Techniques in lr'{anagement

have to wait near the store to-obtain the supplies of materials, pads or tools needed for their work),' or'.loSS
associated with poor employee morale resulting from being idle. On the other hand, too high a service level
would result in very high set-up cost and idle tirne{or the service station(s). Thus, the goal ofqueuing model-
ling is the achievement ofan economic balance between the cost ofproviding sewice and the cost dssbeiated
I I Th. qr*ing theory also c alled.the waiting line theory, owesits development to A K Erlang's efforts to analyse rvith thc u'ait required for that scrvicc.
:.r, leleplro.ne traffic congestion with a vielv to satisfting the randomly arising demand for the services of the
. Copenhagen automatic telephone system, in the year 1909. The theory is applicable to siruations where the
'custttmers' arrive at some 'serviee.station (s)' for some service; wait (occasionally not); and then leave the
system after getting the service. In such 'arrival and departure' problems, the cwtomers might be people
waiting to deposit their electricity bills at a cash counter, machines waiting to be repaired in a factory's repair
shop, aeroplanes'waiting to land at an airport, patients in a hospital who neted treatrnent ... and so on. The The general structure ofa queuing system is depicted in Figure. 10.1.
service stahons insuch problems are the cash counters in the electricity office, repairmen in the shop, runways
at the airpod and doctors attending the patients, respectively. Some more examples ofqueuing situations are Service system Customers leave
given in Table 10.1. the system

(r(.,
Service mechanism

Ftg*. l0.t General $trucrure of the Queuing System

We shall discuss in more details the various elements of a queuing system and then present mathematical
results for some specific systems. The elements ofa system are:

1 . Arrival Process The arrivals from the input population may be classified on different bases as lol lows:

(a) Accoriling to source The source of customers for a queuing system can be inhnite or finite. For example,
all people ofa city or state (and others) could be the potential customers at a superbazar. The number ofpeople
being very large, it can be taken to be infinite. On the other hand, there are many situations in business and
industrial conditions where we cannot consider the population.to be infinite-it isfinite. Thus, the ten
machines in a factory requiring repairs and maintenance by the maintenance crew would examplifu finite
population. Removing one machine from a small, finite, population like this wili have a noticeable effect on
ttre calls expected to be made (for repairing) by the remaining machines than if there were a large number of
machines, say 500.

@) Accoding to numbers The customers may arrive for service individually or in groups. Single arrivals are
illushated by customerc visiting a beautician, shrdents reaching at a library counter, and so on. On the other
hand, families visiting restaurants, dhip discharging cargo at a dock are examples ofbulk, or batch, arrivals.

The waiting lines deveiop because the service to a customer may not be rendered immedrately as the customer
(c\ According to time Custorrors mav arrive in the system at known (regular or otherwise) times. or they
might anive in randoni way. The queuing models wherein customers' arrival times are known with certainty
a
reaches the service facility. Thus, lack ofadequate service facility would cause waitifg fines ofcustomers
to be
fnmarl Th- uruJ woJ :^- J-*^-I -^- L^ .---....:.r. are categorised as deterministic models (insofu as this characteristic is concerned) and are easier to handle.
^-l',., ruct urs sur vruE
^,,+L^r+L^..- usilr4ru rdr uE ilrcr wlur easc ls t() lilcrease me servlce capaclry (and
raising the efficiency ofthe existing capacity ifpossible) to a higher level. The capacity might be built On the other hand, a substantial majority of the queuing models are based on the premise that the customers
to such
a high level as can alu'ai's rneet the pea"k dcrnand *'ith nc qucucs. But adding to capacity enter the system stochastically, at random points in time.
may be coslly allair
and uneconomic afier a stage because then it shalt reinain idle to varying Jegrees when there With random anivals, the number of customers reaching the system per unit time might be described by a
are no or few
customers. A manageq therefore, has to decide on an appropriatt level ofservice which is neither too probability distribution. Althoug1r the arrivals might follow any pattera, the frequently employed assumition.
low nor
high Ineffrcient or poor service would cause excessive waiting which tias a cost in terms of customer which adequately supports many real world situations, is that the arrivals are Poisson distributed.
1oo
frushation, loss of good'rvill in the long run, direct cost of idle employees (where, for example, the employees
 Queuing Theory !lr
Q.uanti t a tive ! e:!132y1i1!!*Xiryg

two asp,ects of a service system{a) structure of the sen'ice systern, and $v)SeruiceFacllitiesinaserieslnthis,a'customerentersthefirststationandgetsaportion..of
moves on to the next statioq
Z. Se6ce System There are gets some service and then again
to the next station,
service and then moves on
(b) the sPee.d of service'
;;;;;;;i'"*received the cof!t:t'-:1y:
... and so on, and finally leave' :::'lill}:TilY]tr"""t
knuriin*'o''ll'iY:P:i':'.',;"":,::;t"tffi:::t uPst.'!tui*'
the Service SYstem . *"^i. steel item mav consist of cutting' ruming'
@) Stntcture oJf
a situation'

By structure ofthe service system we mean

how the service facilities exist. There are several possibilities' For ffi'jiffi ffi;*il;;;si, ,*1.. mo
'"'ies.
Figure 10.2(d) shows such

bianiple, there maY be

0) A Stngte Servtce Facttigt A likary counter is an example of this. Themodels that involve a single
,.*i.. r*irty ur. called single semer models. Figure 10.2 (a) illustrates such a model"

in
ffi"ffi Muhiple senters seies

possibilities as well'
Besides these, theremay be other
Ftc*.ffid Single Semeri $We QueueMidet
(ii)Multtpte, parallel Facllities with Eingle Queue That is, there is more than one server. The term
parailel impiies that each server provides the same type of facility. Booking at a sen'ice staliol 93t_h* Inaqueuingsystom,thespecdwithr,rihictrservijels..pYdedcanbeexpressedineitheroftwoivays--&s
several mechanios, each handling one vehicle; illushates this type ofmodel. It is showrt in Figure 10.2
(b).
seryicerateandarr"*irrri*i.i"t *ia.ir,ro.*lteslhenumberofcustomersserYicedduringaparticu-
needed to sewiee a customei' service
rates aird
lar time period. Trr" rr*i." ti*.lNOl.ut., tre amount of time of the facility' Thus'
are reciprocals of eacrr otliu *ilru,r,
ortn * is suffrcient to indicate the capacity
tirnes
ifacashiercanattend,,"*.".",,**l0customelinanhour,theserviceratewluldbeexpressedas
Generally, however, we consider
10 custorhus/ho* .rd r.*;;;uT;;; t" .qra ," o *tnutes/customer;
the service time onlY.
the problem can be handled easily'
But' as generally happurs' ifthese
Ifthese service times are known exactly, to
distribution of the service times in order
are different and not known
with certuinty, *e huvt to consider the ar€
that service times
i.n.*il, ,i. q*rirg models are based on the assumption
analyse the queuing ,yrt r.
ibuted ubout some average service
time'
arst
"rp,onr*iot'ty
g'Qo,u,str[ctureAnotherelementofaqueuingsystemisthequeuestructure.Inthequeuestrucfure, are picked up
ffi. 10JO) Multiple, Parallel Seruers, Single Queue Model
the important thing to tno* l. ti.
q*". ai*rprir. *hi.h m.ans th. order by which customers
are:
fo"t*itt' fl"t* are a number of possibilities' They
fifl fAuldpte, parallel Facllities with Multlple Queues This type of model is different frorn the from the waiting fir.
.*ii.. queue. Different cash counters in an electricity
on. only in that each ofthe servers has a different
served
offiee where the.customers can make payment in respect of their electricity bills provide an exanrple of this @) Fi rs t' come 1firs t-
queue discipline is ofthe first'come-
type ofmodel. Figure 10.2(c) porhays such a rnodel. is inthe orderoftheir arrival' the
when the orderofservice ofcustomers who came first will board the bus first'
a queue at the bus stop, the
people
Service stations firsrsen ed type. eo, .*u*pt.l*iti

