Lecture 2 Queuing Theory (Queuing Models)

Chapter 1 Outline
A. Elements and Characteristics of a Queuing
System
B. Queuing Models
1. Single-Server Models
2. Multiple-Server Models
3. Constant Service Time Models
4. Finite Population Models
13-1
Chapter 1
Queuing Theory
B. Queuing Models
Identifying Queue Characteristics using
Kendall Notation
n D. G. Kendalls notation specifying a queue
characteristics is
v/w/x/y/z
where,
v the arrival pattern
w the service pattern
x the number of available servers
y the systems capacity
z the queue discipline
Kendall Notation
n Various notations used for three of the
components are listed below. If y or z is not

specified it is taken to be or FIFO respectively
Queue Characteristic
Symbol
Meaning
Interarrival time
or
Service time
D
M
E
G
Deterministic
Exponential / Poisson distribution
Erlang type-k distribution
Gaussian / Normal distribution
Queue discipline
FIFO
LIFO
SIRO
PRIO
First In First Out

Last In First Out
Service In Random Order
Priority Ordering
Kendall Notation
n An M / D / 2 / 5 / LIFO system has Poisson
distributed interarrival times, deterministic

service times, two servers, and a limit of five
customers allowed into the service facility at any
one time, with the last customer to arrive being
the next customer to go into the service.
n A D / D / 1 system has both deterministic
interarrival times and service times, and only one

server. Since the system capacity and queue
discipline are not specified, they are assumed to
be infinite and FIFO, respectively.
Single-Channel Model, Poisson Arrivals,

Exponential Service Times (M/M/1)
Assumptions of the model:
n Arrivals are served on a FIFO basis.
n There is no balking or reneging.
n Arrivals are independent of each other but the
arrival rate is constant over time.

n Arrivals follow a Poisson distribution.
n Service times are variable and independent but
the average is known.
n Service times follow a negative exponential
distribution.
n Average service rate is greater than the average
arrival rate.
Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall
13-6

n When these assumptions are met, we
can develop a series of equations

that define the queues operating
characteristics.
n Queuing Equations:
Let
= mean number of arrivals per time period

= mean number of customers or units
served per time period
The arrival rate and the service rate must be
defined for the same time period.
13-7

1. The average number of customers or units in the
system, L:
L=
2. The average time a customer spends in the

system, W:
1
W=
3. The average number of customers in the queue, Lq:
2
Lq =
( )
13-8

4. The average time a customer spends waiting in
the queue, Wq:
Wq =
( )
5. The utilization factor for the system, , the

probability the service facility is being used:
13-9

6. The percent idle time, P0, or the probability no one
is in the system:
P0 = 1
7. The probability that the number of customers in

the system is greater than k, Pn>k:
Pn> k
k +1
13-10
Arnolds Muffler Shop

n Arnolds mechanic can install mufflers at a rate of
3 per hour.
n Customers arrive at a rate of 2 per hour.
n So:
= 2 cars arriving per hour
= 3 cars serviced per hour
2
2
L=
=
= = 2 cars in the system
32 1
on average
1
1
W=
=
32
= 1 hour that an average car

spends in the system
13-11

2
22
4
Lq =
=
=
= 1.33 cars waiting in line
( ) 3(3 2) 3(1)
on average
2
Wq =
= hour
( ) 3
= 40 minutes average
waiting time per car
2
= = = 0.67
3
= percentage of time
mechanic is busy
2
P0 = 1 = 1 = 0.33
= probability that there

are 0 cars in the system
13-12

Probability of more than k cars in the system
k
Pn>k = (2/3)k+1
0.667
0.444
0.296
0.198
0.132
0.088
0.058
0.039
Note that this is equal to 1 P0 = 1 0.33 = 0.667
Implies that there is a 19.8% chance that more

than 3 cars are in the system
13-13
Excel QM Solution to Arnolds

Muffler Example
Program 13.1
13-14

n Introducing costs into the model:
n Arnold wants to do an economic analysis of
the queuing system and determine the waiting
cost and service cost.
n The total service cost is:
Total
(Number of channels)
=
service cost
x (Cost per channel)
Total
service cost = mCs
13-15

Waiting cost when the cost is based on time in the
system:
Total
(Total time spent waiting by all
=
waiting cost
arrivals) x (Cost of waiting)
(Number of arrivals) x
= (Average wait per arrival)C
w
Total
= (W)Cw
waiting cost
If waiting time cost is based on time in the queue:
Total
= (Wq)Cw
waiting cost
13-16

So the total cost of the queuing system when based
on time in the system is:
Total cost = Total service cost + Total waiting cost
Total cost = mCs + WCw
And when based on time in the queue:
Total cost = mCs + WqCw
13-17

n Arnold estimates the cost of customer waiting
time in line is $50 per hour.

