Presented To:: Dr. Dibyojyoti Bhattacharjee

Queueing Theory
Presented to :
Dr. Dibyojyoti
Bhattacharjee
Presented by :
Biswajit Bhattacharjee (19)
Bikash Choudhury (16)
Biswaraj Das
Purkayastha(20)
Kunal Sengupta(37)
Introduction to Queueing
Theory
A pioneer:
Agner Krarup Erlang
(1878-1929) the Danish
telecommunication
engineer started
applying principles of
queuing theory in the
area of
telecommunications.
What is queueing theory?

Queueing theory is the mathematical study of waiting
lines, or queues. In queueing theory a model is
constructed so that queue lengths and waiting times
can be predicted. Queueing theory is generally
considered a branch of operations research because the
results are often used when making business decisions
about the resources needed to provide a service.
Queueing theory has its origins in research by Agner
Krarup Erlang when he created models to describe the
Copenhagen telephone exchange. The ideas have since
seen applications including telecommunications, traffic
engineering, computing and the design of factories,
Why is queueing theory

important?
Capacity problems are very common in industry
and one of the main drivers of process redesign
Need to balance the cost of increased capacity against

the gains of increased productivity and service
Queuing and waiting time analysis is particularly

important in service systems
Large costs of waiting and of lost sales due to waiting
Example Hospital
Patients arrive by ambulance or by their own

accord
One doctor is always on duty
More and more patients seeks help longer
waiting times
Question: Should another MD position be
instated?
Examples of Real World Queuing

Systems?
Commercial Queuing Systems
Commercial organizations serving external customers
Ex. Dentist, bank, ATM, gas stations, plumber, garage
Transportation service systems

Vehicles are customers or servers
Ex. Vehicles waiting at toll stations and traffic lights,
trucks or ships waiting to be loaded, taxi cabs, fire
engines, buses
Business-internal service systems

Customers receiving service are internal to the
organization providing the service
Ex. Inspection stations, conveyor belts, computer
support
Social service systems

Ex. Judicial process, hospital, waiting lists for organ
Problems of a store manger

When and why do we get queues?
Too many people, too few
desks
What can we do about it?

More cash desks
What if there are too many desks open?
costs
Let on more people in

First serve the people who need little service time
Limit the time during which someone is being served
e.g. limited treatment time6 per client at the doctor
Problems of a customer
Why does it always feel to us like all other
queues move faster?
Which queue should I take? Where shall I
append? How long do I have to wait?
Where there are the fewest people in queue?
Where the people have the least products to
dispatch?
Where the fastest cashier is?
Where one can only pay cash?
Where someone helps me bagging?
7
Queuing theory for studying networks

View network as collections of queues
FIFO data-structures
Queuing theory provides probabilistic
analysis of these queues
Examples:
Average length (buffer)
Average waiting time
Probability queue is at a certain length
Probability a packet will be lost
Model Queuing System
Customer
s
Queue
Server
Queuing System
Use Queuing models to

Describe the behavior of queuing
systems
Evaluate system performance
Customer
n
Arriv
Begin
End
al
servic
service
Delay
Activit
event
e
y
Interarriv
Arrival
al
event
Delay
Time
Begin
End
servic
service
e Activity
Customer
n+1
Tim
e
Assumptions
Independent arrivals
Exponential distributions
Customers do not leave or change
queues.
Large queues do not discourage

customers.
Many assumptions are not always true, but
queuing theory gives good results
anyway
Measuring the Queue Performance

There are a number of measure that can
help a manager to balance the capacity
and waiting costs:
Average time in a queue
Average length of a queue
Average customer time in the system
Number of customers in a queue
Probability of numbers in a queue
Probability of system being unused
The last two above, looking at probability is where most of the
work on queue theory goes on
You will need to understand more about statistics, particularly
Poisson distribution) to delve deeper into this
Components of a Basic
Queuing Process
Input Source
Calling
Populati
on
The Queuing System
Jobs
Queue
Service
Mechani
sm
Served
Jobs
leave
the
system
Queue
Discipline
Arrival
Process
Queue
Configurat
ion
Service
Process
13
Principal Queue Parameters

1.
2.
3.
4.
5.
Calling Population
Arrival Process
Service Process
Number of Servers
Queue Discipline
14
1. The Calling Population

Population of customers or jobs
The size can be finite or infinite
The latter is most common
Can be homogeneous
Only one type of customers/ jobs
Or heterogeneous
Several different kinds of customers/jobs
15
2. Arrival Process
In what pattern do jobs / customers
arrive to the queueing system?
Distribution of arrival times?
Batch arrivals?
Finite population?
Finite queue length?
Poisson arrival process often

assumed
Many real-world arrival processes can be
modeled using a Poisson process
16
3. Service Process
How long does it take to service a
job or customer?
Distribution of arrival times?
Rework or repair?
Service center (machine) breakdown?
Exponential service times often

assumed
Works well for maintenance or
unscheduled service situations
17
4. Number of Servers
How many servers are available?
Single Server Queue
Multiple Server Queue
18
Example Two Queue

Configurations
Multiple Queues
Servers
Single Queue
Servers
19
Multiple vs Single Customer