P) Last-come-1first-served
the ones who
are sBryiced inan order reverse
ofthe order in whichthey enter so that
soiiietiiiies, the custcmers or order forms to be processei
example, assume that t.tt.r, to be
typed,
join the last are seryed firr;. r;; might process
, - -:, - ^^^. -".:,;;;;;,1
accurnulaterllaplic,cacnrrur' -'Er'"'
duu.'ur:t.inn nut oir the top of them. The gpist or the clerk
to pofthepile.Thus.alustanivingraskwould.bethc
;;t;l;*t by taking each new task from the
the people who join an
"t "iders *rives bedre it is iictea up. Similarly,
to be servic.a pronio.Jmlino t
.rt.r turt
next
it'
elevator last are the ltrst ones to
leave

Figure 10.2(c) Parallel Servers, Multtple Queues Model

 EI
H
!dl
tfit
r$t
Qudntitative Techniques in L[anagement Itt
Queuing Theory 527
Hi
ur
: : :''{CJ :SqIVP e 4 n'fafl dom -o rde r P IAO) 5. Server idle time-the relative frequency with which thq service system
is idle. Idle time is directly related to frt
*
Random ordcr ofservice is defined as: whenever a customer is chosen for service, the selection is made cost. However, reducing idle time may have adverst effeits on the other characterjstics mentioned above. ,E
-' cusiomer in the queue is equally likeiy to be seiecte<i. The time of arrival of the
in a
*
customers is, We now procee<i to discuss some oithe queuing motieis. It may be mentioned here that the results obtained
,,W'g't1-ni:ry
ti?iefoie; ofno consequence in such a case. from various models are based on the assumption that the senice system is operating under equilibrium or
Fr
(d) Prloiy service !&
fs steady state conditions. For many systems, the operating day begin sin transient stale with no customers in the
system. It lakes some initial time interval for enough customers to arrive such that a steady state balance is
rhe
11!to,1ers 'n 1:u.::
might be rendered seryice on a priority basis, Thus, customers
may be called #
ffi
reached. It should be clearly understood that a steady state does not mean that the system will reach point
a
according to some identifiable characteristic (length ofjob, for example) for service. where the number ofcustomers in the system never changes. Even when the systern reaches equilibrium,
Treatnent of VIps in
preference to other patients in a hospital is an example in point. ffi fluctuations will occur. A steady state condition really implies that various system performance measures (the
ffi
For the queuing models that we shall consider, the assumption would *a operating characteristics) would reach stable values.
be that the customers are serviced on the
first-come-fi rst-served basi s.
&,
Another thing to consider in the queuing structure is the behaviour
or attitude ofthe customers entering the 7:',
queuing system' on tlis basis, the customers may be classified s_.
as being (a) patient, or (b) impatient. If the d
customersjoin a queue, when it exists, and wait titl ttrey enter the ffi
serulci station for getting service, they are
called patient castomers. on the other hand, the queuing systems may e The queuing models can be categorised as being deterministic or probabilistic. Ifeach customer anives at
eqioy customer behaviour in the formof
rrgm me queue. The customers may not reliciqoeues randomly (if &.
fr.eclionl there ar.e multiple queues) and known intervals and the service time is known with certainty, the queuing model shall be deterministic in
nafure. Tbe vast majority ofthe queuing models are, bowever, bur.d on tt. assumption that one or more

FI#frH::ifl1',#'#:[H"]"#We;e,ffi,:xrnllTm:*nmml+,J;:
for sometime and then leaves the sysrem becausd'iiiiffirtirg .too
elements ofthe queuing system can be expressed only in pobabilistic terms. Hence, nearly all ofthe queuing
slowry'.
cheatingbi somecustomers for queue positions. Besides, some customers-rnay,
Til;;;ry.ill;;;;;;;; models are ofprobabilistic type.
upon their agival, not join the
for sgmg_reason and decide to return for service aia later time, omuy
J.ue{
tion altogether.In teuhs ofthe queuing theory this is knownas@@,
.u.n uruioo, the input popula- 10.4.1 Deterministic Queuing Model
*o o..u" fu.tirrlarly,when there are
limits on the time and the extent of storage capacity availabliiffiold
specified, the storage capacity is hken to be infttite. In the queuing
*uiting,*torerffi;;ffiffi; Let rrs first consider the case where the customers arrive in the queuing system at regular intervals and the
models that we consider, we shall assume service time for each customer is known and constant.
drat there is no balking orjockeying and that the customers
ieave iire system only after receiving service, and Suppose that customers come to a bank's teller counter every 5 minutes. Thus, the interval between the arrival
not before. Mathematical models give way to simuration
when this assumptio, ur.ut" of any two successive customers is exactly 5 minutes. Suppose further that the banker takes exactly 5 minuies
to serve a cuslomer. Here the anival and the service rates are each equal to 12 customers per hour. In this
situation there shall never be a queue and the banker shall always be busy with work..

Now, suppose that the banker can serve 15 cusiomers per hour. The consequence ofthis higher seryice rate
would be that the banker would be busy 4/5th of the time and idle in l/5th of his time. He shall take 4 minutes
An analysis ofa given queuingsystem involves a sfudy ofits dillerent !
operating characteristics. This is done to serve a oustomer and wait for I minute for the next customer to come. There would be, as before, no queue. I
using queuing models. Some ofthe more commonly considered T
characteristicsL discussed below. I
If, on the other hand, the banker can serve only 10 customers per hour, then the resultwould be that he would I
length---the average number of customers in the queue
!, ?:'"
indicate poor server perfonnance while smail queues may irnply
waiting to get service. Large queues may be always busy and the queue length will increase continuously without limit with the passage oftime. It is easy I
I
too mu.i ,.,i., .up*iry to visualise that when the service rate is less than the arrival rate, the service facility cannot cope with all the i
2' system length-the average number of customers in the arrivals and eventually the system leads to an explosive situation. The problem ln such situations can be I
system, those waiii,g ro be and those being ser-
viced' Large values ofthis statistic imply congestion and possible resolved by providing additional scrvicc station(s). Symbolically, let the arrival rate be ,1. customers per unit t
customer dissatiffaction and potential
a need {
for greater service capaqitv. time and the service rate is p customers per unit time.
f
i
3' llaiting time in the queue-the average time that Then, t
a customer has to wait in the queue Io get service. Long
waiting iimes are tiirectly relate<i to customer dissatist'action and potential loss of
if7>rr thc r';aiting linc shall bc formed *'hich will increase indcfinitely; the sa-"'icc facilify i
futo.u r*.nu.r, while very f.
sma-ll waiting times may indicate too much service
capacity. would always be busy; and the service system will eventually fail; and 1
i
t:i if L<
:
4' Total time in thc system-the average time that {lr, trt drere shall be no waiting time; the proportion of time the service facility would be idle
a cuslomer spends in the system. from entry in
the queue to
te
completion ofservice. Large values ofthis statistic i3, is I - ),1p.
are indicative ofthe need to make adjustment
in the capacity..
*n Theratio Lllt=piscalledtheaverageutilisation,orthetrafficintensily,ortheclearingratio,
 :i:'.l
#i* ;gua"atutive Techniques in lu[anagement
Queuing Theory w
,i&t',a@t,ls{.@

