INTERNATIONALJOURNALOFAPPLIEDENGINEERINGRESEARCH,DINDIGUL Volume1,No 3,2010 Copyright2010AllrightsreservedIntegratedPublishingAssociation RESEARCHARTICLE ISSN 09764259

ApplicationofSimulationTechniqueinQueuingModelforATMFacility
1 2 Vasumathi.A ,DhanavanthanP 1 AssistantProfessor,VITBusinessSchool,VITUniversity,Chennai. 2 ProfessorandHead,DepartmentofStatistics,PondicherryUniversity, Pondicherry avasumathi@vit.ac.in

ABSTRACT ATMisanautomatictellermachinewhichisusedtosavethecostandreachabilityofabank bysatisfyingcustomerneeds.Customerscanwithdrawanddepositmoneywithoutanypaper workanditfacilitatesthemtoreducetimeandcosttogotobankinperson.Byconsidering the utility of ATM services of different banks at global, the authors adopted simulation techniqueforidentifyingthepitfallsofexisting3ATMservicesof3differentbanksatVIT (VelloreInstituteofTechnology)andalsoplanningtoproposeanewATMservicefromany oneofthesebanksorotherthantheexistingbanksbasedupontheservicerequiredfromthe customers. The authors formulated a suitable simulation technique which will reduce idle time of servers and waiting time of customers for any bank having ATM facility. This technique will be helpful for any bank at global for improving their customers service towardscompetitiveadvantage. Keywords:Simulation,Queuing,ATM,Idletime,Services.
1.ProblemDefinition

AutomaticTellerMachines(ATM)indicatesthedevelopmentofInformationTechnologyin Bankingsector.TwotypesofATMsneedtobeaddressed,oneofwhichisthebranchATM, theotherbeingtheoutofbranchATM.ThebrancheswilltakecareoftheATMlocatedin theirrespectivebranches,whiletheoutofbranchATMssuchasthoselocatedindepartment storewillbetakencarebycashcenters.EachcashcenterhasATMsunderitsresponsibility. At VIT there are three ATMs out of which two are outofbranch ATM(SBI and CENTURIONBANK)andoneisbranchATM(INDIANBANK).Themajorproblemfaced by these ATMs are thelong queueof customersat the peak hours andthen at the offpeak hours the lack of customer entry. The number of customer are so large that many a times customerwaitsformorethanhalfanhourtogethisturnbutatnightstheATMsremainidle thattherearenocustomerstoserve.DependingonthecurrentcapacityofeachATM,many alternativedecisionscanbemade.Nowtheworkprocessdecisionismadebyoperators.Thus, theproblemofATMfacilityissignificant. Inthisstudy,methodologySimulatingATMsisproposedinordertomaximizeefficiency ofbankstoimprovetheircustomersserviceandincreasinglongtermrelationshipwiththem and also toreduce the congestion at the ATM centreat peak hours. The process will show how much time a customer spends and give suggestion whether a new ATM is requiredor with the same resources the performance can be improved. This research will support the banksintermsofdecisionmakingforreducingthewaitingtimeofcustomers,bysolvinga simulationmodelwiththehelpofqueuingtheory.

