Queuing Theory Presentation

QUEUING THEORY
 Body of knowledge about

waiting lines
 Helps managers to better

understand systems in
manufacturing, service, and
maintenance
 Provides competitive
advantage and cost saving
A QUEUE REPRESENTS ITEMS

OR PEOPLE AWAITING SERVICE
Applied Management Science for Decision Making, 1e © 2012 Pearson Prentice-Hall, Inc. Philip A. Vaccaro , PhD
Queue Characteristics
 Average number of  Average time a
customers in a line customer spends in a
waiting line.
 Average number of
customers in a service  Average time a
facility customer spends in a
service facility
 Probability a customer
must wait  Percentage of time a
service facility is busy
Queuing System Examples
System Customers Servers

Grocery Store Shoppers Checkout Clerks
Phone System Phone Calls Switching Equipment
Toll Highway Vehicles Tollgate
Restaurant Parties of Diners Tables & Waitstaff
Factory Products Workers
The Father of Queuing
Theory
Danish engineer, who, in 1909
experimented with fluctuating
demand in telephone traffic in
Copenhagen.
In 1917, he published a report

addressing the delays in auto-
matic telephone dialing equip-
ment.
At the end of World War II, his

work was extended to more
general problems, including AGNER K. ERLANG
waiting lines in business.

Lack of Managerial Intuition
Surrounding Waiting Lines
Queuing theory is not a matter of common

sense. It is one of those applications where
diligent, intelligent managers will arrive at
drastically wrong solutions if they fail to
thoroughly appreciate and understand the
mathematics involved.
THE QUEUING COST
TRADE-OFF
Cost
Total Cost
Minimum Cost of Providing
Service
Total ( salaries + benefits )
Cost
Cost of Waiting
Time
( time x value of time )
Low Level Optimal Service High Level

Of Service Level Of Service
Aspects of a Queuing
Process
 SYSTEM ARRIVALS
 THE QUEUE ITSELF
 THE SERVICE FACILITY

The Calling Population
 The source of all system

arrivals
 It is usually of infinite size
 Theoretically, any person

or object can enter the
service facility during
operating hours
Poisson Arrival
P
Distribution
( probability )
.25
Poisson
.20 Probability
Distribution
.15 for
λ=2
.10 (estimated mean arrival rate)
.05
.00
0 1 2 3 4 5 6 7 8 9 10 X ( the number of arrivals )

Poisson Arrival
P
Distribution
( probability )
.25
Poisson
.20 Probability
Distribution
.15 for
λ=4
.10 (estimated mean arrival rate)
.05
.00
0 1 2 3 4 5 6 7 8 9 10 X ( the number of arrivals )

Establishing A Discrete Poisson
Arrival Distribution
Given any average arrival rate ( λ ) in seconds, minutes, hours, days:
-λ x
P(X) = ε λ
X!
( FOR X = 0,1,2,3,4,5, etc. )
Where : P ( X ) = probability of X arrivals

X = number of arrivals per time unit
λ = the average arrival rate
ε = 2.7183 ( base of the natural logarithm )
EXAMPLE
If the average arrival rate

per hour is two people
( λ = 2 ) , what is the
probability of three ( 3 )
arrivals per hour?
Solution ε
-λ
λ
X
P(X) =
X!
Given λ = 2 :
-2 3
P ( 3 ) = 2.7183 2
3!
= [ 1 / 7.389 ] x 8
(3)(2)(1)
= .1353 x 8 = .1804 ≈ 18%

6
The Remaining
Probabilities
GIVEN THAT λ = 2
P ( 0 arrivals ) = 14%
P ( 1 arrival ) = 28%
P ( 8 arrivals ) = .8%
P ( 9 arrivals ) = .6%
P ( => 10 “ ) = 0%
Poisson Probability Table
For a given value of λ , entry indicates the probability of obtaining a specified value of ‘X’
X λ = 1.8 λ = 1.9 λ = 2.0
0 .1653 .1496 .1353
1 .2975 .2842 .2707
2 .2678 .2700 .2707
3 .1607 .1710 .1804
4 .0723 .0812 .0902
5 .0260 .0309 .0361
6 .0078 .0098 .0120
7 .0020 .0027 .0034
8 .0005 .0006 .0009
9 .0001 .0001 .0002
EXAMPLE
Precise
Terminology
Theoretical Distribution Observed Distribution
The discrete arrival

probability distribution, The actual discrete arrival
based on the average probability distribution
arrival rate ( λ ) which that was constructed
was computed from from the actual
the actual system system observations
observations
THIS DISTRIBUTION MAY