tt= 18 customers/hour
'':F#ourpres€nt-model' (a) Hcre
''' if p, rm worrrd
1, the system rrrtimaterv
wouldultimately fail, en,
fair and l I= 3 minutes = 0'05 hour
to os)
. i i:r:r:y:": if p S l, the system wgrks and p is the proportion of time it is busy. P (lass than 3 minutes)= 1 - 2'7133-ita)
t'W9-'iun,eglily-uisualisethat
the condition of uniform anival and uniform senice rates has a very
: 0.593
lirnited
p$ii!99.t$ty- Sich conditions may exist whon we are dealing, for example, with movements of items P = 18 customers'/hour'
for (b). with
- -' *-proctssing'in"highly
automated.plants. However, generally, and more particularly when human beings T = 12 minutes:0'20 hour'
are
iirvciived, the anil'als and servicing time are variable and uncertain. Thus, variable'arriuat rates a'A
seriicilg = e1r
tiiiies are thb more realistic asumptions. Tle probabilistic queuing.od.lr, P (more than 12 minutes)
mentioned previously, are (o'20)
based on these assumptions. ^ = 2 7133{1t)
= 0'021
10.4.2 Probabilistic Queuing Models
Furtlrer,ineachoftlremodels,thecustomoserviceisassumedtobeinftrst-come.first-seryedorder.
of the numerous queuing models available, we shall consider the following models:
these three models in tum'
Now we shall ilescribe and analype
(a) Poisson-exponential, single server modcl-inEnite population;
(b) Poisson-exponential, single server model-finite population; and A.Poisson-orponentialsiu6eserverModel_InffnitePopulationThismodelisbasedonthe
foUo*rng*su*Ptions:
. (c) Poisson-exponential, multiple server model-infinite population. with amean anival rato of' say' l'
(a) The anivals follow Poisso4 distribution'
the average service rate be p'
In each ofthese, the rvords 'Poisson-exponential' indicate that the customer arrivals
follow poisson distribu- (b) ft. r.*1.. time has exponential distribution' Let
tion while the senice times are distribuied exponentially. To recapitulate, if the arrivals
tl.
are independent. with
.t .*F...dlul rate equal to ,l'per period of time, then, according to the Poisson probability distnbution, i;; ;;;i';. from innnite PoPuration'
basis'
the probability drat n customers will arrive in the system during a given interval (d) The customers are served on a first-come-first-$erved
r, is llven by ihe following:'
i.i n.r. is only a single service station'
frstgullron wtre*re1ttr11Jv.r3:-'H"Ltf'oftt
F (n customers during period T\=, "Lnl .
To evaluatethe model webegin
]:#:ll1l:TJ#trh:""::#;H'Gffi
with the
;;i";il,.r,.':l,rTi,1":11i**tHllltilll Y#;|"ffi:
where m= ),T,ande=2.7183 lHffi i:::tr;Tffi
increase wltnout [mIL rEruur]i LU -' -
I < p"iiil[i.;il*T,ffi;d;ora.'v,t*urii*ut'rv.f:l:"-t*]'Hi:tr,;
would ihall not work. This can be
t'= p'
It is inieresting to observe that even if: 1=
p,then sysiem snart
then system

"..*.*'*
shownmathematically,
wonanaverage,5customersreachabarber,s.shopeveryhour.Determineheprobabilitythat l/!
exacty 2
Here
customers will reach in a 3o-minute period, assuming ihat the anivals follow poisson
distribution. As pointed
or the
eanrer' rn'
potnted out earlier,
probabiliry that the
Iauu, p
the ratio
servi
P= is.definedrlg:,if'-"^l::l'ly;,Tf
#ffiffi;;.;;.tr,i., ,*::** iffiffi litffi
tt. p.touilitythatthe system is idle,that is' *are
i, = 5 customers/hour
Po = I - p'
are no customers in the system, equals
I= 30 minutes = 0.5 hour
having exactly one customer in the
system rs t,1 = pPo. Similarly, &e
We can show that the probability of
in the system would be P2 = pP t = d
m= ),7= Po'
5 x 0.5 = 2.5 customers
probability of having exactly 2 customers
* ('i,)'
shall be:
of having exactly'n customers in the system
P (2 customers) = 2.7183'2s io r*or*., *. Pobability
2! Pn= PhPo= P"(l'P) ^'
= 0.257
the expected number of customers
in the system'
Similarly, when the times taken to serve different customers are independen! the probability
that no more than We can use this result !o determine
Tperiotis wotld be required to serve a customer is given by exponential dishibution
as foilows: L,=i nr,
- y'tr
P (no more than l"time period needed to service a customer) = | z=0

where p refers to the average service rate. This can be solved to obtain
r= L o, l-P
P

=cEE-
wThemanagerofabankobservesthat,ontheavbrage,18cuStomerSareservedbyacash-
P-)'
ier in ah hour. Assuming that the service tifie has an exponential distribution, between the expected nupbei
of
what is the probability that (a) a
Expected number of customers
in the queq! shalf U; et11lt1 tle Oi{ference is bbsy'"or
customer shall be free within 3 minutes, (b) a customer shall be serviced in more Noq since the server
than 12 minutes? number of customers being served'
customers in the system and the expected
 Techniques in