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Thetechniqueofsimulationhaslongbeenusedbythedesignersandanalysisinthephysical sciencesanditpromisestobecomeanimportanttoolfortacklingthecomplicatedproblems ofmanagerialdecisionmaking.Itisactuallyimitationofrealityandwhenitisbeingputinto mathematical form it is called simulation. Generally, the main objective of simulation is to minimize the managerial problemin terms ofdecision making and hence helps in reaching solution with at most accuracy. Also it is comparatively free from mathematical solution, hencecanbeeasilyunderstoodbytheoperatingpersonalandnontechnicalmanagers. Ontheotherhandqueuingmodelisusedtoovercomethecongestionofthetrafficthistraffic canbeofanyform.Thismodelmainlyusedinsituationwherecustomersareinvolved,hence whenitisbeingcoupledwithsimulationitbecomesverymuchconducivetogetsolutionto solvetheproblemrelatedtocustomers.Therefore,thesetwomodelsareusedtounderstand the situation related to ATM waiting line and to find some alternative to overcome this problembysuggestingcertainalternatives. 1.1ProblemStatement In most of the ATMs the major problem is waiting of customers in the queue for more duration.MainlytheobjectiveofATMforbankistokeepawaythecustomersfromcoming tobankandmaketheprocesseasy forthemtoavoidthebasicproceduretheydoinbank.But as stated the problem which most ATM face is the long queue in front, but then when the problemisonlyforashortwhileasrestofthetimetheATMremainsidlemeansaddingto the operating cost. The problem is to determine whether only one machine is required to fulfill the need or two more machines needed to be installed to give comfort to customer whichisreallyofshortperiodoftime. 1.2ProblemSignificance ThecostoftheinstallinganATMmachineaccountsforasizeablepartofthetotaloperating costof a company.Adding to it is cost of extra security guard who is needed tobeplaced there. But the customer satisfaction point of it is necessary to incur these expenses as retaining them is more important, hence these cost are overshadowed by this fact. This researchwillprovidearobustproblemsolvingtechniquefortherealworldmakeadecision relatedtoreducingtheATMqueuingproblemtoreduceoperatingcost. 1.2.1 ProblemObjective Theoverallobjectiveoftheresearchistodevelopamodeltoreducethewaitingtimeof customersandthetotalcostrelatedtoATMinstallation. 1.3ProblemConstraints Inthisresearch,theresearcherhasfocusedontheProblemofwaitingofcustomerinATMs for long to undergo a simple transaction with the available ATM machine, also to know whether another machine is required toreduce the traffic atthe centers by keeping in mind thecostincurredininstalling.

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2.ATMQueuing:Simulationmodel(SM) The ATMqueuing resembles the typical simulation model coupled with queuing theory in Operations Research literature. In order to solve the queuing model with simulation the servicefacilitymustbemanipulatedsothatanoptimumbalanceisobtainedbetweenthecost of waiting time and the cost of idle time. The cost of waiting generally includes either the indirectcostorlossofcustomers.By increasingthe investmentin laborandservicefacility waitingtimeandthelossesassociatedwithitcanbedecreased.IfweconsiderCw=expected waiting cost/unit/unit time, Ls= expected number of units in the system/unit time and Ce=costofservicingoneunit: Then, Theexpectedwaitingcostperunittime=Cw*Ls.(1) Expectedservicecostperunittime=Ce*A.. (2) Totalcost=Cw*Ls+Ce*A(3) The model is designed to set m number of customer to use effectively use the system to minimum total cost, each starting andending of the process, such that each periodoftime whetheritisabusyorfreeperiodthetotalcostoccurredtobankmustbeless,andcustomer neednottostayforlonginqueueandgetthebestoutoftheservice.Dependingonthenature of each application, queuing and simulation maypossess different characteristics, which in turndecidethewaytheprocessmustbecarriedout.CharacteristicsofQueuingmodelsshown inthefollowingtable. Table 1: CharacteristicsofQueuingmodels Characteristics 1.Inputorarrivaldistribution 2.Outputordeparturedistribution 3.Servicechannels 4.Servicediscipline 5.Maximumnumberofcustomersallowedinthesystem 6.Callingsourceorpopulation Source:P.K.GuptaandD.S.Hira

