Waiting Lines &

Simulation

by-
Navitha Pereira | 175sm017
Vijay M V | 175sm033
WWW.SITE2MAX.PRO Navya G Nayak | 175sm018
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Adarsh K V | 175sm002
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Sanath Bhaskar | 175sm028
 Questions

What are the managerial

implications of waiting lines?

What is the basic structure of

queuing system?

What are the steps in the

simulation process?

What are the advantages

of computer simulation?
 Waiting
Lines

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 Waiting Lines

Waiting Lines are commonly found wherever customers arrive

randomly for services

• Waiting lines are non-value added occurrences

• Customers regard waiting as something negative

• For businesses, the costs of waiting come from lower productivity and
competitive disadvantage

• Service Designers and Managers needs to consider the impact of waiting

lines
 Waiting Lines

Managerial Implications of Waiting lines:

1 Cost of waiting space

Possible loss of business from

2
waiting customers

3 Possible loss of goodwill

Possible reduction in customer

4
satisfaction

Disruption in other business

5
operations/customers
 Waiting Lines

Goal of Waiting Lines:

• Minimize total cost.

Total Cost = Customer
waiting cost +
Capacity cost

• Balance the total cost of

service with the cost of
customer waiting for
service.
 Waiting Lines

Characteristics of Waiting Lines:

• Population source:
1) Infinite-source situation
2) Finite-source situation

• Number of servers (channels):

1) Single channel
2) Multiple channels

• Arrival and Service patterns

• Queue disciplines (order of service)

 Waiting Lines

Measures of Waiting Lines:

Average number of customers waiting

Average time System

customers wait utilization

Implied cost of given The probability that an

level of capacity and its arrival will have to wait
related waiting line for service
 Waiting Lines

Case of Walt Disney

Key Issues:
• Walt Disney realised that customers waiting in lines doesn’t add to their
enjoyment.
• Waiting lines will not generate revenue.

Solution:
• Used a reservation system called FastPass.

Result:
• Customers are happier.
• Hence the park’s potential for additional revenue increased.
 Capacity
Planning

In services using
queuing analysis

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 Capacity Planning

A Capacity - ability to achieve,

store or produce.

B In OM - output rate of a
production or service facility.

Capacity planning - process of

C establishing the output rate that
may be needed at a facility.

E.g. Indian Railways Capacity planning will

D
consider number of booking counter to be
made available for the Public.
 Capacity Planning

fewer booking counter -> long queues

-> more waiting time for customers.

Capacity decisions in service

systems made on the basis of
impact on the customers

Waiting time determines service

quality in service systems.
 Basic structure of Queuing system

• Customer requiring service are generated

over time from a calling population(source).

• Customers enter the queueing system and

join the waiting line (queue.)

• Queue discipline used to select a member.

• Service performed by servers.

• Customer leaves the queueing system.

 Basic elements of waiting line model

Infinite
Calling Population
Finite

Rate Markovian, General Distribution, deterministic

Arrival Parameters
Pattern Single, bulk, special group

Queue Parameter FCFS,LCFS,random

Servers Single, multiple

Stages Single, multiple

System Structure
and Parameter Single serial network
Routing

Capacity Finite, infinite

Service Parameter Markovian, general distribution, deterministic

Performance Queue length, waiting time, utilization, cost-based

Metrics
System configuration in queuing systems

Single server single stage Single server multiple stage

Multiple server single stage Multiple server multiple stage

 Capacity Planning

Poisson distribution

Probability of no of arrivals(n) during time T is given by:

Exponential Distribution

Probability of arrival within a specific time is given by:

 Simulation

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 Simulation

Simulation is a descriptive technique in which a model of a process is

developed and then experiments are conducted on the model to evaluate its
behavior under various conditions.

• Many situation are too complex to permit development of a mathematical

solution.

• Simulation models are fairly simple to use and understand.

• It enables the decision maker to conduct experiments on a model.

• It can be used for a wide range of situation.

• There have been numerous successful applications of these techniques.

 Steps in the simulation process

01 02 03 04

Identify the problem Develop the Test the model to be Develop one or
and set objectives simulation model sure that it reflect the more
system being studied experiments

05 06

Run the simulation and Repeat steps 4 and 5 until you

evaluate the results are satisfied with the results
 Computer
Simulation

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 Computer Simulation

A computer simulation is the usage of a computer for the

imitation of a real-world process or system.

• Most real-life simulations involve the use of a computer.

• Computers offer relatively quick and easy means of obtaining

results.

• Simulation Languages – GPSS/H, GPSS/PC and RESQ

• Some simulation packages have narrow focus on queuing or

network problems.
 Computer Simulation

Advantages

Solves
mathematically Tool for decision
difficult problems making

Saves time
 Computer Simulation

Disadvantages

Considerable
effort to develop
a suitable model

Does not produce

optimum solution,
merely an
approximate
 Comprehensive
Airport
Simulation
Tool

Video Summary

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 CAST Summary

CAST (Comprehensive Airport Simulation Tool) is applied for Airport

Collaborative Decision Making Concept(ACDM) to develop the quality
of Airport and Network Operations through sharing of accurate
information.

The simulation describes the key elements

of SESAR Airport Operations Plan (AOP)
and Airport Performance Monitoring.

CAST is a fast time simulation model developed by

Airport Research Centre (ARC) Germany.
 CAST Summary

CAST improves the situational awareness

among airport partners with a feature called
ATV (Airport Transit View) to identify the
trajectory performance and re-enforce the
collaborative decision-making process.

When the agreed thresholds are

exceeded, CAST raises an ALERT to all
the connected centers. This Alert is sent in
the form of a warning to the AOP to
improve the overall operations
predictability.
 CAST Summary

CAST supports the 4 key services of the Airport Operations:

Post-operations 01 Performance
Analysis Steering

04
Performance 02 Performance
Management Monitoring

03
All these 4 key services are executed in a separate division called
AirPort Operations Centre (APOC).
CONCLUSION: CAST gives a holistic view leading to optimization
and collaboration
 CAST Summary

ARC (Airport
Research Airport ATM Network
Center) Operations Plan Manager
Germany (AOP)

1 2 3 4 5 6

Comprehensive APOC [ 4 Key Airport

Airport Services ] Performance
Simulation Tool Management
(CAST)
Thank You
Any Questions?