is'iidwingonennit, )lltofthetime, andis serving 0 unit (i.e., it is idle\ I - )l pofthetime, the expected number $S.ryffilffi A tailor specialises in ladies' dresses. The number of customers.approachihg ftrertdiiai
appear to be Poisson distributed with a mean of O.customers per hour. The tailor attends the customers on a
b"irnr.*.d*r.r, r (1.)*o[r -1)=4
' tltl I \-/ \ ttl u
r/ P first-come-first-served basis and the customers wait if the need be. The tailor can,aftend the cusiom-enLt'an
average rate of 10 customers per hour with the service time exponentially distributed.
eonsequently, expected number ofcustomers in the queue,
Required,
r _rLs --= 1 l
Lo-
1
(a) Find the.probability of the number of anivals (0 through 5) during (i) a 1S-minute interval, and (ii) a
' p p-A p
+1flfi:il:fH;"..,*
=- 12 02 (b)
ur (c) The probabilitythat the (ueuing system is idle.
tt(p-L) r-p (d) The average time that thg tailor is free on a lO-hogr working day.
It is sigrificant to note.thal Z,. is the average lengttr ofal/ queues including unpty queues. The average length (e) me probaiitity associated with the number of customers (0 through 5) in the queuing system'
ofnon-exnpty queu€s, that is, those which contain at least one customer, Z4 is given by the following (f) What is the expected number of customers in the tailor shop?
expressiin.
(s) What is the expected number of customers waiting for tailor's services?
-lu (h) What is the average length of queues that have at least on6 customeP
(i) How much time should a customer expect to spend in the queue?
0) What is the expected time a customer would spend in the tailor's shop?
with an--average arrival rate of .1, the *. L** -r J;lts l/.x. Thus. ttre mean waiting time in (k) Assuming that n > 0 (i.e. customers are in the system) wftat is the probability that the waiting time
queue, I/r' is the product
"u.r*.
ofthe average time between the arrivals and the average qqeue length. Symbolically, (excluding service time) of a customer in the queue shall be more ttian 10 minutes?
(t) Assuming that the cusiomers are ifl the systern, what is the probability that a customer shall be in the
pFo=
|/L L, shop for more than 15 minutes?

Substituting ,12lp (p- ),) for Lrwrd simpliffing, we get (a) TheprobaLilitiesintwocases(i)when I= li4hourand(ii)when T=ll2hottr,of 0through5
I customers are given in the Table 10.2. These are calculated by using the formula

P(n)= s- 1 t!'-
nl
Similarly, the mean time in the systern, I/r, is equalto the product of the average time vYlrrvi arrivals and the
Ev r'r'rY between where | trn: )'Tande=2.7183
average numbo of customers in the system. mus, withl=6,wehave m:6xll4 = 1.5 in(i), andm=6xll2= 3 for(ii).
1
Ws= +L xZ"
Putling L,= X,l(1t- ,1,) in this equation and simpliffing, we get

W"=J
lt- l^
Stated another way, since the mqan sen ice rate is p, the average (expected) time
for completing the service is
l/p. Therefore' the expected time a customer would spend in the system shall be equal to the expected
waiting
time in the queue plus the average processing/servicing time. Thus,

Wr= Wo+

_Llr
u(u-L\'u rt-x (b) Utiiisationparameter
)1
O=-=-
6
= u.o
which is ttre same as shown earlier. '1110
E'inoll',
. ":-,.j:.:.*t1'. -' l..hilir, rL^+ ^,,^.^-^- ^-^- r- lrrutc
- utalr r lrntls Ol unte ln the System,
y: ""-",".1 urs( {^ wsrLu,rrEr spuluD -- W s\t | = e_" " s And, the : 1 - 4:t-o.o*-0,+
probability that a customer spends more than, units of time in rhe queue, fi/u(ti= ps trn'; (c) Probability that system is idle, Po
p
It is significant to note that although the time spent in the system is distributed exponenrially, (d) Average time the tailor is free on a l0-hour working day = po, *o. of hours = 0.4 x 10 = 4 hours
and so is the
service time, but the difference of the two, that isto say, the time spent in the queue,
ffrr1il, ir *i oponentialli (e) Probability of n customers ih the system, P,= p'(l - p).
distributed.
 [frffi
Hffi
*M
Qw4tltq*e Techniques in Management

probabilities are given in Table 10.3. (i) With four people waiting for their tum in the queue implies a total of 5 people,in the system. Thus, ths
M
probability that an arrival finds four pelsons in the queue is,
ffi
*K
= o.3s (l * 0.3) fffiffi
:0.0017

(ii) The average number ofpeople waiting and makihg calls is given by the expected length of the system"
Thus,
. p
L-:

-
r-p
o'3
ffi
(f) Expected number of customers in the shop, = 1- 0.3 = 0.43 Bffi
p
Lr= _=_ 0.6
= l-l (iii) The average length of queue that is formed from time to time,
t- p l-0.6
(g) Expeoted numbei ofcustomeJs in the queue, I

p' 0.6t
..Lr. 1-p = l-os =u'36/o'4=o'9
Lr=
,
-
l_p ril
(h) Expectedlengthofnon-anptyqueues,
I = I =r.
= I _03 -
I
1.43
iil
r _
1- p l-0.6 @TheTa|SeMceStationhasacentralstorewhereservicemechanicsarrivetotakespa'e
(i) Expected waiting time in the queue, pffi6; on a first'coms'
lhey work upon. The mecaanics wait in queue if necessary and are served

wr= h _ 6 _6 firslserved basis. The store is manned'by one attendant-who can aftend 8 mechanics in an hour on an [H
h'=eminutes average. The arrival rate of the mechani:s averages 6 per hour. Assuming thal the
palem of medlanics'
,G:r=..-= oo
arrivals is Poisson distributed and the servicing time is exponentially distributed, determine LV"' Wa and
l, tffi
fi) Expected time a customer spends in the system,
where the symbols carry their usual meaning.
w= | 1 I
' I,-'l= to-6 =; lo'= l5minutes According to the given information,
(k) Probability that a customer shafi wait for more than l0
minutes in the queue, l. = 6 mechanics/hour' and p = 8 mechanics/hour

Wr(10) = peTtw' = 0.6 x 2.7183-r0/r5 = 0.31 .'. Average utilisation, p = 6/8, which is less dran unity.
(l) Probability that a customer shall be in the shop for more than

Wlt):
15 minutes,

sa/4:2'7183-rslt5 = 0.368
With these values,
(i) Expected time spent by a mechanic in the system, ffi
ffi].'",:-:alBEpiioiieDoornareoonsloereotoDePoisson,withanaveragetirneof,|0
mlnutes Detween one anival and the next. The length of a phone call is assumed to be distributed
exponen- (ii)
w'=
;J=
Expcctcd time spent by a rnechaiic h
*
the queue,
= I /2 hour = 3o minutes
ilM
tialiy, with mean 3 minutes. Find:
(i) the probabirity that an arrivar finds that four persons are waiting
for their turn; w-=
s p\y-l) -=a16
-1-=-: 8(E-6)
6or.=22.5minutes il
il
/::\ .L- --.-
\ii, .rte avcrage numoer ot persons waiting and making telephone calls; and
(iii) the average rength of the queue that is formed from time
to tme. (cE June, r998J (iii) Expected nun:ber of tnechanics in ttre queue; -'
The average inter-anival tinie being lO_minutes, the averagoarrival
Similarly, average length ofthe phone call being 3minutes, tf,e
rate = 60i10 = 6 customers per hour.
, - p{p 6' =4 :z.zsmechanics.
how.Withl=6customers/hourand/t=20cuitomers/hour,
average service rate = 60/3 = 20 customers per
*rtuip=liu:6lZO"='i.1.
"q --t---=
_ 1) 8(8 _ 6) 16