Queue Configuration
Multiple Line
Advantages
1.The service
provided can be
differentiated
Ex. Supermarket express

lanes
2.Labor specialization
possible
3.Customer has more
flexibility
4.Balking behavior may
be deterred
Several medium-length
Single Line
1.Guarantees
fairness
Advantages
FIFO applied to all
arrivals
2.No customer anxiety

regarding choice of
queue
3.Avoids cutting in
problems
4.The most efficient set
up for minimizing time
in the queue
5.Jockeying (line
switching) is avoided20
5. Queue Discipline
How are jobs / customers selected
from the queue for service?
First Come First Served (FCFS)
Shortest Processing Time (SPT)
Earliest Due Date (EDD)
Priority (jobs are in different priority
classes)
FCFS default assumption for most

models
21
Three queuing disciplines used in

Telephone Networks
First In First Out This principle
states that customers are served one
at a time and that the customer that
has been waiting the longest is
served first.
Last In First Out This principle also
serves customers one at a time,
however the customer with the
shortest waiting time will be served
first.
Processor Sharing Customers are
served equally. Network capacity is
shared between customers and they
FIFO
First In First Out
LIFO
Last in First Out
Elevators are a circumstance where this occurs.
SIRO
Service In Random Order
Like drawing tickets out of a pool of tickets
for service.
Single-server Single-stage Queue
Arrival Stream
Customers
In queue
Service
Facility
Multiple-server Single-stage
Queue
Customers
In queue
Service
Facilities
Single-server Multiple-stage
Queue
Customers
In queue
Service
Facility
Pharmacy Conveyor System >>>>>
Multiple-server Multiple-Stage
Queue
Customers
In queue
Service
Facilities
Types of Queues of Interest

Analytical Models for Estimating
Capacity and Related Metrics
Single Server
M/M/1, M/G/1, M/D/1, G/G/1
Multiple Server
M/M/c, M/G/ etc.
Multiple Stage
Markov Chain models
Infinite-Source Queuing Models

Single channel, exponential service
time (M/M/1)
Single channel, constant service time
(M/D/1)
Multiple channel, exponential service
time (M/M/S)
Multiple priority service, exponential
service time
BUSINESS APPLICATIONS
It is a practical operations management technique that is

commonly used to determine staffing, scheduling and calculating
inventory levels.
To improve customer satisfaction.
Six Sigma professionals through their knowledge of probability
distributions, process mapping and basic process improvement
techniques can help organizations design and implement robust
queuing models to create this competitive advantage.
Timeliness: Businesses conduct studies using mathematical
models and formulas to determine the best way of serving the
greatest number of customers, given their staffing resources. In
retail businesses, the volume of transactions is extremely
important in maximizing revenues and profitability
Remove Inefficiencies: for eg., bank, needs to stick to its
model once it's been determined that maximum efficiency can
be achieved, both in labor costs and customers served, by using
a centralized queue based on staffing at least three tellers during
Limitations of Queuing theory

The assumptions of classical queuing theory may be too restrictive
to be able to model real-world situations exactly.

The complexity of
production lines with product-specific
characteristics cannot be handled with those models. Often,
although the bounds do exist, they can be safely ignored.
Because the differences between the real-world and theory is not
statistically significant, as the probability that such boundary
situations might occur is remote compared to the expected normal
situation.
Furthermore, several studies show the robustness of queuing
models outside their assumptions.
In other cases the theoretical solution may either prove intractable
or insufficiently informative to be useful.
Alternative means of analysis have thus been devised in order to provide
some insight into problems that do not fall under the scope of queuing theory,
Although they are often scenario-specific because they generally consist of
computer analysis of experimental data.
33
Primary References
http://en.wikipedia.org/wiki/Queueing_theory
http://www.eventhelix.com/realtimemantra/congestioncontrol/queueing_th
eory.htm
http://people.brunel.ac.uk/~mastjjb/jeb/or/queue.html
http://people.brunel.ac.uk/~mastjjb/jeb/or/queue.html
http://www.merriam-webster.com/dictionary/queuing%20theory
http://www.amazon.com/Fundamentals-Queueing-Theory-Probability-Statis
tics/dp/047179127X
http://staff.um.edu.mt/jskl1/simweb/intro.htm

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Queueing Theory

What is queueing theory?

Why is queueing theory

Need to balance the cost of increased capacity against

Queuing and waiting time analysis is particularly

Patients arrive by ambulance or by their own

Examples of Real World Queuing

Transportation service systems

Business-internal service systems

Social service systems

Problems of a store manger

What can we do about it?

Let on more people in

e.g. limited treatment time6 per client at the doctor

Queuing theory for studying networks

Model Queuing System

Use Queuing models to

Large queues do not discourage

Measuring the Queue Performance

The Queuing System

Principal Queue Parameters

1. The Calling Population

Poisson arrival process often

Exponential service times often

Multiple Server Queue

Example Two Queue

Multiple vs Single Customer

Ex. Supermarket express

2.No customer anxiety

FCFS default assumption for most

Three queuing disciplines used in

Single-server Single-stage Queue

Pharmacy Conveyor System >>>>>

Types of Queues of Interest

Infinite-Source Queuing Models

It is a practical operations management technique that is

Limitations of Queuing theory

to be able to model real-world situations exactly.

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