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2.1LiteratureReview:BasicSimulationmodelandAlgorithms Simulationwithqueuingmodel forvariousapplicationsotherthantheATMproblemhave beenworkeduponwhichisbeingshownbelow: Pieter Tjerk de Boer (1983) in his article discussed that the estimation of overflow probabilities in queuing networks has received considerable attention in the importance samplingsimulationliterature.Mostoftheliteraturehasconcentratedonheuristicallyderived changesofmeasure,whichperformwellinmany,butnotall,models.Adaptivemethods(i.e., methods which try to iteratively approach the optimal change of measure) have only been appliedtoqueuingproblemsinwhichadifferentadaptivemethodisusedthaninthepresent work,andwhereonlyafewsimplemodelsareconsidered. S.S.Lavenberg(1989)inhisarticlediscussedthatsimulationwas foundtobeaviabletool for numerically studying a complex queuing model which is not analytically tractable. Moderatesimulationdurations(durationsof500and1000tourswereusedwheretheaverage computertimetosimulateatourwas0.03secondusingalargecomputer)weresufficientto obtain fairly accurate confidence interval estimates. The model was first simulated under saturatedconditionswithindependentreplicationsusedtoestimateaconfidenceintervalfor A,themaximuminputrateforwhichregenerativesimulationisapplicable. Savingsorinsertionprocedures,whichbuildasolutioninsuchawaythatateachstepofthe procedure,acurrentconfigurationthatispossiblyinfeasible.Thealternativeconfigurationis one that yields the largest saving in terms of some criterion function, such as total cost,or that inserts least expensively a demand entity in the current configuration into the existing routeorroutes.ExamplesoftheseprocedurescanbefoundinClarkeandWright(1964)orin Solomon(1987). Improvement or exchange procedures, such as the wellknown branch exchange heuristic which always maintain feasibility and strive towards optimality. Other improvement procedures were described by Potvin and Rousseau (1995), including Oropt exchange methodinwhichone,two,threeconsecutivenodesinaroutewillberemovedandinsertedat anotherlocationwithinthesameoranotherroutekinterchangeheuristicinwhichklinksin the current routes are exchanged for k new links and 2 opt procedure which exchanges only two edges taken from two different routes. Mathematical programming approaches, whichincludealgorithmsthataredirectlybasedonamathematicalprogrammingformulation oftheunderlying queuing problem. An exampleof this procedurewas given by Fisher and Jaikumar (1981). Christofides et al (1981) discussed Lagrangean relaxation procedures for the queuing of customer in front of ATM. Interactive optimization, which is a general purpose approach in which a high degree of human interaction is incorporated into the problem solving process. Some adaptations of this approach to queuing are presented by Krolak etal(1970). Heuristic approaches: E.g.. Simulation Model (SA). For example, Brame and Simchi Levi (1995) introduced the locationbased heuristic for general queuing problem,which is based onformulatingthequeuingproblemasalocationproblemcommonlycalledthecapacitated concentrator location problem. This location problem was subsequently solved and the 472

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solution was transformed back into a solution to the queuing problem. The method incorporatesmanyqueuingfeaturesintothemodel. 2.2ComputationBurden Important consideration in the formulation and solution of waiting time problem is the computation burden associated with various solution techniques for these problems. The natureof the growth of computation time as a function of problem size is an issue of both theoretical and practical interest. Most waiting time and idle time problems may be formulated on the basis of Monte Carlo method which provide an approximate but a quite workable solution to the problem. The technique has been used to tackle a variety of problemsinvolvingstochasticsituationsandmathematicalproblems,whichcannotbesolved withmathematicaltechniquesandwherephysicalexperimentationwiththeactualsystemis impracticable.Thustheseproblemareofawaitinglinesituation.So,aSimulationtechnique inqueuingmodelisusedforsolvingATMwaitingtimeproblem. 3ProblemMethodology 3.1Introductiontosimulationandqueuing Itistheimitationofreality likelaboratoriesinwhichnumberofexperimentsareperformed onsimulatedmodelstodeterminethebehaviorofrealsystemintrueenvironments. Theexamplecitedaboveisofsimulatingtherealityinthephysicalform,andarereferredto as analogue simulation. For the complex and intricate problem of managerial decision making,theanaloguesimulationmaynotbepracticable,andactualexperimentationwiththe system may not be uneconomical. Under such circumstances, the complex system is formulated into a mathematical model for which a computer programme is developed, and the problem is solved by using high speed electronic computer, and hence it is named as systemsimulation. Queuingtheoryhasbeenappliedtoavarietyofbusinesssituations.Allsituationsarerelated tocustomerinvolvement.Generally,thecustomerexpectsacertainlevelofservice,whereas the firm provides service facility and tries to keep the costs minimum while proving the required service. This widely used in manufacturing units. Here it helps in reducing the overheadchargesandtheoverallcostofmanufacturing.Alsousedtoknowistheunitarrive, atregularorirregularintervalsoftimeatagivenpointcalledtheservicepoint. 3.2SimulationandQueuingforATMWaitingline The proposed method here tells about how the three ATM centers of VIT are performing. What isthe frequencyatwhicheachcustomerenterswhenthehourisbusy hourandsame daytheidletimeofATMatoffpeakhour?Thentheroutineinweekendswhenthereareno classeshowtherateofcustomerentryisfluctuating.