OR MAY NOT BE POISSON
DISTRIBUTED.
The theoretical poisson arrival
probability distribution must be
statistically identical to the observed
arrival probability distribution
THIS CAN BE ESTABLISHED BY A GOODNESS – OF - FIT HYPOTHESIS TEST
If the two probability distributions are not

found to be statistically identical, we are
forced to study and solve the problem
via simulation modeling
Service Times
.25
P
R Service times
O .20 THE PROBABILITY
A CUSTOMER normally
B WILL REQUIRE
follow
THAT SERVICE
A .15 TIME
B a negative
I .10 exponential
L probability
I distribution
.05
T
Y
.00
0 30 60 90 120 150 180 210
seconds
Queue Discipline
 Balking, reneging, and jockeying are not

permitted in the service system.
 Jockeying is the switching from one waiting

line to another.
JOCKEYING CAN BE DISCOURAGED BY PLACING

BARRICADES SUCH AS MAGAZINE RACKS AND
IMPULSE ITEM DISPLAYS BETWEEN WAITING LINES
Queuing Theory Variables
 Lambda ( λ ) is the
average arrival rate
of people or items into
the service system.
 It can be expressed in
seconds, minutes,
hours, or days.
 From the Greek small

letter “ L “.
 Mu ( μ ) is the average
service rate of the
service system.
 It can be expressed as
the number of people or
items processed per
second, minute, hour,
or day.
 From the Greek small

letter “ M “.
 Rho ( ρ ) is the % of
time that the service
facility is busy on the
average.
 It is also known as the
utilization rate.
 From the Greek small
letter “ R “.
“BUSY” IS DEFINED AS AT LEAST ONE

PERSON OR ITEM IN THE SYSTEM
 Mu ( M ) is a channel or
service point in the ser-
vice system.
 Examples are gasoline

pumps, checkout coun-
ters, vending machines,
bank teller windows.
 From the Greek large

letter “ M “.
 Phases are the number

of service points that
must be negotiated by
a customer or item
before leaving the
service system.
 They have no symbol. A CARWASH TAKES A VEHICLE

THROUGH SEVERAL PHASES:
PRE-WASH, WASH, WAX, AND
DRY BEFORE IT IS ALLOWED
TO LEAVE THE FACILITY.
• Po or ( 1 – ρ ) is the percentage of time that

the service facility is idle.
• L is the average number of people or items

in the service system both waiting to be
served and currently being served.
• Lq is the average number of people or items

in the waiting line ( queue ) only !
• W is the average time a customer or item spends

in the service system, both waiting and receiving
service.
• Wq is the average time a customer or item spends

in the waiting line ( queue ) only.
• Pw is the probability that a customer or item must

wait to be served.
“Mμ” is the effective service rate.*

The average number of customers
or items processed by the entire
service system
It can be expressed in seconds, minutes, hours, or days
* [ NUMBER OF SERVERS ] x [ AVERAGE SERVICE RATE PER SERVER ]

IMPORTANT
CONSIDERATION
 The average service
rate must always
exceed the average μ>λ
arrival rate.
 Otherwise, the queue

will grow to infinity.
THERE WOULD BE NO SOLUTION !

