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Process Analysis and Design
Process Analysis and Design
Operations Strategy Process Analysis Manufacturing Services Service Classifications Service System Design Matrix Service Blueprinting Waiting Line Analysis
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Determine an acceptable waiting time Divert customers attention while waiting Inform your customers of what to expect Keep other employees out of sight Segment customers Train employees to be friendly
7.
8.
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Restricting the line (short line) - e.g., Wendys drive-thru Post business hours
Establishing specific hours for specific customers or price - e.g., run specials; increase price for adult haircuts
Can also provide faster (or slower) servers, machines, layouts, set-up times, etc.
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Customer Arrivals
Waiting Line
Exit
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Queuing Components
Arrivals from a finite population - Limited size customer pool (important distinction, as probabilities change after each customer) FCFS (First come, first served) - most common priority rule, but not only one - can have emergencies first, best customers first, triage, etc. Balking (look and then leave) vs. Reneging (wait for awhile and then decide to leave)
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Poisson Distribution:
- The Poisson is the most common distribution used in queuing theory for arrivals
- The Poisson distribution is discrete, as the number of arrivals must be an integer - The probability of n arrivals within a T minute period = PT(n)=(T)n(e-T)/n!
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Service Rates:
- The capacity of the server (in units per time pd) (e.g., a service rate of 12 completions per hour)
- Use the Exponential distribution when service times are random (as opposed to constant), where = avg # of customers served per time pd, and the probability the service time will be less than or equal to a time of length t: P = 1 e-t.
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Line Structures
Single Phase
Single Channel One-person barber shop Bank tellers windows Multiphase Car wash Hospital admissions
Multichannel
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Single or Multi
Finite
Exponential
These four models share the following characteristics: Single phase Poisson arrival FCFS Unlimited queue length
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= Utilization of Server
Pn = Probability of exactly n in system
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Definition
Model 1 (single channel, exp. service rate) 2/[(-)] /(-) /[(-)] or Lq/ 1/(-) or Wq +(1/) / [1-(/)](/)n 1 - (/)
Model 2 (single channel, constant service rate) 2/[2(-)] Lq + (/) /[2(-)] Wq +(1/) -
Lq Ls Wq Ws (rho)
Pn Po
Where = Arrival rate (e.g., = 2 would represent a mean arrival rate of 2 per minute), and = Service rate or avg number of customers served per time period (e.g., 1 per 3 mins =20 per hour). and must be in the same units. (corrected 5/3/05)
Irwin/McGraw-Hill
Irwin/McGraw-Hill
WP2
25 Ls = = = 5 - (30 - 25)
D) What is the average waiting time in line?
WP3
pn
= (1 - )( )
p2
25 25 2 = (1 - )( ) = .1157 30 30
WP4
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A) The average number of customers in line. B) The average waiting time in the system.
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WP5
Lq
WP6
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Time in System
60%
90%
100%
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