Beruflich Dokumente
Kultur Dokumente
Management
Session 9
March 1st, 2018
Last Class
• Quality management
• Acceptance sampling
• Service operations
• Dice game
• Pick up groceries
• Walk to check-out counter area
• Long line ahead of you
• Where?
o Call centers
o Theme parks
o Fast food restaurant
o Supermarket
o…
• Questions:
o What are the root causes of waiting?
o How to reduce the waiting time?
• Dice game
• A queueing model
• What are the root causes of waiting?
• How to reduce the waiting time?
Servers
Customers Queue
Queueing Models
Example:
There are 2 servers. The average arrival rate is 10 customers per hour. The
average service time per customer is 10 minutes:
Server utilization =
Outputs:
s Lq Ls Wq Ws P(0) P(delay) Utilization
0
1 infinity infinity infinity infinity 0.0000 1.0000 1.0000
2 1.0667 2.4000 0.0533 0.1200 0.2000 0.5333 0.6667
3 0.1446 1.4780 0.0072 0.0739 0.2542 0.1808 0.4444
4 0.0259 1.3592 0.0013 0.0680 0.2621 0.0518 0.3333
5 0.0046 1.3379 0.0002 0.0669 0.2634 0.0126 0.2667
6 0.0008 1.3341 0.0000 0.0667 0.2636 0.0026 0.2222
7 0.0001 1.3334 0.0000 0.0667 0.2636 0.0005 0.1905
8 0.0000 1.3333 0.0000 0.0667 0.2636 0.0001 0.1667
9 0.0000 1.3333 0.0000 0.0667 0.2636 0.0000 0.1481
10 0.0000 1.3333 0.0000 0.0667 0.2636 0.0000 0.1333
11 0.0000 1.3333 0.0000 0.0667 0.2636 0.0000 0.1212
12 0.0000 1.3333 0.0000 0.0667 0.2636 0.0000 0.1111
13 0.0000 1.3333 0.0000 0.0667 0.2636 0.0000 0.1026
• M/M/s model
o Using Excel, we can get the following performance measures