il
ffi
 ,reilre
.&ffi
{ffi*
4S&
,w
-ffi?,

The Taj service station has five mechanics each of whom can service a scooter in 2 hours
"wsffi,
46*r
xEffi.
(d) The probability that there shall be 8 scooters in the system,
- ffiG=te scooters are registered at a single counter and then sent for servicing to difierent mechan- d&6M
"+L#.^^+ox
u.o@.wr9
arirra al lha caruinp cialinn al an avamna ta+a at n rwvrcro
6^^^l^,. ^^- L^,,-
PEr tuut.
.iffi. ^n= (Ll tt)' ..,. . ..,r,o- - > r(
'1**8X11:
.ffiffi. 75J:T ^t'ot'
A$tfiiiiiiSit'at tne scooter anivals are Poisson distributed and the sqrvicing times are distributed exponentially,
$;*i;
'.}*d;
'ii"i$ii$tiSation ractor, ..:.
..ffi
i;_*;?; r2)'
I @) the probability that the system shall be idle,
(c)
:fie pmbability that there shall
ffi'
ffi ' P':
*+ xo'or3o
be 3 scooters in the service centre,
I (d) the probabilif that there shall be eight scooters
(e)i the expected number of scooters waiting in the queue,
in the centre, ffi
ffi r8

(f) he expected number of scooters in the service centre, Effi = 120--x 5' x 0.0130 = 0.0s68

(g) the average waiting time in the queue, and sffi

(h) the average time $pent by a scooter in wailing and getting serviced.
{ffi :
(e) Expected number ofscooters waiting in the queue,
Here l,= 2 scooters/hour iffi
.,:trffi,
Qttp)K p, ygs
p = 1/2 scooter/hour *iW' L-_
"q ._,,
K=5 t'ffi;
.jii {!(r_
r;z
"r"ffi
With these values, .-*"i
i. , , ^ r5

2, -'- ffi t+l(osl

(a) Utilisationfactor.r: X
Kp= 5x112 '-O.B
-:&
= lffilo x 0'0130 = 2'22 scooters
ffi
(b) The probability that the system is idle, .ffi (f) Expected number of scooters in the system,
"ffi
' It i!
glgr ]-'
o.,=t-t g4): *' (!(r-p).1
'ffi'
Mi
L"= Lr+
r1
L =Z.ZZ-
*
=6.22 scooters

#
--['"'
(#)'- (#)' l'
m
ffi
,ffi"
(g) Expected waiting time in the queue,
Lq/)'=2'22t2=1'l I hours
l!- , 5(r-08) .fr&-
Wq=

L] |

rffi
-ttr"
-sF (h) Expected time a scooter is in the system'
'il
( 2\', .ffis 1 +
5_l l_ |
40,4t.42.43.44 lo3
Wr -- W-+y = 1.11 -i = 3.1 I houn
Now, 5
Lt
\0.5/ _ &{Ih.
p (.1.)

i=0
;t 0! il 2t 3t 4! 3' ffi Cost Analysis Suppose now that the manager ofthe service station is considering to engage a sixth mechanic
/
Irl^
\5
ffi in the sysiem. Ii is gi,ien that cost of ill-will created by
customer waiting is valued at Rs 12 per customer
per

and \o.s/ - 45 -128 ffi,

,*,s.t,
hour, rvhile each mechanic is paid Rs 5 per hour. To
decide as to whether it would be economical for the
5!(l 0.8) - 120 x 0.2 3 t iilF *e shall first work out the operating characteristics of the system with K= 6'
manager to adda nerv mechanic,
we shall determine the cost implications'
p, = for the same arri vaftale A=2customers,/ttour. Then
[9
\J
* +)-'
5/
= 77-r :0.0130 (this value may be read directlv from the Tabte 10.6) ,i,I.l,i
!t:r.
weha'te p= 23 = 0'67' Frcm Table l0'6' we can
For K = 6, trr = I /2 customer/hour, and zi = 2 customers/'hoirr,
charac-
(c) to be 0.001635' The values for other operating
The probability that there shall be 3 soooters in the service centre; obtain the value ofP6 by interpolation. This works out

,.= g{
-r, (already worked out):
teristics are given here, along with v4lues for l( = 5
We have, *rro *ien,<K
K=5:L,=6.22 Lq--2.22 ll,=3'11 Wq= 1.11
ai.ili:
/)\3
I-l (-= 6 : I, = 4.558 Iq = 0.558 W,=2'2'79 wq:0.2'79
p, = IJJL x o.ol3o = o.lJ87
3!
.:f
ri!
.iS
.ii
 Queuing Theory s47.

Aqttlii atiue r egUr q!: l:: !4! ! !'"Y!*i

(iii) P (no customer waiting to be served) =
P(0) + P(l)
Nqwryelan obtain the cost of the two systems as follows: = 0.6 + 0.24
-*l,l-- r. nh-- Y - J< '
Svsierrt i: Yflcfi b = = 0'84
Ilourly cost of ill+vi1l = Expected number of anivals per hour x Waiting time is system x Hourly rate (iv) P (a customer is being served and none
is waiting) = P {ll = A'2a
:--<. ' =2x1.11x 12:Rs74.64
i Number
f'"t'--
i '.:r,

ffi ff:; r
j: j* ]T"':,:J:i]"$\l #,1:i
Hourly cost of providing sewice of mechanics x Hourly rate I ii::
i rii, :[T IIfl: Ti:H day?
!ffi
How many jobs
=5x5=Rs25.00 I ,;,ii
poisson with an average ,.r" o"v, *tat i. ii. idle time each
I ::i "iriio;;;:nou, "*p"a"a
Total cost = 74.64 + 25.00 = Rs 99.64 per hour just in?
i:l
I irl
are ahead of the set brought

System 2: When K= 6 We are given,

)"= 10 sets/daY.
: j The exPected arrival rate'
. Hourlycostofill-will = 2 x2.279x 12 Ps 54.70
p= 16 setsrday.
' The exPected service rate'
Hourly cost ofproviding service = 6 x 5 = Rs 30.00 p: ?'l1t= 19116= 519
.'. Total cost = 54.70 + 30.00 = Rs 84.70 per hour.
Thq probability for the repairman
to be idle'
_lJ
From the results, it is evident that it would be economical to add a sixlh mechanic. Similar computations can bg P(0) = r-p= r-T=T
done to find the advisability of engaging more mechanics. Calculations wili show that adding a seventh
meqhanic with same effrciency, with anival rate rernaining the same at 2 customers per hour, would raise the
.'. Expected idle time per day = ! x 3/8 = 3 hours'
average hourly cost to Rs 85.20. Heirce, it is not economical to have more than 6 servers in the present case. ofsets ahead ofthe setjust brougtrt
in' we shall find the expected numbet
To determine the expected number
of sets in the sYStem. Thus,
". -',' 1a,' ",,',','.'',. flgrylEw ll.LusrnAmoNs 't
5