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Start Readinput data Initializevariables andtimers Generatearrival timeat

Generate departuretimedt
Advancetimer toatupdate servertoidle

Yes

no At< =dt
Advance timertodt

no
Advance timertoat

Simul ation

Addto queue update

No
Generate next arrival

A
Simula tion Computedesired statistics

Queue empty

yes

Printresults

stop

Figure1: Chartshowingthesimulation

Thetableisbeingformulatedafterseeingasimilartrendisbeingfollowedonweekdaysand weekendsseparately.Thenthesimulationisbeingappliedtoseetherateofentryandexitof a customer and the waiting time of the customer with the idle time of ATM machine.

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Thereafter queuing model is done to know the number of customers in the system to the customerswaitbeforebeingserved.
Initializesimulationmodel

Newcustomers Generateinterarrival time(IAT) Nextcustomer Arrivaltime=arrival time+IAT

Yesno
Isarrivaltime morethan completiontime ATMidle ATMbusy

Waittime=starttime arrivaltime

Generateservice time(st)

Completiontime=starttime+st

Systemtime=completiontimearrival time

Figure2: FlowChartIIforBankATMwaitinglinesimulation Thispaperisdesignedtohelpbankmanagersbyadvisingthemhowlongtheaveragewaiting timewillbedependingonhowmanyATMsareinservice

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Figure3:Graphshowingthelevelofservicevscost 3.3M/D/cQueue TheM/D/cqueuehascustomersarrivinginaPoissonformationataratek,withacustomer servicetimeDandcidenticalparallelservers.

Figure4:Imageshowingtheprocessqueue Assumingtrafficintensity q=k D/c<1. 4.ExperimentalResults

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ThefollowingtableshowsthebehaviorofcustomersintheATMs

Table2:WeekdaysBusyScheduleINDIANBANK(timeinsec) S.No Timebetween presentandnext arrival 1 20 2 25 3 40 4 5 5 30 6 15 7 45 8 180 9 120 10 30 Servicetime Timeavail forservice 20 45 105 135 195 195 255 90 20 80 ATMidle Customer time waitingtime 0 0 0 0 0 0 0 0 0 0 0 70 65 95 190 180 240 270 140 110

90 60 30 60 15 75 30 50 90 90

Table3:WeekdaysFreeScheduleINDIANBANK(timeinsec) Sno Timebetween presentand nextarrival 1 180 2 120 3 30 4 270 5 480 6 420 7 210 8 150 9 420 10 270 Service time 90 60 120 120 120 90 150 120 180 150 Timeavail forservice 180 120 30 180 480 420 210 150 420 270 ATMidle Customer time waiting time 90 0 60 0 0 0 60 0 360 0 330 0 60 0 30 0 240 0 120 0

Table4:WeekdaysBusyScheduleSBI(timeinsec) Sno Timebetween presentand nextarrival 1 90 2 90 3 15 4 15 5 60 Servicetime Timeavail ATM Customer forservice idletime waiting time 90 90 0 0 60 90 30 0 30 15 0 0 120 0 0 15 300 45 0 120

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6 7 8 9 10

30 30 90 120 30

60 30 50 120 90

150 285 90 330 345

0 0 0 0 0

255 210 270 315 450

Table5:WeekdaysFreeScheduleSBI(timeinsec) S.No Timebetween presentandnext arrival 1 240 2 30 3 330 4 120 5 360 6 480 7 60 8 60 9 300 10 120 Service Timeavailfor ATMidle Customer time service time waiting time 60 240 180 0 120 30 0 0 90 240 150 0 120 120 0 0 120 360 240 0 180 480 300 0 120 60 0 0 60 0 0 60 90 240 150 0 120 120 0 0

Table6:WeekendScheduleINDIANBANK(timeinsec) S.No Timebetween presentandnext arrival 1 180 2 60 3 60 4 300 5 180 6 120 7 120 8 135 9 30 10 15 Service time 30 30 60 180 60 60 120 105 60 60 Time availfor service 180 60 60 300 180 120 120 135 30 15 ATMidle time 150 30 0 120 120 60 0 30 0 0 Customer waiting time 0 0 0 0 0 0 0 0 0 30

Table7:WeekendsScheduleSBI(timeinsec) S.No Timebetween presentandnext arrival 1 180 2 120 3 300 Service Timeavail time forservice 120 60 60 180 120 300 ATMidle Customer time waiting time 60 0 60 0 240 0 478