Single-Channel / Single-
Phase System
EXIT
 ONE WAITING LINE or QUEUE

 ONE SERVICE POINT or CHANNEL
Dual-Channel / Single-Phase
System
EXIT EXIT
No
Jockeying
 ONE OR TWO WAITING LINES Permitted
 TWO DUPLICATE SERVICE POINTS Between Lines
Dual-Channel / Triple-Phase
System
EXIT
C C EXIT
B B
A A
ENTER ENTER Jockeying

Is Permitted
 TWO IDENTICAL SERVICE CHANNELS. Between
Lines !
 EACH CHANNEL HAS 3 DISTINCT SERVICE POINTS ( A-B-C )
The Service System
COMPRISED OF TWO GROUPS
Customers or items
waiting to be served or
processed
Customers or items
currently being served
or processed
SUPERMARKET SHOPPERS ARE NOT IN THE
SERVICE SYSTEM UNTIL THEY MOVE
TO THE CHECKOUT AREA
RESTAURANT PATRONS ENTER THE SERVICE

SYSTEM AS SOON AS THEY ARRIVE
Queuing Theory
Limitations
Formulae only accommodate eight ( 8 )
channels and / or eight ( 8 ) phases
If service systems exceed the above,

it may be possible to divide them into
sub-systems for separate analyses.
BJ’s WHOLESALE CLUB HAS FOURTEEN

(14) CHECKOUTS.
HOWEVER,THEY COULD BE DIVIDED INTO
CONTRACTOR, EXPRESS, CASH-ONLY,
AND CREDIT-CARD-ONLY
SUBSYSTEMS.
Stealth Queuing Systems
NORMAL CHARACTERISTICS MISSING
VISITING NURSES,
PLUMBERS,
ELECTRICIANS
Moving waiting lines

may be replaced by
sitting customers
or stockpiled items.
Fixed channels may
be replaced by BROKEN MACHINES WAITING FOR A
MECHANIC, OR SEATED PATIENTS
mobile servers who IN A DENTIST’S OFFICE, OR
WORK-IN-PROCESS INVENTORY
carry portable WAITING FOR PROCESSING.
equipment and
make housecalls.
Behavioral Considerations
QUEUING THEORY
 Customer willingness to wait  Customer willingness to wait

depends on what is is higher if they know that
perceived as reasonable. others are also waiting their
turn.
 Waiting lines that are
always moving are  Customers should be
perceived as less permitted to perform the
painful. services that they can easily
provide for themselves.
Behavioral Considerations
QUEUING THEORY
 Well projected waiting  Customers should be

times allow customers to rewarded with price
adjust their expectations discounts or gifts if
and therefore their they must wait beyond a
aggravation. certain period of time.
IT SHOWS THAT THE FIRM VALUES

THEIR TIME AND IS WILLING TO PAY
 If customers are kept THEM FOR IT IF THE WAIT IS TOO LONG
busy, their waiting time
may not be construed as
wasted time.
FILLING OUT SURVEYS AND FORMS,
BEING ENTERTAINED
Phase Model
The Average Number of Customers in the System
λ
L =
μ - λ
Phase Model
The Average Number Just Waiting in Line
2
λ
Lq =
μ(μ- λ)
Phase Model
Average Customer Time Spent in the System
1
W =
(μ- λ)
Phase Model
Percentage of Time the System is Busy
λ
ρ =
μ
Single-Channel / Single-Phase
Model
APPLICATION
 A clerk can serve thirty Therefore:

customers per hour on
average. μ = 30
λ = 20
 Twenty customers
arrive each hour on M= 1
average.
Model
APPLICATION
The Average Number of Customers in the System
20
L = = 2
( 30 - 20 )
Model
APPLICATION
The Average Number Just Waiting in Line
2
( 20 )
Lq = = 1.33
30 ( 30 - 20 )
Model
APPLICATION
The Average Customer Time Spent in the System
1
W = = .10 hrs
( 30 - 20 ) ( 6 minutes )
Model
APPLICATION
The Percentage of Time the System is Busy
20
ρ = = 67%
30
QM for Windows
QUEUING APPLICATIONS
Single-Channel
Single-Phase
Model
WE SCROLL TO
“WAITING LINES”
One ( 1 ) Clerk On-Duty
Twenty ( 20 ) Arrivals per Hour
Thirty ( 30 ) Customers Can Be

Served per Hour
The probability of exactly seven (7)
persons in the system is 2%
(=k)
The probability of seven or fewer

( <= k )
The probability of more than seven (7)

