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Elements of a Queueing Model (Section 14.1) Some Examples of Queueing Systems (Section 14.2) Measures of Performance for Queueing Systems (Section 14.3) A Case Study: The Dupit Corp. Problem (Section 14.4) Some Single-Server Queueing Models (Section 14.5) Some Multiple-Server Queueing Models (Section 14.6) Priority Queueing Models (Section 14.7) Some Insights about Designing Queueing Systems (Section 14.8) Economic Analysis of the Number of Servers to Provide (Section 14.9) 14.214.13 14.1414.16 14.1714.20 14.2114.23 14.2414.33 14.3414.42 14.4314.50 14.5114.53 14.5414.57
Service facility
Served Customers
The table shows his queueing system in action over a typical morning.
Customer
1 2 3 4 5 6
Arrivals
The time between consecutive arrivals to a queueing system are called the interarrival times.
The expected number of arrivals per unit time is referred to as the mean arrival rate.
The symbol used for the mean arrival rate is
20
80
100
Mean
Time
The Queue
The number of customers in the queue (or queue size) is the number of customers waiting for service to begin. The number of customers in the system is the number in the queue plus the number currently being served. The queue capacity is the maximum number of customers that can be held in the queue. An infinite queue is one in which, for all practical purposes, an unlimited number of customers can be held there. When the capacity is small enough that it needs to be taken into account, then the queue is called a finite queue. The queue discipline refers to the order in which members of the queue are selected to begin service.
The most common is first-come, first-served (FCFS). Other possibilities include random selection, some priority procedure, or even last-come, firstserved.
Service
When a customer enters service, the elapsed time from the beginning to the end of the service is referred to as the service time.
Basic queueing models assume that the service time has a particular probability distribution.
The symbol used for the mean of the service time distribution is 1 / m = Expected service time where m is the Greek letter mu.
The interpretation of m itself is the mean service rate. m = Expected service completions per unit time for a single busy server
Erlang Distribution
Fills the middle ground between the exponential distribution and constant. Has a shape parameter, k that determines the standard deviation. In particular, s = mean / (k)
Distribution Exponential Degenerate (constant) Erlang, any k Erlang, k = 2 Erlang, k = 4 Erlang, k = 8 Erlang, k = 16
The symbols used for the possible distributions are M = Exponential distribution (Markovian) D = Degenerate distribution (constant times) Ek = Erlang distribution (shape parameter = k) GI = General independent interarrival-time distribution (any distribution) G = General service-time distribution (any arbitrary distribution)
5. The queueing system has a specified number of servers, where each server is capable of serving any of the customers.
6. Each customer is served individually by any one of the servers. 7. Service times are independent and identically distributed according to a specified probability distribution.
Checkout at a store
Plumbing services Ticket window at a movie theater Check-in counter at an airport Brokerage service Gas station Call center for ordering goods Call center for technical assistance Travel agency Automobile repair shop Vending services Dental services Roofing Services
People
Clogged pipes People People People Cars People People People Car owners People People Roofs
Checkout clerk
Plumber Cashier Airline agent Stock broker Pump Telephone agent Technical representative Travel agent Mechanic Vending machine Dentist Roofer
Faxing services
Materials-handling system Maintenance system Inspection station
Employees
Loads Machines Items
Fax machine
Materials-handling unit Repair crew Inspector
Production system
Semiautomatic machines Tool crib
Jobs
Machines Machine operators
Machine
Operator Clerk
How many customers typically are waiting in the queueing system? How long do these customers typically have to wait?
When customers are internal to the organization, the first measure tends to be more important.
Having such customers wait causes lost productivity.
Commercial service systems tend to place greater importance on the second measure.
Outside customers are typically more concerned with how long they have to wait than with how many customers are there.
Wq = Expected waiting time in the queue (excludes service time) for an individual customer.
Statistics that are helpful to answer these types of questions are available for some queueing systems:
Pn = Steady-state probability of having exactly n customers in the system. P(W t) = Probability the time spent in the system will be no more than t. P(Wq t) = Probability the wait time will be no more than t.
Current policy: Each tech reps territory is assigned enough machines so that the tech rep will be active repairing machines (or traveling to the site) 75% of the time.
A repair call averages 2 hours, so this corresponds to 3 repair calls per day. Machines average 50 workdays between repairs, so assign 150 machines per rep.
Proposed New Service Standard: The average waiting time before a tech rep begins the trip to the customer site should not exceed two hours.
Approach Suggested by the Vice President for Engineering: Provide new equipment to tech reps that would reduce the time required for repairs.
Approach Suggested by the Chief Financial Officer: Replace the current one-person tech rep territories by larger territories served by multiple tech reps. Approach Suggested by the Vice President for Marketing: Give owners of the new printer-copier priority for receiving repairs over the companys other customers.
= Mean arrival rate for customers = Expected number of arrivals per unit time
= Mean service rate (for a continuously busy server) = Expected number of service completions per unit time
= the utilization factor = the average fraction of time that a server is busy serving customers =l/m
The expected number of customers in the system is L = r / (1 r) = l / (m l) The expected waiting time in the system is W = (1 / l)L = 1 / (m l) The expected waiting time in the queue is Wq = W 1/m = l / [m(m l)]
John Phixitts suggested approach is to lower the tech reps utilization factor sufficiently to meet the new service requirement.