,- P=T
Ls --l=t2sers
l-p t-5I 3 3
@CustomersarriveatheFirstClassIicketcounterofaTheatreatarateof12perhour.There
is one clerk serving the customers at a rate of 30 per hour.
(i) What is the probability that there is no customer in counter (i.e. that the system is idle)?
(ii) What is the probabili$ that there are more than 2 customers in the counter?
(iii) What is the probability that there is no customer waiting to be served?
(iv) What is the probability that a customer is being served and nobody is waiting?
ffi ffi:ff '[:1:,:# f:',:',XlHxl:#':?:",f"ffi:"[f,'J[ff:l[;f
two minutes per customer to coiplete "
and the-service
se*i"e, time is exponentially distributed
il"i#5'
Customers'

r.'.
whoarrivefromaninfinitepopulation'areservedonafirst.come.firslservedbasis,andthereisnolimitto
(CA, November, 1990) i
I ill possible queue length.
Here, .1, = 12 customers,ihour ir' '"1i1- wt.t i. t e Jxpected waiting time in the system.per customer?
in the sYstem?
p: 30 customerslhour
,,''j

d;; il;i
i, th" ,""n nu'ber oi customeis waiting
in the system?
zero customers
p= XJp= t}l30=0.4 tiiii wt is the probabitity of (DMS, Mumbai, MaY, 1 998)
-6
-A ",
wtt"t value is the utilisation factor?
iiri
(i) P(system is idle), P(0) = r -p=1- 0.4 = 0.6 rate,
Here, anival
l' = 20 customers'/hour'
(ii) P(n>2)=t-P(n<2) service rate,
p = 30 custoilerslhour'

Thus' P= )'l\:2ol3o=213'
= - [P (0).+ P(1) + P(2)l
1

(i) Expected waiting time in the srt*:,ntt tTlt_

= I - [0.6 + 0.4 x 0.6 + 0.42 x 0.6]
-r_.- = I hour or
u,-T-l-Jo_zo 6 minutes
I j(0.6+0.24+0.096) lo'"-
=1-0.936=0.064 in the system'
(ii) Mean number of customers waiting
Also, P (> n)= p" ' D2 (illil1 4
.'. |
P(> z\ -- 0.42- = 0.43 = 0.064 "q t_p t-2t3 3
 549
Queuing Theory

in the queue' The owner is

(iii) ProbabilitY ofzero customers tn the system, dissatisfaction and losi goodwill,
is Rs 20 per hour of the time spent waitjng

'- ;;;il JJ"' oemanolSs

P(0)=1-p: "21
t__-_ contemplatins Io
contemprarrng replace th"
to IuPrduE bv
'l:"":^::;l-"':;; ont'*no
11*^T:::i:1l:".:*:"ffiti
senrer model, calculate the total cost
per day at
3J vehicles on the average Under ";'"i" )t
condiiions oi lne slngru
replaced' ls it advisable
l;. (iv) Utilisationfactor, p= 213. present and the total .oo r.''i'r]i*;;t;;i;;;nic is
TJ"S:T:ffi;Ttl
t," mechanic?
l"*,
r
I ffi .Iffi [:: t'.il]* :::T*[fl ::f,',;: :J:r?[T,":H::iffi:li',*1i:::::#[i:
foltov qpgnential distributiort with a mean time of ihree minutes.
According to the given information,
arrival rate' l, = 2 customers/hour

Thus, expected number of arrivals

per day, N= 8 x 2 = 16
(i) What is the probabil'rty that a person aniving at the booth will have to wait?
I Rs 20 perhour'
(ii) !\firat is the average length of the queue? Cost of waiting time in queue' c =
I

{iii) The Mahanagar Telephone Nigam Ltd. will install another booth when it is convinced that the With existing mechanic :
, cusbmers would have to wait for at least three minutes for their tum to make a call. How much should w-= ---------
)u
t
waiting time in queue'
be the flow of customers in order to justify a second booth? (M Com, Delhi, 1999) With p = 3 customers/hour, expected
' lt(Y - t'l
a,
From the given information,
-2) -3
= nour
arrival rate, = 6 customers/lour
.i, 3(3
service rate, p = 20 customers/hour Cost of waiting er daY -'N x Wrx c
P

Accordingly, p =. )ultt= 6120 = 0.3

=161 x 20 = Rs 213'33
(i) A customu arriving at the booth will have to wait if the booth is busy. Thus, "Z,
+ Cost of waiting
P (a customer has to wait) = P = 0'3 Total cost per day = Mechanic's charges

(ii) Average length of the queue, = 14 x 8 + 213.33= Rs 325'33

With new'mechanic:.
,-
"c
P,
1_ p Here, ! = 4 customers/hour'

*= 2
0.3'
= 1- 0.3 Thus, expected waiting time in
queue, "q 4@-z)=1hou,
4

Cost of waiting Per daY = N xl{nx c

o'09- 9 customers
- 0.70 '10 =texlx2o=Rs8o
4

(ii0 w-= 1
q p0-1) Total cost,Per daY = 18 x 8 + 80 = Rs 224
the existing mechanic'
Since the total cost is lower withthe new mechanic, it is advisable to replace

w-: 6 3 houror2minutes
At present, q 2(20- 6)= 140 7
G!!ffiAwarehousehasonlyoneloadingdockmannedbyathreeperson$ew'Trucksaniveat distributed' The loading
r.i. ot+ irucks per hour and the anivais are Poisson
the loading dock at an .r"rrg"
Let the new arrival rate be i.'. Setting % = 3 minutes or 3/60 hour, we get tobe exponentially distributed
of a trucktakes 10 minules on an
average and the loading time can be assumed
of the ioading crew are
3_ .about this average. tne operaiing
;.,;
. ,."kls Rs.100 per hour and the members
red-ucq the loading
60 - }")
20{20^', n2irr et a rate of Rs 25 per hour. Assuming that the
addition of new crew
'n"1b:tt
of
Y:ll!
ihree'persr:ns?
owner to add another crew
iime to 2.5 minutes, wouto you aovise the-truck
or zrJ - L' = 1' or )J = l0 customers/hour
Accorrling io gi', cn infomation,
Thus, as soon as the arrival rate increases to I 0 customers4rour, another booth may be installed. i = 4 trucks/hour,
! = 6 trucksftour'
ffiTheaveragetimebetweehsuccessivearrivalstoarepairshop,whichworks8hoursa We have,
ffirelgffiffi. The shop has one mechanic who can repair the incoming vehicles at an average raie of
Total hourly cost = Loading crew cost
* Cost of waiting time
3 per hour. The mechanic is paid at Rs 14 per hour while the cost of waiting time, in tems of customer
 ffi
-W
r#uu,

ffi Queuing Theory

551
Effi
ffi&.
.ft,*.
M.*
= , ,.??' ==. = 1o'08 letters
kr
S.:
t-,, .
At present
'. Loading crew cost = No. ofloaders x Hourly wage rate w&fie,.