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4 5 6 7 8 9 10

60 60 180 60 180 120 180

60 60 240 60 120 120 60

60 60 180 0 120 120 180

0 0 0 0 0 0 120

0 0 0 60 60 0 0

Table8: WeekdaysBusyScheduleCENTURIONBANK(timeinsec) S.No Time between presentand nextarrival 1 480 2 240 3 480 4 300 5 120 6 360 Service time Timeavail ATMidletime Customer forservice waitingtime

60 120 180 60 180 120

480 240 480 300 120 300

420 120 300 240 0 180

0 0 0 0 0 0

Theresearcheradoptedqueuingtechnique(M/M/1):(FCFS//)andobtainedthefollowing results: Table9: ComparisonCharacteristicsofQueuingofDifferentBanks Characteristics of queuing Mean arrival time ()weekdaysbusy Mean service time ()weekdaysbusy weekdaysfree Weekdaysfree weekends Weekends Wsweekdaysfree Wsweekends Wqweekdaysfree Wqweekends weekdaysbusy weekdaysfree weekends INDIANBANK CENTURION BANK 1customerin51sec 1customerin47sec 1 customer in 330sec 1customerin59sec 1customerin95sec 1 customer in 120sec 1 customer in 255 1 customer in 210 sec sec 1 customer in 120 1 customer in 108 sec sec 1 customer in 120 1 customer in 144 sec sec 1customerin77sec 1customerin96sec 250 250 200 250 125 138.88 123 159 1 1 .36 .5 .55 .615 .64 SBI

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=/ Ws=1/()=Expectedtimecustomerspendsinthesystem Wq=Ws*=Expectedwaitingtimepercustomer Table10:ComparisonSimulationTechniqueandQueuingTheory forDifferentBanks Banks Indain bank weekdaysfree Indain bank weekend SBI weekdays free SBIweekend Centurionbank 4.2Discussions Thisresearchhasbeendonebytheresearcherthroughobservingthecustomersarrivaltime, waiting time in the queue, different behaviour of customers in the queue like balking, reneging,jockeyingandservicetimewithATMmachine.Theresearcherhasobservedthose informationfor2monthsdurationinallthethreeATMsatVITduringweekdaysbusy,free hours and week end busy and free hours. Generally, arrivals do not occur at fixed regular intervalsoftimesbuttendtobeclusteredforadurationofaweek.ThePoissondistribution involvestheprobabilityofoccurrenceofanarrivalarerandomandindependentofallother operatingconditions.Theinterarrivalrate(i.e.,thenumberofarrivalsperunitoftime)is calculatedby considering arrival time of the customersto thatof the numberof customers. Service time is the time required for completion of a service i.e., it is the time interval betweenbeginningofaservice fromATMmachineanditscompletion.Inthisresearchthe researcherhascalculatedmeanservicetimeofcustomersbyconsideringdifferentservice timeforcustomerstothatofthenumberofcustomers. Based upon the tabulation and taking one day as a standard, the researcher inferred that duringweekdaysprimehoursthereis heavycrowdinIndianbankandSBIATMs,which impliesthattheutilizationfactoris1.ItisvividthattheequipmentATMis100%utilizedby thecustomers.Inthenonbusyhours,utilizationfactoris50%forINDIANBANKand55% forSBI.Inweekendperiodtheutilizationfactoris62%forINDIANBANKand64%forSBI. ThereasonfortheminimumutilizationfactorofIndianBankandCenturionBankisthatthe customers will face Out of Service Problem frequently ( On an average of 2 times in a week, this can be found by the researcher through observation) than the SBI Bank. The researcher has observed for 2 months, this kind of problem was not there with SBI ATM Serviceforasingletime.HencemostofthecustomerspreferredSBIATMService.ButSBI officials would take more time to reload the currency in the ATM machine than the Indian Bank.OnlyfewcustomershavetheATMtransactionwithCenturionBank,thereasonwould bethedissatisfactionofcustomerserviceandithasminimumnumberbranchesthroughout 480 Ws 120 80 114 108 120 Simulation Wq 0 3 6 12 0 Queuing Wq 125 123 139 159 69