Total daily
waiting cost = (8 hours per day)WqCw
= (8)(2)(2/3)($50) = $533.33
n Arnold has identified the mechanics wage $7 per
hour as the service cost.

Total daily
service cost = (8 hours per day)mCs
= (8)(1)($15) = $120
n So the total cost of the system is:
Total daily cost of

the queuing system = $533.33 + $120 = $653.33
13-18

n Arnold is thinking about hiring a different
mechanic who can install mufflers at a faster rate.

n The new operating characteristics would be:
= 2 cars arriving per hour
= 4 cars serviced per hour
2
2
L=
=
= = 1 car in the system
42 2
on the average
W=
1
1
=
42
= 1/2 hour that an average car

spends in the system
13-19

2
22
4
Lq =
=
=
= 1/2 car waiting in line
( ) 4( 4 2) 8(1)
on the average
1
Wq =
= hour
( ) 4
= 15 minutes average
waiting time per car
2
= = = 0.5
4
= percentage of time
mechanic is busy
2
P0 = 1 = 1 = 0.5
= probability that there

are 0 cars in the system
13-20

Probability of more than k cars in the system
k
Pn>k = (2/4)k+1
0.500
0.250
0.125
0.062
0.031
0.016
0.008
0.004
13-21
Arnolds Muffler Shop Case

n The customer waiting cost is the same $50 per
hour:
Total daily
waiting cost = (8 hours per day)WqCw
= (8)(2)(1/4)($50) = $200.00
n The new mechanic is more expensive at $20 per
hour:
Total daily
service cost = (8 hours per day)mCs
= (8)(1)($20) = $160
n So the total cost of the system is:
Total daily cost of

the queuing system = $200 + $160 = $360
13-22

n The total time spent waiting for the 16 customers
per day was formerly:
(16 cars per day) x (2/3 hour per car) = 10.67 hours
n It is now is now:
(16 cars per day) x (1/4 hour per car) = 4 hours

n The total daily system costs are less with the new
mechanic resulting in significant savings:

$653.33 $360 = $293.33
13-23
Enhancing the Queuing Environment

n Reducing waiting time is not the only way
to reduce waiting cost.

n Reducing the unit waiting cost (Cw) will
also reduce total waiting cost.
n This might be less expensive to achieve
than reducing either W or Wq.
13-24
Multichannel Queuing Model with Poisson

Arrivals and Exponential Service Times (M/M/
m)
Assumptions of the model:
n Arrivals are served on a FIFO basis.
n There is no balking or reneging.
n Arrivals are independent of each other but the
arrival rate is constant over time.

n Arrivals follow a Poisson distribution.
n Service times are variable and independent but
the average is known.
n Service times follow a negative exponential
distribution.
n The average service rate is greater than the
average arrival rate.
13-25
Multichannel Queuing Model with Poisson

Arrivals and Exponential Service Times (M/M/m)
n Equations for the multichannel queuing model:
n Let
m = number of channels open

= average arrival rate
= average service rate at each channel
1. The probability that there are zero customers in
the system is:
P0 =
n = m 1
n=0
1

n!
1
m
+
m! m
for m >
13-26
Multichannel Model, Poisson Arrivals,

Exponential Service Times (M/M/m)
2. The average number of customers or units in the
system
( / )m
L=
P
+
0
( m 1)! ( m )2
3. The average time a unit spends in the waiting line or

being served, in the system
( / )m
1 L
W =
P
+
=
2 0
( m 1)! ( m )

13-27
Multichannel Model, Poisson Arrivals,

Exponential Service Times (M/M/m)
4. The average number of customers or units in line
waiting for service
Lq = L

waiting for service
1 Lq
Wq = W =

waiting for service
=
m
13-28
Arnolds Muffler Shop Revisited

n Arnold wants to investigate opening a second
garage bay.
n He would hire a second worker who works at the
same rate as his first worker.
n The customer arrival rate remains the same.
P0 =
P0 =
n = m 1
n =0
1

n!
1
m
+

m! m
1
1
1 2

n =0 n! 3
1 2 2(3)
+
2! 3 2(3) 2
for m >
= 0.5
= probability of 0 cars in the system