,M: typed'
24(2,4 -22)
(iii) Expecte,i timc nceded to have a letter

=
= 3 x25 = Rs 75 per hour
I()
ffi 1
CoSi of waitin'g time
'
Expected waiting time per truck
waltmg cost
( x Expected anivals per hour (,l.) x Hourly
M
,1Egs!
lV,=
p-h
- 's6sf
I I davor4hours
)- x 4 x 100: Rs 200 per hour ffi& =2
=
6-4 ffi
ffi 24-22
Altematively, cost of waiting time : Expected number of ktrcks in the system (2,) x Hourly.waiting cost ffi (iv) Total daily cost of waiting letters to be mailed =ExPectednumber
of letters in *re system

=
l
x 100=Rs200perhour
ffi (I,) x Ofi,ortunity cost + Salary ofthe typisl
=:-
6-4 frm.
[*c' t- )L
Total cost = Rs 75 + Rs 200 = Rs 275 per hour rLsl$l Now,
Ls
&tr6. p- )'
With proposed crew addition | ?t,.
IEG
Loading crew cost = 6 x 25 = Rs 150 per hour Iffi; 22 = ll
= 24-22 letters
i,ffi-
Costof waiting
- ti*. = J;
8-4
x 100 = Rs 100 per hour l#,
lw' opportunitycosttomailaletteris80pperhour.or8x80p=Rs6.40perday.Thus,totalopportunity
I = Rs 70'40'
Totai cost = Rs I 50 + Rs 100 = Rs 250 per hour tM,,
tffi, cort of waiirng letters = Rs 6'40 x I
Conclusion: It is advisable to add a crerp ofthree loaders. i#
tst
AccordinglY
fotat auify cost = Rs 70 40 + Rs 40'00 = Rs
t.ffi 110'40.

@1a,Aryp6iaranon]cere@lve.s'onanaveEige,22enersperoayoIryprng'Tneryprst lS[r
works 8 hours a day and it.takes on an average 20 minutes to type a lefter. The company has detennined that ,-'
b\Mod,elllncreaseinefficiencyisgiveutobe50%withthismodel.Therefore,servicerate=24x1.5
the cost of a letter waiting to be mailed (opportunity cost) is 80 paise per hour and the equipment operating
iffi = lO lefters per day. With tv= 2}letters
per day'
lffii
cost plus fte salary of the gpist will be Rs 40 pgr day. r-
ut
)"

(i) What is the typist's utilisation r.ate? p- )"

(ii) What is the average number of letters waiting tg be typed? 22 =-!! l.n.r.
= 36'22
(iii) What is the average waiting time needed to have a letter typed? ',l

(iv) What is the total mst of waitingletters to be mailed?

Now,
(b) Forced to improve the letter typing service, lhe above company is planning to take lease of one of the
two models of an automated typewriter available in the market. The daily costs and the resulting Totaldailycost=t,xopportunitycost+Equipmentoperatingcost+Salaryofthetlpist
increase in the typist's efficlency are displayed in the table given below:
=-!!x6.4oall+40
Model Additional Gost per Day lncrease in Typist s Efficiency
I Rs 37 s0% = Rs 87'06
il Rs 39 71Yo
ModelIIWithaT5%increaseintheserviceratewiththismodel,wehavelt=24x714=42|etters
What action should the company take to minimise lhe total daily costs of waiting letters to be mailed?
;;;;;t rhe given arrival raie being 22 *:'l
(CA,lvlay, 1993)
(a) From the given information, us ?:':;t,.,,.r,
42 -22 lo
.;.,"1 ..r- /r1-11!^a^-^/l^
-..2 rgltclt/uay
AccordinglY.
service rate. '20qg
y= = 24 letters/dav 11
+
Total daily cost = -11 x 6 40 + 39 40 =
Rs 86'04
(i) The typist's utilisation rate, p = hl lt = 22124 = 0.9i7
the total daily cost of waiting
(ii) Expected number of letters waiting to be typed, It is advisable to use model Il typewriter in or<ier to minimise
conclusion:
.12 f.u.r, to U. ,nuif.O.
-q ufu-1\
 l-
OpsRATtoxs RssEARcl{ Qr.,ErJENc THEoRy
409

I I I P-(tr-I)- I @

w"--=-=--
"s p p-tr p p(p-r) rr(p-I) J
x1t - l,p-tr';ru7,
t
I
wo=ws_i
Tl[,-+]"*-r),dro
i, \ ^/
=o.r
Multiplying both sides by I' we have,
( 1)
.\
LW,=LlWs- -l
p) ^(,-f)[9;;*=,,
=t--L
Lr=LWt- Lpotl 11r-r4r.-r; =6.16
P
r;-1l
l"'"t ul
"e_rru)
I
=g.4,
_ =2.49 minutes per service.
jobs has an exPonantial distributim
Example lE.I AT.V. mechanic finds that the time spent on his
Example lE'i
with m€an 30 minutes, if ;;;il ;; h. in the order in which they come in. If
the lnval
of sets is Arrivals at a telephone booth are considered to be poisson,
witb an average time of l0
minutes berween one arrivar
exponentiallywith mean throe minutes.'rr rh.;;i. i-b;i;cr#;fi;;;;ii"tJ;ffJII* ai.oiu,r,.a
"r"r"-tr"tri'"i"""iiil*ti.*g"*t
ir';l"."Jior,[rr"* many jobs of"flOpereight-hourday'whatisthemechanicfsorpectedidle
th" uuttage set juit hought in?
"r" "hod (r) what is the probability that a person arriving at
the booth wilr have to wait?
Solution (tr) what is the average length ofthe queue that forms -'-
to- tio,e to ti,oJ
p=r/30 (irr) Thetelephmedepartnentwillinstallasecondbochwhenconvincedthatanarrivalvurldharrto
Here
^=#=* uait at least three minutes. fm flre phone. ry mrr m,cu ti."
order tojustifr a secord booth? ' .rrti; fl;;f;""rIt* ioo*r.a i,
Expected number ofjoba are'
Solation
I Giw1l,= lll0, 11=16
,
;I
--L=-
"t ,_! p-?v (, I :ar1=3/10=0.3
Probabiliry(w>0) =r-rn=
p "tr lot
I (,,) (LtL>o)=
=ll30-1148 48
=r1iou''
# =
#fr= l.43persons

' 't 3' (iii) L

wq=
, p(p-tr)
equ"rs to the number of hours for which the
since the fiaction of the time the machanic is busy |
repairman remains busy in an eight-hour day,
Since, W, = l, tr= , l, = l, ro, ,oond booth,
]
=,[i)=" fl ='n*., r=7rL'J+tr"--o'16
. i<lle in an eight-hour day = (8 - 5) hours = 3 hours' -t --^ I

