Waiting Line Model

Elements of Waiting Lines

Queue is another name for a waiting line.
A waiting line system consists of two components:
The customer population (people or objects to be
processed)
The process or service system
Whenever demand exceeds available capacity, a
waiting line or queue forms
There is a tradeoff between cost and service level.

Customer Population Characteristics
Finite versus Infinite populations:
Is the number of potential new customers materially affected by the
number of customers already in queue?
Balking
When an arriving customer chooses not to enter a queue because its
already too long.
Reneging
When a customer already in queue gives up and exits without being
serviced.
Jockeying
When a customer switches between alternate queues in an effort to
reduce waiting time.

Balking
Input
source
Service
facility
Waiting
line
Service system
1995 Corel Corp.
Line was
too long!


Reneging
Input
source
Service
facility
Waiting
line
Service system
1995 Corel Corp.
I give up!
Decision Areas
- Arrival rates
- Number of service channels
- Number of phases
- Service time
- Priority rule
- Line arrangement

Example Priority Rules
First come, first served
Best customers first
Highest profit customers first
Quickest service requirements first
Largest service requirements first
Earliest reservation first
Emergencies first
Etc.

Performance Measures

Average queue length, L
q

Average number in system, L
s

Average queue time, W
q

Average time in system, W
s

System utilization,

Types of Queuing Models
Simple model
Multi-channel model
Constant-Service model

Simple Model Characteristics
Type: Single-channel, single-phase system
Queue: Unlimited; single line
Queue discipline: FIFO (FCFS)
Service rate > arrival rate

- lambda
arrival rate of the customers

- mu
service rate for a single server


Example
The manager of a video store is interested in
providing good service. On a Friday or
Saturday night, on average 30 customers per
hour arrive at the counter to check out a
video. The customers are served at an
average rate of 35 customers per hour from a
single cash register.


Determine the operating characteristics for
the video store.
Average number of customers in line
Average number of customers in the system
Average wait time in line
Average time in the system
Server utilization
Here, = 30 and = 35


Simple (M/M/1) Model Equations
Average number of customers in the system

= 7
Average number of customers in the queue


= 5.14

=
s
L
( )

=
2
q
L
Average time customers are in the system

= 0.2

Average time customers are in the queue


= 0.17

=
1
s
W
( )

=
q
W
Server Utilization factor percent of time
that the single server is busy; also the
probability that a customer will wait


= 0.85

=
Multiple Server
Computer Lab Help Desk
Now 45 students/hour need help.
3 servers, each with service rate of 18
students/hour
Based on this, we know:
= 18 students/hour
s = 3 servers
= 45 students/hour
Multichannel Equations
Probability of zero customers in the system:

= 0.047

Average number of customers in the system:



= 6.17

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S
S
S n
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S n
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( ) ( )

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=
0
2
! 1
P
S S
L
S
s
Average number of customers waiting for service

= 3.67
Average time a unit spends in the system:



= 0.137
Average time a person or unit spends in the queue


= 0.081

=
s q
L L

q
s q
L
W W = =
1
( ) ( )

s
S
s
L
P
S S
W = +

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=
1
! 1
0
2
Constant-Service Model
L
q
=

2


2( )
Average length
of queue
W
q
=


2( )
Average waiting time
in queue



L
s
= L
q
+
Average number of
customers in system
W
s
= W
q
+
1


Average time
in the system
Constant-Service 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


W
q
= = =
8
2(12)(12 8)
1
12
Net savings = $ 7 /trip
Waiting cost/trip
with compactor
= (1/12 hr wait)($60/hr cost) = $ 5 /trip
Savings with
new equipment
= $15 (current) $5(new) = $10 /trip
Cost of new equipment amortized = $ 3 /trip
Waiting Line Model
The elements of a waiting line system include
the customer population source, the patience
of the customer, the service system, arrival and
service distributions, waiting line priority rules,
and system performance measures.
Understanding these elements is critical when
analyzing waiting line systems.

Waiting line models allow us to estimate
system performance by predicting average
system utilization, average number of
customers in the service system, average
number of customers waiting in line, average
time a customer waits in line, and the
probability of n customers in the service
system.

The benefit of calculating operational
characteristics is to provide management with
information as to whether system changes are
needed. Management can change the
operational performance of the waiting line
system by altering any or all of the following: the
customer arrival rates, the number of service
facilities, the number of phases, server efficiency,
the priority rule, and the number of lines in the
system. Based on proposed changes,
management can then evaluate the expected
performance of the system.