Lower r = l / m, until Wq 1/4 day, where l = (Number of machines assigned to tech rep) / 50.
The probability of zero customers in the system is P0 = 1 r The expected number of customers in the queue is Lq = [l2s2 + r2] / [2(1 r)] The expected number of customers in the system is L = Lq + r The expected waiting time in the queue is Wq = Lq / l The expected waiting time in the system is W = Wq + 1/m
The Values of s and Lq for the M/G/1 Model with Various Service-Time Distributions
Distribution Exponential Degenerate (constant) Erlang, with shape parameter k Mean 1/m 1/m 1/m s 1/m 0 (1/k) (1/m) Model M/M/1 M/D/1 M/Ek/1 Lq r2 / (1 r) (1/2) [r2 / (1 r)] (k+1)/(2k) [r2 / (1 r)]
The Vice President for Engineering has suggested providing tech reps with new state-of-the-art equipment that would reduce the time required for the longer repairs.
After gathering more information, they estimate the new equipment would have the following effect on the service-time distribution:
Decrease the mean from 1/4 day to 1/5 day. Decrease the standard deviation from 1/4 day to 1/10 day.
B 3 4 5 6 7 8 9 10 11 12 l 1/m s s=
F L= Lq = W= Wq = r P0 =
With multiple servers, the formula for the utilization factor becomes r = l / sm but still represents that average fraction of time that individual servers are busy.
10
s = 25 s = 20 s = 15 s = 10 s =7 s =5 s =4 s =3 s =2 s =1 0 0.1 1.0 rl sm
0.3
0.9
The Chief Financial Officer has suggested combining the current one-person tech rep territories into larger territories that would be served jointly by multiple tech reps.
A territory with two tech reps:
Number of machines = 300 Mean arrival rate = l = 6 Mean service rate = m = 4 Number of servers = s = 2 Utilization factor = r = l/sm = 0.75 (versus 150 before) (versus l = 3 before) (as before) (versus s = 1 before) (as before)
M/M/s Model for the CFOs Suggested Approach (Combine Into Teams of Two)
B 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 l m s= Pr(W > t) = w hen t = Prob(W q > t) = w hen t = C Data 6 4 2 0.169 1 0.087 1 D (mean arrival rate) (mean service rate) (# servers) E G L= Lq = W= Wq = r n 0 1 2 3 4 5 6 7 8 9 10 H Results 3.4286 1.9286 0.5714 0.3214 0.75 Pn 0.1429 0.2143 0.1607 0.1205 0.0904 0.0678 0.0509 0.0381 0.0286 0.0215 0.0161
M/M/s Model for the CFOs Suggested Approach (Combine Into Teams of Three)
B 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 l m s= Pr(W > t) = w hen t = Prob(W q > t) = w hen t = C Data 9 4 3 0.090 1 0.028 1 D (mean arrival rate) (mean service rate) (# servers) E G L= Lq = W= Wq = r n 0 1 2 3 4 5 6 7 8 9 10 H Results 3.9533 1.7033 0.4393 0.1893 0.75 Pn 0.0748 0.1682 0.1893 0.1419 0.1065 0.0798 0.0599 0.0449 0.0337 0.0253 0.0189
l
3 6 9
m
4 4 4
s
1 2 3
r
0.75 0.75 0.75
Wq
0.75 workday (6 hours) 0.321 workday (2.57 hours) 0.189 workday (1.51 hours)
10
s = 25 s = 20 s = 15 s = 10 s =7 s =5
1.0
s =4 s =3 s =2 s =1
0.1
0.1
0.3
0.9
1.0 rl sm
1.0
0.1
0.2
0.4
1.0
rl sm
The Vice President of Marketing has proposed giving the printer-copiers priority over other machines for receiving service. The rationale for this proposal is that the printer-copier performs so many vital functions that its owners cannot tolerate being without it as long as other machines.
The mean arrival rates for the two classes of copiers are
l1 = 1 customer (printer-copier) per workday l2 = 2 customers (other machines) per workday (now) (now)
l r
l r
When
l1
l2
1
1 2
Now
Later Now
1
1.5 2
2
1.5 4
4
4 4
0.75
0.75 0.75
1 workday (8 hrs.)
1.2 workday (9.6 hrs.) 0.439 workday (3.43 hrs.)
2
3 3
Later
Now Later
3
3 4.5
3
6 4.5
4
4 4
0.75
0.75 0.75
Maintain one-person territories, but $300 million per year reduce number of machines assigned to each from 150 to 100 Keep current one-person territories, but provide new state-of-the-art equipment to the tech-reps One-time cost of $500 million
VP for Engineering
VP for Marketing
Change to two-person territories with priority given to the printercopiers for repairs
Decision: Adopt fourth proposal (except for sparsely populated areas where second proposal should be adopted).
l m
C
C Data 0.5 1
D
G L= Lq =
H Results 1 0.5
r (l)
s 1 2 3 4 5
$250
Cost ($/hour)