15

Waiting Line Models

MULTIPLE CHOICE

1. Decision makers in queuing situations attempt to balance

a. operating characteristics against the arrival rate.
b. service levels against service cost.
c. the number of units in the system against the time in the system.
d. the service rate against the arrival rate.
ANSWER: b
TOPIC: Introduction

2. Performance measures dealing with the number of units in line and the time spent waiting are called
a. queuing facts.
b. performance queues.
c. system measures.
d. operating characteristics.
ANSWER: d
TOPIC: Introduction

3. If arrivals occur according to the Poisson distribution every 20 minutes, then which is NOT true?
a. = 20 arrivals per hour
b. = 3 arrivals per hour
c. = 1/20 arrivals per minute
d. = 72 arrivals per day
ANSWER: a
TOPIC: Distribution of arrivals

4. The manner in which units receive their service, such as FCFS, is the
a. queue discipline.
b. channel.
c. steady state.
d. operating characteristic.
ANSWER: a
TOPIC: Queue discipline

1
2 Chapter 15 Waiting Line Models

5. In a waiting line situation, arrivals occur, on average, every 10 minutes, and 10 units can be received
every hour. What are and ?
a. = 10, = 10
b. = 6, = 6
c. = 6, = 10
d. = 10, = 6
ANSWER: c
TOPIC: Structure of a waiting line system

6. Operating characteristics formulas for the single-channel queue do NOT require

a. > .
b. Poisson distribution of arrivals.
c. an exponential distribution of service times.
d. an FCFS queue discipline.
ANSWER: a
TOPIC: Operating characteristics

7. In a multiple channel system

a. each server has its own queue.
b. each server has the same service rate.
c. >
d. All of the alternatives are correct.
ANSWER: b
TOPIC: Multiple channel waiting line

8. Little's flow equations

a. require Poisson and exponential assumptions.
b. are applicable to any waiting line model.
c. require independent calculation of W, L, Wq, and Lq.
d. All of the alternatives are correct.
ANSWER: b
TOPIC: General relationships for waiting line models

9. The total cost for a waiting line does NOT specifically depend on
a. the cost of waiting.
b. the cost of service.
c. the number of units in the system.
d. the cost of a lost customer.
ANSWER: d
TOPIC: Economic analysis

10. Models with a finite calling population

a. have an arrival rate independent of the number of units in the system.
b. have a service rate dependent on the number of units in the system.
c. use the size of the population as a parameter in the operating characteristics formulas.
d. All of the alternatives are correct.
ANSWER: c
TOPIC: Finite calling population

11. Which of the following can NOT be found by the queuing formulas presented in the textbook?
a. the probability that no units are in the system.
b. the average number of units in the system.
c. the maximum time a unit spends in the system.
d. the average time a unit spends in the system.
ANSWER: c
TOPIC: Operating characteristics
Chapter 15 Waiting Line Models 3

12. The arrival rate in queuing formulas is expressed as

a. the mean time between arrivals.
b. the minimum number of arrivals per time period.
c. the mean number of arrivals per channel.
d. the mean number of arrivals per time period.
ANSWER: d
TOPIC: Distribution of arrivals

13. What queue discipline is assumed by the waiting line models presented in the textbook?
a. first-come first-served.
b. last-in first-out.
c. shortest processing time first.
d. No discipline is assumed.
ANSWER: a
TOPIC: Queue discipline

14. For many waiting line situations, the arrivals occur randomly and independently of other arrivals and it
has been found that a good description of the arrival pattern is provided by
a. a normal probability distribution.
b. an exponential probability distribution.
c. a uniform probability distribution.
d. a Poisson probability distribution.
ANSWER: d
TOPIC: Distribution of arrivals

15. The assumption of exponentially distributed service times indicates that

a. 37% of the service times are less than the mean service time.
b. 50% of the service times are less than the mean service time.
c. 63% of the service times are less than the mean service time.
d. service time increase at an exponential rate as the waiting line grows.
ANSWER: c
TOPIC: Distribution of service times