(>k)
Queuing Theory Modeling with
Single-Channel
Single-Phase
Model
Template
and
Sample Data
Multi-Channel Single-Phase
Systems
This system is a single Additional
waiting line serviced by Parameters
more than one server.
It assumes: M = number of servers
or channels
 an infinite calling population
 a first-come, first-served Mμ = mean effective
queue discipline service rate for
 a poisson arrival rate
the facility
 negative exponential service
times
Systems
The probability that the service facility is idle:
1
Po =
n = M-1 n M
Σ 1/n! (λ / μ) + 1 (λ / μ) . Mμ
n=0 M! Mμ-λ
Systems
The average number of customers in the system:
M
λμ ( λ / μ )
L= . Po + λ / μ
(M-1)! (Mμ-λ) 2
Systems
The average number of customers in the queue:
Lq = L – ( λ / μ )
The average time a customer spends in the system:
W=L/λ
The average waiting time in the queue:
Wq = W – ( 1 / μ ) or Lq / λ
The probability that all the system’s servers are currently busy:
M
1 λ . Mμ . Po
Pw = M! μ Mμ-λ
Systems
Application Example
A bank has three loan officers on duty, each of whom can serve
four customers per hour. Every hour, ten loan applicants arrive
at the loan department and join a common queue. What are the
system’s operating characteristics?
1
Po =
0 1 2 3
1 (10 / 4 ) + 1 (10 / 4 ) + 1 ( 10 / 4 ) + 1 . ( 10 / 4 ) . 3(4)
0! 1! 2! 3! 3(4) - 10
= .045 = 4.5%
Systems
Application Example Continued
3
L= ( 10 )( 4 )( 10 / 4 ) . ( .045 ) + [ 10 / 4 ] =
2
( 3 – 1 ) ! [ 3 ( 4 ) – 10 ]
3
L= ( 40 )( 2.5 )
. ( .045 ) + 2.5 =
2 ! [ 12 - 10 ] 2
L = ( 40 )( 15.625 )
x .045 + 2.5 =
2
( 2 )( 1 ) [ 2 ]
L = [ ( 625 / 8 ) x .045 ] + 2.5 =
L = 3.515625 + 2.5 ≈ 6.0

Systems
L=6
Lq = 6 – [10/4] = 3.5
W = 6/10 = .60 hours ( 36 minutes )
Wq = 3.5 / 10 = .35 hours ( 21 minutes )
3
Pw = 1 10 . 3(4) . (.045) = .703 = 70.3%
3! 4 3(4)-10
QM for Windows
Multi-Channel
Single-Phase
Model
Multi-Channel
Single-Phase
Model
Template
and
Sample Data
Finite Calling Population
Model
Application
A shop has fifteen (15) machines which are repaired in the

same order in which they fail. The machines fail according
to a poisson distribution, and the service times are expo-
nentially distributed.
One (1) mechanic is on-duty. A machine fails on average,
every forty (40) hours. The average repair takes 3.6 hours.
N = 15 machines
λ = 1/40th of a machine per hour = .0250 machine per hour
μ = 1/3.6th of a machine per hour = .2778 machine per hour

Model
Probability that the system is empty:
1
Po =
N n
N! λ
Σ (N – n)! μ
n=0
N = size of the finite calling population

Model
Average length of the queue
Lq = N – λ + μ ( 1 – Po )
λ
Model
Average number of customers (items) in the system:
L = Lq + ( 1 – Po )
Average waiting time in the queue:
Lq
Wq =
(N–L)λ
Average time in the system:
W = Wq + ( 1 / μ )
Model
Application
1
Po = = .0616 = 6.16%
15 n
15! .0250
Σ ( 15 – n )! .2778
n=0
Lq = 15 – .0250 + .2778 ( 1 - .0616 ) = 3.63 machines
.0250
Model
APPLICATION
L = 3.63 + ( 1 - .0616 ) = 4.57 machines
3.63
Wq = = 13.94 hours
( 15 – 4.57 ) ( .0250 )
W = 13.94 + ( 1 / .2778 ) = 17.54 hours

