Chap018 Waiting-Lines
Uploaded by
dev4c-1Chap018 Waiting-Lines
Uploaded by
dev4c-118-1 Waiting Lines
CHAPTER
18
Waiting Lines
18-2 Waiting Lines
Disney World
Waiting in lines does not add enjoyment
Waiting in lines does not generate revenue
Waiting lines are non-value added occurrences
18-3 Waiting Lines
Waiting Lines
Queuing theory: Mathematical approach to the
analysis of waiting lines.
Goal of queuing analysis is to minimize the sum of
two costs
Customer waiting costs
Service capacity costs
Waiting lines are non-value added occurrences
18-4 Waiting Lines
Implications of Waiting Lines
Cost to provide waiting space
Loss of business
Customers leaving
Customers refusing to wait
Loss of goodwill
Reduction in customer satisfaction
Congestion may disrupt other business
operations
18-5 Waiting Lines
Queuing Analysis
Figure 18.1
Total Customer Capacity
cost = waiting cost + cost
Cost
Total cost
Cost of
service
capacity
Cost of
customers
waiting
Service capacity Optimum
18-6 Waiting Lines
System Characteristics
Population Source
Infinite source: customer arrivals are
unrestricted
Finite source: number of potential customers
is limited
Number of observers (channels)
Arrival and service patterns
Queue discipline (order of service)
18-7 Waiting Lines
Elements of Queuing System
Figure 18.2
Processing
order
Arrivals Waiting Service Exit
line
System
18-8 Waiting Lines
Queuing Systems
Figure 18.3
Multiple channel
Multiple phase
Channel: A server in
a service system
18-9 Waiting Lines
Poisson Distribution
Figure 18.4
0.25
0.2
0.15
0.1
0.05
0
0 1 2 3 4 5 6 7 8 9 10 11 12
18-10 Waiting Lines
Waiting line Models
Patient
Customers enter the waiting line and remain until
served
Reneging
Waiting customers grow impatient and leave the line
Jockeying
Customers may switch to another line
Balking
Upon arriving, decide the line is too long and decide
not to enter the line
18-11 Waiting Lines
Waiting Time vs. Utilization
Figure 18.6
Average number on
time waiting in line
0 100%
System Utilization
18-12 Waiting Lines
System Performance
Measured by:
1. Average number of customers waiting
2. Average time customers wait
3. System utilization
4. Implied cost
5. Probability that an arrival will have to wait
18-13 Waiting Lines
Queuing Models: Infinite-Source
1. Single channel, exponential service time
2. Single channel, constant service time
3. Multiple channel, exponential service time
4. Multiple priority service, exponential service
time
18-14 Waiting Lines
Priority Model
Processing
order
1 3 2 1 1
Arrivals Waiting Service Exit
line
Arrivals are assigned
a priority as they arrive System
18-15 Waiting Lines
Finite-Source Formulas
Table 18.6
T
Service factor X
T U
Average number waiting L N (1 F )
L( T U ) T (1 F )
Average waiting time W
NL XF
Average number running J NF (1 X )
Average number being served H FNX
Number in population N J LH
18-16 Waiting Lines
Finite-Source Queuing
Not waiting or Being
Waiting
being served served
J L H
U W T
JH
F
J LH
18-17 Waiting Lines
Other Approaches
Reduce perceived waiting time
Magazines in waiting rooms
Radio/television
In-flight movies
Filling out forms
Derive benefits from waiting
Place impulse items near checkout
Advertise other goods/services
18-18 Waiting Lines
Queuing
QAP9
Managing Queues by Business Rules
18-19 Waiting Lines
Waiting Line Management
DWL5
Disney Fast Pass Results/Distributing Queues
18-20 Waiting Lines
Pilot Queue System
DWL6
Fast Pass at Disney’s Animal Kingdom—Statistics
18-21 Waiting Lines
Other Queue Perception Improvers
DWL7
Disney World—Traditional Queue Improvement Methods