Therefore, the trme for which the machanic remains

Llence' increase in,h. r*rrl rut3.!30. tol o. to = o.oo urriral perminute.
, m.st a clerk at a suoermarket work, in order to insure a
probability
d-. ----r- to A r ,r;h rr
^,ffa cp fete
r*eef than 12 minutes? It is asumed that thoe is onlv one ExanpleIS'4 Asinexamplel83,inatelephoneboothwithPoisonarrivalsspacedl0minutesapart
;ff;*ffJ;;.##;;iil",;*. in i"Poisson
*uit
fashion at an averag€ rate of 15 per hour' The length o{ on the average and expone,ntial call length
avoaging three minutes.
counter, to which customers arrive a
(r) whatistheprobabilitythatanarrivalwiilhirzetowaitformorethanl0minutesbefsethephone
service Ly the clerk has an exponential distribution'
Sqlutian (,, wtat.is t!9 nropbility that it will take him more than l0 minutes
in total to wait for rhe phone and
15:; 1 cmrplaehis call?
P= ?
Here, ?' =
60
customer/minute (iii) Estimate the fiaction of
a daythat the phone will be in use.
(,,) Find the average number of units in the sysem.
Prob. (waiting time > 12; = 1 -0'9 = 0. 10
 {JFre.Irrcxofiem"ce*H Queurr.-c Txeor.'t 4tt
410

Solution Cttyw, fi,:0.1anivaUminute

=(:
P = 0'33 servicatminute
@/
i){,+.{t)'J rn=,-}
" \
(0 Prcbsbility{waidastirnc> 10) = [|I-l ru<p-L]'w dw | _ [,_{]r,-p*r9l=oo.
io\ $) \ t2l\ t2 t44)
x1;tu-''t'i" (ii) Probability that an arriving c*stuner will have to wait outsiile ihe indicated spare,
=- \ /to .t=l_0.42=0.58
l.t
(iir) Average nmiting t'me of a ctdomer in a queue,

(,, Preability{miths time ia the #-lht* =

r. I =
r0r r )= 5
4 r.rr-i u(tr-loJ la
Itv-D;{v-L)w
6s 0.417 hnrs.
l0
: e-10(P-I)= e-2'3 = l0 Exatpte18.6 Inasupermarket,&eav"eragearrivalmteofcrwmaetrsisl0ewry3omirnes,ftU16r/igg
(rrD Thc fractiom da daythat the phone wilt be busy = traffic interisity Foism praess' The average time takea by a cashirr to lismdcalcu[de.them*onrer's pnrnbase ie luro
anda halfminutes fil&orviugeirporeutialdisihil*n. !ryhdis$epthotiliryeatdreqrarilalg$cxcoods sir?

o= I =0.r. What is the'expected time sperrt by a custmrer in fte ryrsttrn?

'p Sol/,,tisn
(iv) Averagc num&er of r&its in the qntenc"
I - l0 .----,-.
.l=;O
Permmute
r:-= )L l0
p-A .lI =3/7=0.43<ustmlg'
I
,t = *'-'-*'
oermiarse
t-m 2.5
I
Ex4t rpte I8.5
Curtmers arrive at a ure-window drive-in bank accediag to Foryym d,isulibnttim
with mean lgper&ou. $6,icetimeper custorna is exponential with rnean fivearinr{m. if&e.ry,acein frout ,=i=#:o^*r3
ofthewindonriachdhgthatfor lh s€rviced car can accommodatea maximumofthreecar*, OifuErs'*fftt
(r) The probabilityofqueue size > 6 = p6
wait ouside this qxoe"
..lj
(4 Wh*t is thc frcfuahilrty that an arriving customer can drive directly to the cBme,im ftml ofith€
Expectedviaitingtime W,= -)--=(0.8333)6=0.3148.
windohrfl " p*i
(ii) Wh*f is &e probability that an arriving customer will have to wait ort$ide tbe iudiaarod qpacc?
p
(ifi) Ifuw lmg is an arriving customer expected to wait beforc starting sffvi'fe9

Solutian &w l.= l0Pgthoru (iil w"= 12 0'833

A ;r, =1_0.8333 x 3
+=
I = 14.96 minutes.
F= 6 *60= 12perhos
l" l0
ExamplelE.T &anaverage,g6patientsper2dhouldayreqrirerheserviceofanemggnarcyclinic.
p= Also, on an average a patient requires l0 minutes ofacti,l,e attemtiorl A.ssura€ that the faciiity c,au h*rrdle
u=12 onlyureemergencyatattne. Suppose thatitco*s the clinict iW per patiertheated, toobtain an armage
(i) The probabiNitythat an arriving custorner can drive directlyto the space in Sont ofdre win'dow, sefl,'icing time of l0 minutes and thus, ssh minute of decrease in &is arneragq.tirne wou!<t sort t l0 per
- z^ r2 patient treated. Horv much would have to be budgeted by the clicric to d;:ereasr the av,erage sim ofthe
PetPi +P2 =r,. ^t
queue tiom to
fa.[iJa Solution
r
! patients
I patients?

=",['.i.(]J'] Given, iL-:

r= -24x60 I15'patianilminutr
412
0rrnanors Rrseencn

,I
=
P
15 Patient/minute
Average number ofpatients in the queue,
r-\2 .'. the booth is expected to be idle for I - l5 minutes.
l/!l
tt
l. r,./
L.1
F T-p ;I |t
(r')'
- [ts'/
-ft tI =rloatients
3'
Iro-C]ro
But, ca+
L" = is reduced to lr' = l/l
x==10- = 1 rains/minute
60x24 48
Substiruting Lr' = lll,N !1=l in,hrrorrolu
u: l30 nuirv-in*"
?Lt2
t', -
ulrr'rfl )r305
o= -=-=r
'p488
r1f
\15i
= p'(p'- >u'=2/l50atients/minute . p ,8 t85 = 1.66 trains = 2 rains (app.)
1/15) (, o l-p l-5/8 3A 3
'I
Hence, the avoage rate of treatmeNrt required is, I = ?'5 minutes' Decrease in time required by each
(,,) P(> l0)=(0.7rro=0.056
patient (iii\ When the input increases to 33 hains per day,

22 we have, ^ 33
tr= - ll u= :l trainJmin
.'. Thebudgetrequired for each patiant 60x24=__:j_.
480-' 30

=tOO* 1x l0=t125
2
rs:**h'",p=i=i*
So, inm&rto getthe requiredsize ofthe queue, the hudgd shouldbeinoeased fromt 100 tot 125 per

patient. mt6 ll
Zr=
SnO
=T =2.ttrains
Ex*aple 1&t In public telephone booth, the arrivals on an average are I 5 per hour. A call on an
a
averag€ takes thre€ minutel Ifthere isjust one phone, find (i) the expeded number ofcallers in the booth
also, p (2 ro) : p,o = (||)'' :o.rooo.
at any-time (ii) the proportion ofthe time, the booth is expected to be idle?
Solution
Girqr, t=1:*0"* EXERCISES
[=; J '60Perhour
People arrive at a th€atre licket centre in a Poisson distributed anival rate c[ 25 per hour. Service time is
constant at tlvo minutes. Calculde,
(r) Expected length ofthe non-anpty queue (0 the rneil numher in the waiting tine.
u20 (i) tn mean wsiting time.
*=r-"=o (,/0 utilization factor. lAn3. (0 4 people, (ii) 10 minut6s, 1fl r = 0.8331