TRUE/FALSE

1. For an M/M/1 queuing system, if the service rate, , is doubled, the average wait in the system, W, is cut
in half.
ANSWER: False
TOPIC: Operating characteristics

2. A waiting line situation where every customer waits in the same line before being served by the same
server is called a single server waiting line.
ANSWER: False
TOPIC: Single-channel waiting line

3. Use of the Poisson probability distribution assumes that arrivals are not random.
ANSWER: False
TOPIC: Distribution of arrivals

4. Queue discipline refers to the assumption that a customer has the patience to remain in a slow moving
queue.
ANSWER: False
TOPIC: Queue discipline
4 Chapter 15 Waiting Line Models

5. For all waiting lines, P0 + Pw = 1.

ANSWER: False
TOPIC: Operating characteristics

6. Before waiting lines can be analyzed economically, the arrivals cost of waiting must be estimated.
ANSWER: True
TOPIC: Economic analysis

7. In a multiple channel system it is more efficient to have a separate waiting line for each channel.
ANSWER: False
TOPIC: Multiple-channel waiting line

8. Little's flow equations indicate that the relationship of L to L q is the same as that of W to Wq.
ANSWER: False
TOPIC: General relationships for waiting line models

9. If some maximum number of customers is allowed in a queuing system at one time, the system has a finite
calling population.
ANSWER: False
TOPIC: Other waiting line models

10. When blocked customers are cleared, an important decision is how many channels to provide.
ANSWER: True
TOPIC: Multiple-channel model with Poisson arrivals, arbitrary service times, and no waiting line

11. If service time follows an exponential probability distribution, approximately 63% of the service times are
less than the mean service time.
ANSWER: True
TOPIC: Distribution of service times

12. Queue discipline refers to the manner in which waiting units are arranged for service.
ANSWER: True
TOPIC: Queue discipline

13. Waiting line models describe the transient-period operating characteristics of a waiting line.
ANSWER: False
TOPIC: Steady-state operation

14. For a single-channel waiting line, the utilization factor is the probability that an arriving unit must wait
for service.
ANSWER: True
TOPIC: Operating characteristics

15. When a waiting system is in steady-state operation, the number of units in the system is not changing.
ANSWER: False
TOPIC: Steady-state operation
16. Adding more channels always improves the operating characteristics of the waiting line and reduces the
waiting cost.
ANSWER: True
TOPIC: Economic analysis of waiting lines

17. In developing the total cost for a waiting line, waiting cost takes into consideration both the time spent
waiting in line and the time spent being served.
ANSWER: True
TOPIC: Economic analysis of waiting lines
18. In waiting line systems where the length of the waiting line is limited, the mean number of units entering
the system might be less than the arrival rate.
ANSWER: True
Chapter 15 Waiting Line Models 5

TOPIC: Some general relationships for waiting line models

19. A multiple-channel system has more than one waiting line.
ANSWER: False
TOPIC: Multiple-channel waiting line models

20. For an M/M/k system, the average number of customers in the system equals the customer arrival rate
times the average time a customer spends waiting in the system.
ANSWER: True
TOPIC: Multiple-channel waiting line model operating characteristics
21. For a single-server queuing system, the average number of customers in the waiting line is one less than
the average number in the system.
ANSWER: False
TOPIC: Single-channel waiting line model operating characteristics

SHORT ANSWER

1. Discuss the importance of the utilization factor in a queuing system and the assumptions made about its
value.
TOPIC: Operating characteristics

2. How can a system be changed to improve the service rate?

TOPIC: Improving the waiting line operation

3. Diagram the servers and arrivals in the single and multiple channel models. Designate the line and the
system.
TOPIC: Multiple channel waiting line

4. Explain what is meant by the following statement, "operating characteristics are non-optimizing."
TOPIC: Operating characteristics

5. Give examples of systems you have seen in which a) blocked arrivals are cleared, and b) there is a finite
calling population.
TOPIC: Blocked channel, finite population