13-29

n Average number of cars in the system
( / ) m
L=
P+
2 0
(m 1)!(m )
2(3)(2 / 3) 2 1 2
L=
( ) + = 0.75
2
(1)![2(3) 2] 2 3
n Average time a car spends in the system
3
W = = hour = 22 1 minutes
2
8
13-30

n Average number of cars in the queue
3 2 1
Lq = L = =
= 0.083
4 3 12
n Average time a car spends in the queue
Wq = W
Lq
0.083
= 0.0415 hour = 2 1 minutes
2
2
13-31

n Adding the second service bay reduces the
waiting time in line but will increase the service

cost as a second mechanic needs to be hired.
Total daily waiting cost = (8 hours per day)WqCw
= (8)(2)(0.0415)($50) = $33.20
Total daily service cost = (8 hours per day)mCs
= (8)(2)($15) = $240
n So the total cost of the system is

Total system cost = $33.20 + $240 = $273.20
n This is the cheapest option: open the second bay
and hire a second worker at the same $15 rate.
13-32
Effect of Service Level on Arnolds

Operating Characteristics
LEVEL OF SERVICE
OPERATING
CHARACTERISTIC
ONE
MECHANIC
=3
TWO
MECHANICS
= 3 FOR BOTH
ONE FAST
MECHANIC
=4
Probability that the system

is empty (P0)
0.33
0.50
0.50
Average number of cars in

the system (L)
2 cars
0.75 cars
1 car
Average time spent in the

system (W)
60 minutes
22.5 minutes
30 minutes
Average number of cars in

the queue (Lq)
1.33 cars
0.083 car
0.50 car
Average time spent in the

queue (Wq)
40 minutes
2.5 minutes
15 minutes
Table 13.2
13-33
Excel QM Solution to Arnolds

Muffler Multichannel Example
Program 13.2
13-34
Constant Service Time Model (M/D/1)

n Constant service times are used when
customers or units are processed

according to a fixed cycle.
n The values for Lq, Wq, L, and W are always
less than they would be for models with
variable service time.
n In fact both average queue length and
average waiting time are halved in
constant service rate models.
13-35

1. Average length of the queue
2
Lq =
2 ( )
2. Average waiting time in the queue
Wq =
2 ( )
13-36

3. Average number of customers in the system
L = Lq +
4. Average time in the system
W = Wq +
13-37
Garcia-Golding Recycling, Inc.

n The company collects and compacts
aluminum cans and glass bottles.

n Trucks arrive at an average rate of 8 per hour
(Poisson distribution).
n Truck drivers wait about 15 minutes before
they empty their load.
n Drivers and trucks cost $60 per hour.
n A new automated machine can process
truckloads at a constant rate of 12 per hour.
n A new compactor would be amortized at $3
per truck unloaded.
13-38

Analysis of cost versus benefit of the purchase
Current waiting cost/trip = (1/4 hour waiting time)($60/hour cost)
= $15/trip
New system: = 8 trucks/hour arriving
= 12 trucks/hour served
Average waiting
time in queue = Wq = 1/12 hour
Waiting cost/trip
with new compactor = (1/12 hour wait)($60/hour cost) = $5/trip
Savings with
new equipment = $15 (current system) $5 (new system)
= $10 per trip
Cost of new equipment
amortized = $3/trip
Net savings = $7/trip
13-39
Excel QM Solution for Constant Service

Time Model with Garcia-Golding Recycling
Example
Program 13.3
13-40
Finite Population Model

(M/M/1 with Finite Source)
n When the population of potential customers is
limited, the models are different.

n There is now a dependent relationship between
the length of the queue and the arrival rate.
n The model has the following assumptions:
1. There is only one server.
2. The population of units seeking service is
finite.
3. Arrivals follow a Poisson distribution and
service times are exponentially distributed.
4. Customers are served on a first-come, firstserved basis.
13-41

Equations for the finite population model:
Using = mean arrival rate, = mean service
rate, and N = size of the population, the
operating characteristics are:
1. Probability that the system is empty:
P0 =
1
N
N!

