Queuin

g
Theory

Chapter-2
Queuing Theory: Concept, Single Server
( M/M/I , Infinite, FIFO) and
Multi Server (M/M/C , Infinite, FIFO).
Markov
Chains
&
Simulation
Techniques:
Markov
chains:
Applications
related to management
functional areas, Implications of Steady
state Probabilities, Decision making
based on the inferences Monte Carlo
Simulation, scope and limitations.
2

Outline
Concept of Queuing Theory
Single Server( M/M/1 , Infinite,
FIFO)
Multiple Server ((M/M/C ,
Infinite, FIFO)

Queuing Theory
A Queue is formed when either the units
requiring the services (i.e customers) wait
for the service , or the service facilities (ie
servers) stand idle and wait for customers.
Queuing theory (or waiting line theory)
deals with the analysis of queses and
queuing behaviour and is used for finding
the solution of problems so that the
effectiveness of the service function is
optimised, given that the arrival and
servicing times are random.
4

Customers
Customers can be people, workin-process
inventory,
raw
materials,
incoming
digital
messages, or any other entities
that can be modeled as lining up
to wait for some process to take
place.
5

Queue Discipline refers to the priority system

by which the next customer to receive service is
selected from a set of waiting customers. One
common queue discipline is first-in-first-out, or
FIFO.
A Server can be a human worker, a machine, or
any other entity that can be modeled as
executing some process for waiting customers.
Arrival Rate refers to the average number of
customers who require service within a specific
period of time.
Service Rate (or Service Capacity) refers to the
6
overall average number of customers a system

Utilization Factor or Traffic

intensity
refers to the proportion of time that a
server (or system of servers) is busy
handling customers.

Components of a Queuing
System
Service Process
Queue or
Waiting Line

Arrival Process

Servers

Exit

Customer Population Sources

Population Source

Finite

Infinite

Example:
Example:Number
Numberof
of
machines
machinesneeding
needing
repair
repairwhen
whenaa
company
companyonly
onlyhas
has
three
threemachines.
machines.

Example:
Example:The
The
number
numberof
ofpeople
people
who
whocould
couldwait
waitin
in
aaline
linefor
forgasoline.
gasoline.

Service Pattern
Service Pattern

Constant
Example:
Example:Items
Items
coming
comingdown
downan
an
automated
automated
assembly
assemblyline.
line.

Variable
Example:
Example:People
People
spending
spendingtime
time
shopping.
shopping.

Balking and Reneging

No Way!

Balking: Arriving, but

not joining the queue

No Way!

Reneging: Joining the

queue, then leaving

Performance Measure
Number of Customers in the System

Random Variable
N

Expected Value
L

Number of Customers in the Queue

Number of Customers in Service
Time Spent in the System
Time Spent in the Queue
Time Spent in Service

Nq
Ns
T

Lq
Ls
W

Tq
Ts

Wq
Ws

System Parameters
S
Number of Servers
Arrival Rate (number per unit of time)
(Greek letter lambda)
Service Rate (number per unit of time)
(Greek letter mu)
Utilization Factor
(Greek letter rho)

Symbol

Probability Measure

Pn

Probability of n customers in the system

Pw

Probability of having to wait

Be careful! These symbols can vary across

14
different books, professors, etc.

The utilization factor, or (rho), also the probability that a

server will be busy at any point in time:

S
Idle time, or the proportion of time servers are not busy, or
the probability that a server will be idle at any given time:

15

The average time a customer spends in the system:

W Wq Ws

The average number of customers in the queue:

2
2
Lq

16

The average number of customers in the system:

L Lq Ls

The average time spent waiting in the queue:

Wq

17

The single most important formula in queuing theory is called

Littles Law:

L W

Littles Law can be restated in several ways; for example, here is

a formula for W:

L
W

18

Example1: Model 1 (M/M/1)

Assume a drive-up window at a fast food
restaurant.
Customers arrive at the rate of 25 per hour.
The employee can serve one customer every two
minutes.
Determine:
Determine:
Assume
Poisson arrival and exponential service
A.
A. What
What is
is the
the average
average utilization
utilization of
of the
the employee?
employee?
rates.
B.
B. What
What is
is the
the average
average number
number of
of customers
customers in
in line?
line?
C.
C. What
What is
is the
the average
average number
number of
of customers
customers in
in the
the
system?
system?
D.
D. What
What is
is the
the average
average waiting
waiting time
time in
in line?
line?
E.
E. What
What is
is the
the average
average waiting
waiting time
time in
in the
the system?
system?
F.F. What
What is
is the
the probability
probability that
that exactly
exactly two
two cars
cars will
will be
be
in
in the
the system?
system?

Example1: Model 1 (M/M/1)

A) What is the average utilization of the employee?

=
=25
25cust/hr
cust/hr
11customer
customer
=
=
=
=30
30cust/hr
cust/hr
22mins
mins(1hr/60
(1hr/60mins)
mins)
25
cust/hr
25
cust/hr=.8333
=
=
= =
=.8333
30
30cust/hr
cust/hr

Example1: Model 1
B) What is the average number of customers in
line?