Model
Performance Summary
Number Utilization Average Average Average Average Probability

of Rate Wait Line Number In Wait Time In of Waiting
Mechanics (ρ) (Lq) System (L) (Wq) System (W) (Pw)
3.63 4.57 13.94 17.54

M=1 .9384 Machines Machines Hours Hours 91.14%
.4464 1.648 1.337 4.9372
.0678 1.300 .198 3.7977
.0099 1.247 .0287 3.6284
M=4 .3094 Machines Machines Hours Hours .0251
Model
Cost Summary
Number Total Average Total Hourly Total

of Hourly Number In Opportunity Cost
Mechanics Wage System (L) Cost
M=1 $24.00 4.57 $13,710.00 $13,734.00

Machines
M=2 $48.00 1.648 4,944.00 $4,992.00
Machines
M=3 $72.00 1.300 $3,900.00 $3,972.00
Machines
M=4 $96.00 1.247 $3,741.00 $3,837.00
Machines
Assume Machine Hourly

Opportunity Cost of $3,000.00
QM for Windows
The Single-Channel
Mechanic Problem
Single-Phase
operational analysis
and Finite Calling Population
cost analysis Model
We assume that a mechanic earns
$24.00 per hour on average.
We also assume that the
opportunity cost of an
out-of-service machine
is $3,000.00 per hour.
Single-Channel
Single-Phase
Model
The
Mechanic Problem
( operational analysis only )
Template
and
Sample Data
Kendall-Lee
Convention
 Widely accepted classification system for queuing
models.
 Indicates the pattern of arrivals, the service time

distribution, and the number of channels in a model.
 Often encountered in queuing software.
 Known also as the Kendall Notation.

Basic Three - Symbol
Notation
The Template
Arrival Service Service
Distribution Time Channels
Distribution Open
1st 2nd 3rd
Where: M = poisson distribution

D = constant (deterministic) rate
G = general distribution with mean and variance known
m / s = number of channels or servers
1st Example
M M 1
Poisson Negative SINGLE-CHANNEL

Arrival Exponential SINGLE-SERVER
Distribution Service Time MODEL
Distribution
2nd Example
M M m
Poisson Negative MULTI-CHANNEL

Arrival Exponential MULTI-SERVER
Distribution
2nd Example
M M s
Poisson Negative MULTI-CHANNEL

Arrival Exponential MULTI-SERVER
Distribution
3rd Example
M M 1 Imposed
Legend
WITH FINITE POPULATION
Poisson Negative SINGLE-CHANNEL

Arrival Exponential SINGLE-SERVER
Distribution WITH FINITE
CALLING
POPULATION
4th Example
M D 3
Poisson Constant TRIPLE-CHANNEL

Arrival Service Time TRIPLE-SERVER
Distribution Distribution MODEL
MD3 Example
 3 stamping machines in a work center

 5 second fixed stamp time per inserted disc
 blank steel discs follow a poisson arrival
pattern into the center
5th Example
M G 2
Poisson The Normal Curve DUAL-CHANNEL

Arrival Service Time DUAL-SERVER
Distribution Distribution MODEL
MG2 Example
μ = 2.0 min
σ = 30 secs
M=2
 An office copy room has 2 copiers

 Copy job time is normally distributed
 The mean copy job time is 2 minutes
 The standard deviation is 30 seconds
 Employees follow a poisson arrival
pattern into the copy room
What We Have Seen
PROBLEM MODEL
The Convenience Store Clerk M/M/1
The Loan Officers M/M/m or M/M/s
The Mechanic M / M / 1 with finite calling population

QUEUING THEORY
Solved Problems
Queuing Theory
Computer-Based
Manual
The Post Office
Queuing Theory
Problem 1
A post office has a single line for customers to use while waiting for
the next available postal clerk. There are two postal clerks who work
at the same rate. The arrival rate of customers follows a poisson dis-
tribution, while the service time follows an exponential distribution.
The average arrival rate is one customer every three ( 3 ) minutes and
the average service rate is one customer every two ( 2 ) minutes for
each of the two clerks. The facility is idle 50% of the time ( Po = .50 ).
The Post Office
Queuing Theory
REQUIREMENT:
1. What is the average length of the line?
2. How long does the average person spend waiting

for a clerk to become available?
3. What proportion of the time are both clerks idle?