n = 0 ( N n )!
13-42

2. Average length of the queue:
+
Lq = N
(1 P0 )

3. Average number of customers (units) in the system:
L = Lq + (1 P0 )
4. Average waiting time in the queue:
Wq =
Lq
( N L)
13-43

5. Average time in the system:
W = Wq +
6. Probability of n units in the system:

n
N!
Pn =
P0 for n = 0,1,..., N
( N n)!
13-44
Department of Commerce
n The Department of Commerce has five printers
that each need repair after about 20 hours of work.

n Breakdowns will follow a Poisson distribution.
n The technician can service a printer in an average
of about 2 hours, following an exponential
distribution.
n Therefore:
= 1/20 = 0.05 printer/hour
= 1/2 = 0.50 printer/hour
13-45
Department of Commerce Example

1.
P0 =
1
5
5! 0.05
n = 0 (5 n )! 0.5
= 0.564
2.
0.05 + 0.5
Lq = 5
(1 P0 ) = 0.2 printer
0.05
3.
L = 0.2 + (1 0.564 ) = 0.64 printer
13-46

4.
0.2
0.2
Wq =
=
= 0.91 hour
(5 0.64)(0.05 ) 0.22
1
W = 0.91+
= 2.91 hours
0.50
5.
If printer downtime costs $120 per hour and the

technician is paid $25 per hour, the total cost is:
Total
hourly
cost
(Average number of printers down)

(Cost per downtime hour)
+ Cost per technician hour
= (0.64)($120) + $25 = $101.80

13-47
Excel QM For Finite Population Model with

Program 13.4
13-48
Some General Operating

Characteristic Relationships
n Certain relationships exist among specific
operating characteristics for any queuing system

in a steady state.
n A steady state condition exists when a system is
in its normal stabilized condition, usually after an
initial transient state.
n The first of these are referred to as Littles Flow
Equations:
L = W
Lq = Wq
(or W = L/)
(or Wq = Lq/)
n And
W = Wq + 1/
13-49
More Complex Queuing Models and

the Use of Simulation
n In the real world there are often variations from
basic queuing models.

n Computer simulation can be used to solve these
more complex problems.
n Simulation allows the analysis of controllable
factors.
n Simulation should be used when standard
queuing models provide only a poor
approximation of the actual service system.
13-50

Lecture 2 Queuing Theory (Queuing Models)

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Lecture 2 Queuing Theory (Queuing Models)

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Chapter 1 Outline

A. Elements and Characteristics of a Queuing

Identifying Queue Characteristics using

n D. G. Kendalls notation specifying a queue

Identifying Queue Characteristics using

n Various notations used for three of the

components are listed below. If y or z is not

First In First Out

Identifying Queue Characteristics using

n An M / D / 2 / 5 / LIFO system has Poisson

distributed interarrival times, deterministic

n A D / D / 1 system has both deterministic

interarrival times and service times, and only one

Single-Channel Model, Poisson Arrivals,

arrival rate is constant over time.

Single-Channel Model, Poisson Arrivals,

can develop a series of equations

= mean number of arrivals per time period

Single-Channel Model, Poisson Arrivals,

2. The average time a customer spends in the

3. The average number of customers in the queue, Lq:

Single-Channel Model, Poisson Arrivals,

5. The utilization factor for the system, , the

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Single-Channel Model, Poisson Arrivals,

7. The probability that the number of customers in

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Arnolds Muffler Shop

= 1 hour that an average car

Arnolds Muffler Shop

= probability that there

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Arnolds Muffler Shop

Note that this is equal to 1 P0 = 1 0.33 = 0.667

Implies that there is a 19.8% chance that more

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Excel QM Solution to Arnolds

Arnolds Muffler Shop

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Arnolds Muffler Shop

Arnolds Muffler Shop

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Arnolds Muffler Shop

time in line is $50 per hour.

n Arnold has identified the mechanics wage $7 per

hour as the service cost.

n So the total cost of the system is:

Total daily cost of

Arnolds Muffler Shop

mechanic who can install mufflers at a faster rate.

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

= 1/2 hour that an average car

Arnolds Muffler Shop

= probability that there

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Arnolds Muffler Shop

Copyright 2012 Pearson Education, Inc. publishing as Prentice Hall

Arnolds Muffler Shop Case

n The new mechanic is more expensive at $20 per

n So the total cost of the system is:

Total daily cost of

Arnolds Muffler Shop

per day was formerly:

(16 cars per day) x (1/4 hour per car) = 4 hours