Ws 250 200 250 250 189

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India.Thisresultwasfoundbyinterviewingwiththecustomers,thosewhoavailCenturion ATMbankfacility.ThesearetheexistingpitfallsofexistingATMservicesofSBI,Indian bankandCenturionbank. Thecomparisonbetweenwaitingtimeinthequeueandsystembyusingbothsimulationand queuingmodelshowsmorevariationbecausethestudywasundergonewiththeobservation ofminimumnumberofcustomerswithminimumduration.Duetolimitedtime,theresearch had been conducted with minimum sample size, this research can be extended with larger samplesizeandmoredaysofobservation,itpavesthewaytogivemoreaccurateresults.The researcher found that the customers, who are availing different ATM services at VIT preferredSBI ATM service. The reason wouldbe numberofbranches of SBI is more than Indianbankthroughoutthecountryandithasdirectimpactwithrespecttothecomposition ofVITstudentsfromvariouspartofthecountry.ThisstudyalsorevealsthattheMinimum Ws and Wq of customers of SBI ATM than the other two banks of Indian and Centurion Bank ATMs.This proves that the customers aresatisfied with the service providedby SBI ATMthantheothertwobanks. 5.RecommendationforFurtherStudy Several aspects of waiting problem for the ATM that remained unsolved in this study will form interesting topics for further study. The following recommendations are made for furtherstudies: It is observed that if a person is not well versed with ATM takes more time which is not considered. Also many customers stand in the queue and leave which can be put into the consideration. ThetimetheworkerstaketofeedtheATMwithcurrencyisnotconsidered. Outofstocksituationcanbeconsidered. OnholidaysmostlyafterexamstheutilityofATMtobeconsidered. Themainlimitationoftheresearchduetotimeconstraintitisobservedwithminimum sample,ifsamplesizewouldhaveincreased,theresultobtainedbybothinsimulationand queuingwillcoincide. This study would not consider waiting cost and service cost due to non availability of originalinformation.Forfutureresearch,thisstudycanbeextendedbyconsideringthecost factorstofindoutthebestATMfacility. 6.Conclusion The main purpose of this study is to develop an efficient procedure for ATM queuing problem, which can be daily used by banks to reduce the waiting time of customers in the system.Thequeuingcharacteristicsofcustomerswereobservedandtheresearchercompared theprocessofcustomerbehaviorofdifferentATMservicesatVIT.Itisconcludedthatthe th SBI ATM service should introduce in mens hostel (around students strength stay in

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hostel) will facilitate pulling more customers towards SBI ATM service. The researcher suggested that the SBI can install a new ATM machine in Mens hostel in spite of high installationcostandtherebyreducethecustomercostandservicecostforattainingbenefitin thelongrun.Thiswillbehelpfulforcommercialbanktosustainmorepotentialcustomersin highcompetitivesituationswithotherprivatebanks. 7.References 1. S.S.LavenbergandD.R.Slutz,(1975).RegenerativeSimulationofaQueuing ModelofanAutomatedTapeLibrary,Oper.Res. pp23. 2. M.A.CraneandD.L.Iglehart(1975),SimulatingStableStochasticSystems: RegenerativeProcessesandDiscreteEventSimulations,Oper.Res.pp33. 3. M.A.CraneandD.L.Iglehart,(1974),SimulatingStableStochasticSystems,I: GeneralMultiserverQueues, J.ACM 21, pp103. 4. G.S.Fishman,(1974),EstimationinMultiserverQueuingSimulations,Oper.Res. 22,pp 72. 5. A.M.Law(1974),EfficientEstimatorsforSimulatedQueuingSystems, ORC747, OperationsResearchCenter,UniversityofCalifornia,Berkeley,California. 6. S.S.LavenbergandG. S. Shedler,(1975),DerivationofConfidenceIntervalsforW orkRateEstimatorsinaClosedQueuingNetwork,SIAMJ.Comput. 4,pp108 7. S.S.Lavenberg,(1974),EfficientEstimationviaSimulation ofWorkRatesin ClosedQueueingNetworks,ProceedingsinComputationalStatistics,Physica Verlag,Vienna,Austria,pp 353362. 8. S. S. Lavenberg and D. R. Slutz,(1970) Introduction to Regenerative Simulation, IBMJ.Res.Develop. 19, pp 458 9. Krolark, P., Felts, W and Marble, J,(1970). A manmachine approach toward solvingthegeneralizedtruckdispatchingproblem,TransportationScience,Vol.6,pp 149170. 10. D.S Hira and P.K.Gupta,Simulation and Queuing Theory, Operation Research, S.ChandandCompanyLtd.,NewDelhi,2004.

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