(25)

(25)
LLqq =
=
=
=
=
=4.167
4.167
(( --)) 30(30
--25)
30(30
25)
22

22

C) What is the average number of customers in

the system?

25
25
LL =
=
=
=
=
=55
-- (30
(30-- 25)
25)

Example1: Model 1
D) What is the average waiting time in line?

LLqq
W
Wqq =
= =
=.1667
.1667hrs
hrs=
=10
10 mins
mins

E) What is the average time in the system?

LL
W
W=
= =
=.2
.2hrs
hrs=
=12
12 mins
mins

Example1: Model 1
F) What is the probability that exactly two
customers will be in the system (one being
served and the other waiting in line)?

ppnn

11--

25

25

pp22 11--
30
30

nn

22

25
25 0.1157
0.1157
30
30

EX3: A TV REPAIRMAN FINDS THAT THE TIME SPEND ON HIS JOB HAS AN
EXPONETIAL DISTRIBUTION WITH MEAN 30 MINTS. IF HE REPAIRS SETS IN
THE ORDER IN WHICH THEY COME AND IF THE ARRIVAL OF SETS IS APPRO.
POISSON WITH AN AVERAGE RATE OF 10 PER 8 HRS DAY, WHAT IS HIS
EXPECTED IDLE TIME EACH DAY?HOW MANY JOBS ARE AHEAD OF THE SET
JUST BROUGHT IN?
EX.4:ASSUME THAT, AT A BANK TELLER WINDOW THAT CUSTOMERS ARRIVE
IN THEIR CARS AT THE AVERAGE RATE OF 20 PER HR.. ACCORDING TO A
POISSON DISTRIBUTION .ASSUME ALSO THAT THE BANK TELLER SPENDS AN
AVERAGE OF 2 MINTS. PER CUSTOMER TO COMPLETE A SERVICE, AND THE
SERVICE TIME IS EXPONENTIALLY DISTRIBUTERD.CUSTOMERS, WHO ARRIVE
FROM A INFINITY POPULATION,ARE SERVED ON FIFO BASIS,AND THERE IS NO
LIMIT TO POSSIBLE QUEUE LENGTH.
1.WHAT IS THE EXPECTED WAITING TIME IN THE SYSTEM PER CUSTONMER?
2. WHAT IS THE MEAN NO. OF CUSTOMERS WAITING IN THE SYSTEM?
3.WHAT IS THE PROBABILITY OF ZERO CUSTOMERS IN THE SYSTEM?
4.WHAT VALUE IS THE UTILIZATION FACTOR?

EX5:THE AVERAGE TIME BETWEEN SUCCESSIVE

ARRIVALS TO A REAIR SHOP,WHICH WORKS 8 HRS A DAY
IN 30 MINTS.THE SHOP HAS ONE MACHANIC WHO CAN
REPAIR THE INCOMING VECHICLES AT AN AVERAGE RATE
OF 3 PETR HOUR.THE MECHANIC IS PAID @Rs.14 PER HR.
WHILE THE COST OF WAITNG TIME, IN THE TERMS OF THE
CUSTOMER DISSATISFACTION AND LOST GOODWILL,IS
RS. 20 PER HR. OF THE TIME SPEND WAITING IN THE
QUEUE.THE OWNER IS CONTEMPLATING TO REPLACE THE
MECHANIC BY ANOTHER ONE WHO DEMANDS Rs.18 PER
HR. AND WHO CAN REPAIR 4 VECHILES ON THE
AVERAGE.UNDER CONDITION OF SINGLE SERVE MODEL,
CALCULATE THE TOTAL COST PER DAY AT PRESENT AND
TOTAL COST PER DAY IF THE PRESENT MECHANIC IS
REPLACED.IS IT ADVISABLE TO REPLACE THE EXSITING
MECHANIC?

EX6.A WAREHOUSE HAS ONLY ONE LOADING DOCK MANNED BY A

THREE PERSON CREW.TRUCKS ARRIVE AT THE LOADING DOCK AT AN
AVERAGE RATE OF 4 TRRUCKS PER HR. AND THE ARRIVAL RATE IS
POISSON DISTRIBUTED.THE LOADING OF A TRUCK TAKES 10 MINTUES
ON AN AVERAGE AND CAN BE ASSUMED AS EXPONETIALLY
DISTRIBUTED.THE OPERATING COST OF A TRUCK IS Rs. 20 PER HR. AND
THE MEMBERS OF THE LOADING CREW ARE PAID @ Rs. 6/-PER
HR.WOULD YOU ADVICE THE TRUCK OWNER TO ADD ANOTHER CREW
OF 3 PERSONS?

Suggestions for Managing

Queues
1. Determine an acceptable waiting
time for your customers
2. Try to divert your customers
attention when waiting
3. Inform your customers of what to
expect
4. Keep employees not serving the
customers out of sight
5. Segment customers

Suggestions for Managing Queues

Train your servers to be friendly
Encourage customers to come during
the slack periods
Take a long-term perspective toward
getting rid of the queues
Source: Katz, Larson, Larson (1991)