Po = .50 BUT NOW SHOW ALL SUPPORTING CALCULATIONS
The Post Office
Queuing Theory
Problem 1
Given: λ = 20 and μ = 30 ( per hour rates ) and M = 2
The average number of customers in the system ( L ) * :

2 Po = .50
( 20 x 30 ) ( .67 )
L= x ( .50 ) + .67
2
( 2 - 1 )! (2 x 30 – 20)
600 ( .4489 )
L= X ( .50 ) + .67 = .754165
2
( 60 – 20 )
* L needs to be calculated before Lq can be found.

The Post Office
Queuing Theory
Problem 1
The average length of the line ( Lq ) :
Lq = L – ( λ / μ )
Lq = .7541 – ( 20 / 30 ) = .0841
The Post Office
Queuing Theory
REQUIREMENT:


The Post Office
Queuing Theory
Problem 1
The average time in the system ( W ) :
W = L / λ = ( .7541 / 20 ) = .0377 of an hour or 2.25 minutes
The average time in the queue ( Wq ) :
Wq = Lq / λ = ( .0841 / 20 ) = .0042 of an hour or .25 minutes

The Post Office
Queuing Theory
REQUIREMENT:


The Post Office
Queuing Theory
1
Po =
2
0 1
1 20 1 20 1 x 20 x 2(30)
+ +
0! 30 1! 30 (2)(1) 30 2(30) - 20
1
Po =
[ 1 + .67 ] + .50 ( .4489 ) ( 1.5 )
Po = .50 - THE PROBABILITY THAT THE POST OFFICE IS IDLE

The Post Office Revisited
Queuing Theory
Problem 2
A post office has a single line for customers to use while waiting for
the next available postal clerk. There are three postal clerks who work
at the same rate. The arrival rate of customers follows a poisson dis-
tribution, while the service time follows an exponential distribution.
The average arrival rate is one customer every three ( 3 ) minutes and
the average service rate is one customer every two minutes for each
of the three clerks. The facility is idle 51.22% of the time ( Po = .5122 ).
Queuing Theory
REQUIREMENT:

3. What proportion of the time are all three clerks idle?

The Post Office Revisted
Queuing Theory
Problem 2
The average number of customers in the system ( L ) * :

3
( 20 x 30 ) ( .67 ) Po = .5122
L= x ( .5122 ) + .67 Given
2
( 3 - 1 )! (3 x 30 – 20)
600 ( .300763 )
L= X ( .5122 ) + .67 = .6794
2
2! ( 90 – 20 )
* L needs to be calculated before Lq can be found.

Queuing Theory
Problem 2
The average length of the line ( Lq ) :
Lq = L – ( λ / μ )
Lq = .6794 – ( 20 / 30 ) = .0094
The Post Office Revisted
Queuing Theory
REQUIREMENT:


Queuing Theory
Problem 2
The average time in the system ( W ) :
W = L / λ = ( .6794 / 20 ) = .0339 of an hour or 2.028 minutes
The average time in the queue ( Wq ) :
Wq = Lq / λ = ( .0094 / 20 ) = .00047 of an hour or .028 minutes

Queuing Theory
REQUIREMENT:


Queuing Theory
1
Po =
0 1 2 3
1 20 1 20 1 20 1 x 20 x 3(30)
+ + +
0! 30 1! 30 2! 30 (3)(2)(1) 30 3(30) - 20
1
Po =
[ 1 + .67 + .2244 ] + .166 ( .3007 ) ( 1.285 )
Po ≈ .5122 THE PROBABILITY THAT THE POST OFFICE IS IDLE

The Computer Technician
Queuing Theory
Problem 3
A technician monitors a group of five (5) computers that run an

automated manufacturing facility. It takes an average of fifteen
(15) minutes ( exponentially distributed ) to adjust a computer
that developes a problem. The computers run for an average of
eighty-five (85) minutes ( poisson distributed ) without requiring
adjustments.
Queuing Theory
Problem 3
REQUIREMENT :
1. What is the average number of computers waiting for adjustment?