PROBLEMS

1. During summer weekdays, boats arrive at the inlet drawbridge according to the Poisson distribution at a
rate of 3 per hour. In a 2-hour period,
a. what is the probability that no boats arrive?
b. what is the probability that 2 boats arrive?
c. what is the probability that 8 boats arrive?
TOPIC: Distribution of arrivals

2. The time to process a registration at the Sea View Resort follows the exponential distribution and has a
mean of 6 minutes.
a. What is the probability of a registration time shorter than 3 minutes?
b. What is the probability of a registration time shorter than 6 minutes?
c. What is the probability of a registration time between 3 and 6 minutes?
TOPIC: Distribution of service times
6 Chapter 15 Waiting Line Models

3. The Grand Movie Theater has one box office clerk. On average, each customer that comes to see a movie
can be sold its ticket at the rate of 6 per minute. For the theaters normal offerings of older movies,
customers arrive at the rate of 3 per minute. Assume arrivals follow the Poisson distribution and service
times follow the exponential distribution.

a. What is the average number of customers waiting in line?

b. What is the average time a customer spends in the waiting line?
c. What is the average number of customers in the system?
d. What is a customers average time in the system?
e. What is the probability that someone will be buying tickets when an arrival occurs?

The Grand has booked the Stars Wars Trilogy and expects more customers. From conversations with
other theater owners, it estimates that the arrival rate will increase to 10 per minute. Output is supplied
for a two- cashier and a three-cashier system.

Number of Channels 2 3
Arrival Rate 10 10
Service Rate 6 6
Probability of No Units in System .0909 .1727
Average Waiting Time .3788 .0375
Average Time in System .5455 .2041
Average Number Waiting 3.7879 .3747
Average Number in System 5.4545 2.0414
Probability of Waiting .7576 .2998
Probability of 11 in System .0245 less than .0088

f. The Grand has space for ten customers to wait indoors to buy tickets. Which system will be
better?
g. Do you think it is more sensible for them to continue the one-cashier system?

TOPIC: Operating characteristics

4. The Arctic Flyers minor league hockey team has one box office clerk. On average, each customer that
comes to see a game can be sold a ticket at the rate of 8 per minute. For normal games, customers arrive
at the rate of 5 per minute. Assume arrivals follow the Poisson distribution and service times follow the
exponential distribution.

a. What is the average number of customers waiting in line?

b. What is the average time a customer spends in the waiting line?
c. What is the average number of customers in the system?
d. What is a customers average time in the system?
e. What is the probability that someone will be buying tickets when an arrival occurs?

The Flyers are playing in the league playoffs and anticipate more fans, estimating that the arrival rate will
increase to 12 per minute. Output is supplied for a two-cashier and a three-cashier system.

Number of Channels 2 3
Arrival Rate 12 12
Service Rate 8 8
Probability of No Units in System .1429 .2105
Average Waiting Time .1607 .0197
Average Time in System .2857 .1447
Average Number Waiting 1.9286 .2368
Average Number in System 3.4286 1.7368
Probability of Waiting .6429 .2368
Chapter 15 Waiting Line Models 7

Probability of 7 in System .0381 .0074

f. The rink has space for six customers to wait indoors to buy tickets. Which system will be better?
g. Do you think it is more sensible for them to continue the one cashier system?

TOPIC: Operating characteristics

5. In a waiting line situation, arrivals occur at a rate of 2 per minute, and the service times average 18
seconds. Assume the Poisson and exponential distributions.
a. What is ?
b. What is ?
c. Find probability of no units in the system.
d. Find average number of units in the system.
e. Find average time in the waiting line.
f. Find average time in the system.
g. Find probability that there is one person waiting.
h. Find probability an arrival will have to wait.
TOPIC: Operating characteristics: M/M/1

6. In a waiting line situation, arrivals occur around the clock at a rate of six per day, and the service occurs at
one every three hours. Assume the Poisson and exponential distributions.
a. What is ?
b. What is ?
c. Find probability of no units in the system.
d. Find average number of units in the system.
e. Find average time in the waiting line.
f. Find average time in the system.
g. Find probability that there is one person waiting.
h. Find probability an arrival will have to wait.
TOPIC: Operating characteristics: M/M/1

