS
DOWNTIME
TECHNICIANS
DOWN (N J)
(N J)($120/HR)
($25/HR)
of TOTAL
use
One technician can service a printer in 2 hours (T) COST/HR

.64
$76.80
$25.00
$101.80
Printer1downtime costs
$120/hour
2
.46
$55.20
$50.00
$105.20
Technician
costs $25/hour
2
Service factor: X = 2 + 20 = .091 (close to .090)
For M = 1, D = .350 and F = .960
For M = 2, D = .044 and F = .998
Average number of printers working:
For M = 1, J = (5)(.960)(1 - .091) = 4.36
For M = 2, J = (5)(.998)(1 - .091) = 4.54
MD - 50
Other Queuing Approaches

The single-phase models cover many
queuing situations
Variations of the four single-phase
systems are possible
Multiphase models
exist for more
complex situations
MD - 51
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transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or
otherwise, without the prior written permission of the publisher.
Printed in the United States of America.
MD - 52

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D

PowerPoint presentation to accompany

2014 Pearson Education, Inc.

2014 Pearson Education, Inc.

2014 Pearson Education, Inc.

Common Queuing Situations

Common Queuing Situations

Checkout clerks at cash register

Highway toll booth

Collection of tolls at booth

Treatment by doctors and nurses

Computer processes jobs

Switching equipment to forward calls

Transactions handled by teller

Repair people fix machines

Ships and barges

Dock workers load and unload

2014 Pearson Education, Inc.

2. Queue discipline, or the waiting line itself

3. The service facility

Parts of a Waiting Line

Arrivals to the system

Exit the system

Exit the system

2014 Pearson Education, Inc.

P(x)= probability of x arrivals

2014 Pearson Education, Inc.

2. Service time distribution

Queuing System Designs

Single-server, single-phase system

Single-server, multiphase system

Queuing System Designs

Multi-server, single-phase system

Queuing System Designs

Multi-server, multiphase system

Probability that service time 1

= Average service rate

Average service rate () =

Measuring Queue Performance

2014 Pearson Education, Inc.

Total expected cost

2014 Pearson Education, Inc.

2014 Pearson Education, Inc.

Queuing Models Described in This Chapter

2014 Pearson Education, Inc.

Queuing Models Described in This Chapter

2014 Pearson Education, Inc.

Queuing Models Described in This Chapter

Automated car wash

2014 Pearson Education, Inc.

Queuing Models Described in This Chapter

Shop with only a dozen

2014 Pearson Education, Inc.

2014 Pearson Education, Inc.

Queuing Formulas for Model A: Single-Server System,

= mean number of arrivals per time period

Ws = average time a unit spends in the system (waiting time plus

2014 Pearson Education, Inc.

Lq = mean number of units waiting in the queue

Wq = average time a unit spends waiting in the queue

= utilization factor for the system

2014 Pearson Education, Inc.

P0 = Probability of 0 units in the system (that is, the service unit is