IE 422 Industrial System Simulation

In-class activity 8

Part A: Use of Balking Concept

Consider a teller in a Bank. The customer enters the queue only if a customer finds
the teller queue length less than 10, else, he leaves the system. Arrival rate and service
rate are expo (30), expo (20) respectively in minutes. Obtain the Number of customers
that left the system without getting service using RECORD module
From the report fill in the value for time in system and No of Customers that
Balked. Apply 20 replications, 10 days and 24 hours per day. Use max arrival
149.

Statistic Time in System Number of Customers that

left system without services
Result

Part B: Using Assign to define different entities type

Using set for Resources

Consider a call center which operates 12 hours per day. Calls arrival rates are not
constant during the time of the day. The following table shows the calls arrivals rates
during any day of the week:

Time Arrival Rate per hour

8:00 - 11:30 AM 12
11:30 - 4:00 PM 20
4:00 – 8:00 PM 15

15% of the calls coming to the system are Type One Calls, 40% are Type Two
Calls, and 45% are Type Three Calls

Four operators are responsible for answering all incoming calls with an answering
time Triangular (2, 3, 4). Moreover, 80% of the calls might need a consultation from a
specialized employee. However, each call type has a specified consultant:

Employee Call type that he can answer

Ahmed Call type 1, Call type 3

Mohammed Call type 1, Call type 2
Mahmoud Call type 2, Call type 3
Processing times for each call type are shown in the following table

Call type Call time (Processing Time)

Call type 1 Normal (5, 1)

Call type 2 Normal (1, 0.5)
Call type 3 Normal (2, 3)

Simulate a 40 hours (with 30 replications) of operation for the system mentioned

above using ARENA.
What is the utilization of the different resources for different selection rules?

Part C: Using specific Member

Suppose that 5% of type 1 calls , after they are done with specialized consultations
will be directed to another process where their personal information will be taken by
the same specialized consultation. The service time for this process is uniform
(0.5,1.5) min

Part D : Use of Discrete probability distribution ( DISC(P1,V1,P2,V2,P3,V3))

In Part B call center. Using discrete probability distribution to define the percentage
of different type of calls, use sets to define different types and pictures.