7. The Sea View Resort uses a multiple-channel queue registration system. If the average service time is 8
minutes, there are three registration clerks, and guests arrive at the rate of one every 5 minutes, find
a. and .
b. the probability all three clerks are idle.
c. the probability a guest will have to wait.
d. the average time a customer is in line.
e. the average number of customers in line.
TOPIC: Operating characteristics: M/M/3

8. The post office uses a multiple channel queue, where customers wait in a single line for the first available
window. If the average service time is 1 minute and the arrival rate is 7 customers every five minutes,
find, when two service windows are open,
a. the probability both windows are idle.
b. the probability a customer will have to wait.
c. the average time a customer is in line.
d. the average time a customer is in the post office.
TOPIC: Operating characteristics: M/M/2

9. Two new checkout scanning systems are under consideration by a retail store. Arrivals to the checkout
stand follow the Poisson distribution with = 2 per minute. The cost for waiting is $18 per hour. The first
system has an exponential service rate of 5 per minute and costs $10 per hour to operate. The second
system has an exponential service rate of 8 per minute and costs $20 per hour to operate. Which system
should be chosen?
TOPIC: Economic analysis
8 Chapter 15 Waiting Line Models

10. Circle Electric Supply is considering opening a second service counter to better serve the electrical
contractor customers. The arrival rate is 10 per hour. The service rate is 14 per hour. If the cost of waiting
is $30 and the cost of each service counter is $22 per hour, then should the second counter be opened?
TOPIC: Economic analysis

11. For an M/G/1 system with = 6 and = 9, with = .03, find

a. the probability the system is idle.
b. the average length of the queue.
c. the average number in the system.
TOPIC: Operating characteristics: M/G/1

12. For an M/G/1 system with = 20 and = 35, with = .005, find
a. the probability the system is idle.
b. the average length of the queue.
c. the average number in the system.
TOPIC: Operating characteristics: M/G/1

13. Arrivals at a box office in the hour before the show follow the Poisson distribution with = 7 per minute.
Service times are constant at 7.5 seconds. Find the average length of the waiting line.
TOPIC: Operating characteristics: M/D/1

14. The 8 students in a seminar class must come to the professor's office to turn in a paper and give a 5-
minute oral summary. Assume there is a service rate of 10 per hour and adequate time is available for all.
The arrival rate for each unit is 5 per hour. What is the probability there is no one in the office or waiting
when you come?
TOPIC: Finite calling population

15. Andy Archer, Ph.D., is a training consultant for six mid-sized manufacturing firms. On the average, each
of his six clients calls him for consulting assistance once every 25 days. Andy typically spends an average
of five days at the client's firm during each consultation.
Assuming that the time between client calls follows an exponential distribution, determine the following:

a. the average number of clients Andy has on backlog

b. the average time a client must wait before Andy arrives to it
c. the proportion of the time Andy is busy
TOPIC: Finite calling population

16. The Quick Snap photo machine at the Lemon County bus station takes four snapshots in exactly 75
seconds. Customers arrive at the machine according to a Poisson distribution at the mean rate of 20 per
hour. On the basis of this information, determine the following:

a. the average number of customers waiting to use the photo machine

b. the average time a customer spends in the system
c. the probability an arriving customer must wait for service.
TOPIC: Constant service times

17. Quick Clean Rooter cleans out clogged drains. Due to the competitive nature of the drain cleaning
business, if a customer calls Quick Clean and finds the line busy, they immediately try another company
and Quick Clean loses the business.
Quick Clean management estimates that on the average, a customer tries to call Quick Clean
every three minutes and the average time to take a service order is 200 seconds. The company wishes to
hire enough operators so that at most 4% of its potential customers get the busy signal.

a. How many operators should be hired to meet this objective?

b. Given your answer to a), what is the probability that all the operators are idle?
TOPIC: M/G/k model with blocked customers cleared
Chapter 15 Waiting Line Models 9