2. What is the average number of computers not in working order?
3. What is the probability that the system is empty?
4. What is the average time in the queue?
5. What is the average time in the system?
Note: Po = .344 or 34.4% ( no need to manually compute! )

Queuing Theory
Problem 3
Given: λ = 60/85 = .706 computers ; μ = 4 computers ; N = 5

M = 1 ( technician ) ; Po = .344
Average number of computers waiting for adjustment :
Lq = N - λ+μ (1 – Po )
Lq = 5 – 4.706 ( .66 ) = 5 – 4.4 = .576
.706
Queuing Theory
Problem 3
REQUIREMENT :


Queuing Theory
Problem 3
The average number of computers not in working order:
L = Lq + ( 1 – Po )
L = .576 + ( 1 - .34 ) = 1.24

Queuing Theory
Problem 3
REQUIREMENT :


Queuing Theory
Problem 3
The probability that the system is empty :
Po = 0.344 ( as given )
Queuing Theory
Problem 3
REQUIREMENT :


Queuing Theory
Problem 3
The average time in the queue :
Lq
Wq =
(N–L)λ
.576
Wq = = .217 of an hour
( 5 – 1.24 )( .706 )
Queuing Theory
Problem 3
REQUIREMENT :


Queuing Theory
Problem 3
The average time in the system :
W = Wq + (1/μ)
W = .217 + ( 1 / 4 ) = .217 + .25 = .467 of an hour

Solved Problems
Queuing Theory
Computer-Based
Manual

Queuing Theory Presentation

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QUEUING THEORY

 Body of knowledge about

 Helps managers to better

A QUEUE REPRESENTS ITEMS

System Customers Servers

In 1917, he published a report

At the end of World War II, his

waiting lines in business.

Queuing theory is not a matter of common

Low Level Optimal Service High Level

 THE QUEUE ITSELF

 THE SERVICE FACILITY

 The source of all system

 It is usually of infinite size

 Theoretically, any person

0 1 2 3 4 5 6 7 8 9 10 X ( the number of arrivals )

0 1 2 3 4 5 6 7 8 9 10 X ( the number of arrivals )

Where : P ( X ) = probability of X arrivals

If the average arrival rate

= .1353 x 8 = .1804 ≈ 18%

X λ = 1.8 λ = 1.9 λ = 2.0

0 .1653 .1496 .1353

1 .2975 .2842 .2707

2 .2678 .2700 .2707

3 .1607 .1710 .1804

4 .0723 .0812 .0902

5 .0260 .0309 .0361

6 .0078 .0098 .0120

7 .0020 .0027 .0034

8 .0005 .0006 .0009

9 .0001 .0001 .0002

The discrete arrival

THIS DISTRIBUTION MAY

THIS CAN BE ESTABLISHED BY A GOODNESS – OF - FIT HYPOTHESIS TEST

If the two probability distributions are not

 Balking, reneging, and jockeying are not

 Jockeying is the switching from one waiting

JOCKEYING CAN BE DISCOURAGED BY PLACING

 From the Greek small

 From the Greek small

“BUSY” IS DEFINED AS AT LEAST ONE

 Examples are gasoline

 From the Greek large

 Phases are the number

 They have no symbol. A CARWASH TAKES A VEHICLE

• Po or ( 1 – ρ ) is the percentage of time that

• L is the average number of people or items

• Lq is the average number of people or items

• W is the average time a customer or item spends

• Wq is the average time a customer or item spends

• Pw is the probability that a customer or item must

“Mμ” is the effective service rate.*

* [ NUMBER OF SERVERS ] x [ AVERAGE SERVICE RATE PER SERVER ]

 Otherwise, the queue

THERE WOULD BE NO SOLUTION !

 ONE WAITING LINE or QUEUE

ENTER ENTER Jockeying

RESTAURANT PATRONS ENTER THE SERVICE

If service systems exceed the above,

BJ’s WHOLESALE CLUB HAS FOURTEEN

Moving waiting lines

 Customer willingness to wait  Customer willingness to wait

 Well projected waiting  Customers should be

IT SHOWS THAT THE FIRM VALUES