18. A company has tool cribs where workmen draw parts. Two men have applied for the position of
distributing parts to the workmen. George Fuller is fresh out of trade school and expects a $6 per hour
salary. His average service time is 4 minutes. John Cox is a veteran who expects $12 per hour. His
average service time is 2 minutes. A workman's time is figured at $10 per hour. Workmen arrive to draw
parts at an average rate of 12 per hour.

a. What is the average waiting time a workman would spend in the system under each applicant?
b. Which applicant should be hired?
TOPIC: Economic analysis of waiting lines

19. The insurance department at Shear's has two agents, each working at a mean speed of 8 customers per
hour. Customers arrive at the insurance desk at a mean rate of one every six minutes and form a single
queue.
Management feels that some customers are going to find the wait at the desk too long and take their
business to Word's, Shear's competitor.
In order to reduce the time required by an agent to serve a customer Shear's is contemplating
installing one of two minicomputer systems: System A which leases for $18 per day and will increase an
agent's efficiency by 25%; or, System B which leases for $23 per day and will increase an agent's
efficiency by 50%. Agents work 8-hour days.
If Shear's estimates its cost of having a customer in the system at $3 per hour, determine if
Shear's should install a new minicomputer system, and if so, which one.
TOPIC: Economic analysis of waiting lines

20. The postmaster at the Oak Hill Post Office expects the mean arrival rate of people to her customer counter
will soon increase by fifty percent due to a large apartment complex being built. Currently, the mean
arrival rate is 15 people per hour. The postmaster can serve an average of 25 people per hour. By what
percentage must the postmaster's mean service rate increase when the apartment complex is completed in
order that the average time spent at the post office remains at its current value?
TOPIC: M/M/1 waiting line model

SOLUTIONS TO PROBLEMS

1. a. P(0) = .0025
b. P(2) = .0446
c. P(8) = .1033

2. a. P(time < 3) = 1 - .6065 = .3935

b. P(time < 6) = 1 - .3679 = .6321
c. P(3 < time < 6) = .6321 - .3935 = .2386

3. a. Lq = .5
b. Wq = .1667
c. L =1
d. W = .3333
e. Pw = .5
f. The three-cashier system is probably too good and not cost effective.
g. The one cashier system wont work because now the arrival rate is faster than the service rate.

4. a. Lq = 1.04
b. Wq = .2083
c. L = 1.665
d. W = .3333
e. Pw = .625
f. The three-cashier system is probably too good and not cost effective.
10 Chapter 15 Waiting Line Models

g. The one cashier system wont work because now the arrival rate is faster than the service rate.

5. a. = 3/min.
b. = 4/min.
c. P0 = .25
d. L =3
e. Wq = .75 min.
f. W = 1.00 min.
g. P(2) = .140625
h. Pw = .75

6. a. =6
b. =8
c. P0 = .25
d. L =3
e. Wq = .375
f. W = .5
g. P(2) = .1406
h. Pw = .75

7. a. = 12 per hour, = 7.5 per hour

b. P0 = .1872
c. Pw = .2738
d. Wq = .0261
e. Lq = .3129

8. a. P0 = .1765
b. Pw = .5765
c. Wq = .1922 (of a five-minute period)
d. W = .3922 (of a five-minute period)

9. First system costs .37 per minute, second system costs .43 per minute. Choose first system.

10. With one window the cost per hour is 97. With two windows the cost per hour is 68.56. Choose two
windows.

11. a. P0 = .67
b. Lq = .7153
c. L = 1.3819

12. a. P0 = .4286
b. Lq = .3926
c. L = .964

13. Lq = 3.0625

14. = 5, = 10, N = 8
P0 = .0009
Chapter 15 Waiting Line Models 11

15. a. Lq = .7094
b. Wq = 4.96 days
c. 1 P0 = .7151

16. a. Lq = .15
b. W = .028 hour = 1.7 minutes
c. PW = .417

17. a. k = 4; PW = .021
b. P0 = .331

18. a. George: W = 20 minutes; John: W = 3 1/3 minutes

b. Total Cost: George = $46.00, John = $18.67. Hire John

19. No system: $49.20; System A: $50.00; System B: $47.50. Install System B

20. 30 percent