qmd: waiting-line analysis. overview terminology terminology characteristics of waiting-lines...
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QMD: Waiting-line QMD: Waiting-line analysisanalysis
OverviewOverview TerminologyTerminology Characteristics of Waiting-linesCharacteristics of Waiting-lines Operating characteristicsOperating characteristics M/M/1 model – single channelM/M/1 model – single channel
• Example: video storeExample: video store M/M/S model – multi-channelM/M/S model – multi-channel
• Example: Multiplex theaterExample: Multiplex theater Psychology of waitingPsychology of waiting
‘‘The other line The other line always moves faster.’always moves faster.’
‘‘If you change lines, If you change lines, the one you left will the one you left will start to move faster start to move faster than the one you’re in.’than the one you’re in.’
© 1995 Corel Corp.
Thank you for holding. Hello...are you there?
You’ve Been There Before!You’ve Been There Before!
Population Service Facility
Waiting Line
Waiting Line SystemWaiting Line System
Situation Arrivals Servers Service Process
Waiting Line ExamplesWaiting Line Examples
QueueQueue: Waiting line: Waiting line ArrivalArrival: 1 person, machine, part, : 1 person, machine, part,
etc. that arrives and demands etc. that arrives and demands
serviceservice Queue disciplineQueue discipline: Rules for : Rules for
determining the order that arrivals determining the order that arrivals
receive servicereceive service ChannelChannel: Number of servers: Number of servers PhasePhase: Number of steps in service: Number of steps in service
Waiting Line TerminologyWaiting Line Terminology
Behavior of the arrivalsBehavior of the arrivals• join the queue, and wait join the queue, and wait
until serveduntil served• No balking; refuse to join No balking; refuse to join
the linethe line• No reneging; leave the No reneging; leave the
lineline
Population Service FacilityWaiting Line
Pattern of arrivalsrandomscheduled
Arrival Characteristics of aArrival Characteristics of a Waiting Line System Waiting Line System
Input source Service
facilityWaiting
line
Service system
© 1995 Corel Corp.
Line was too long!
BalkingBalking
RenegingReneging
Input source Service
facilityWaiting
line
Service system
© 1995 Corel Corp.
I give up!
Line Characteristics of aLine Characteristics of a Waiting Line System - continued Waiting Line System - continued
Length of the Length of the queuequeue limitedlimited unlimitedunlimited
Service priorityService priority FIFOFIFO otherother
Population Service FacilityWaiting Line
Waiting Line ArrangementsWaiting Line ArrangementsService facilities
(a) Single line
Waiting Line ArrangementsWaiting Line ArrangementsService facilities
(a) Single line Service facilities
(b) Multiple lines
Waiting Line ArrangementsWaiting Line ArrangementsService facilities
(a) Single line Service facilities
(b) Multiple lines
Number of channels single multiple
Number of phases in service system single multiple
Service Facility Characteristics of aService Facility Characteristics of a Waiting Line System - continued Waiting Line System - continued
Population Service FacilityWaiting Line
Service Facility ArrangementsService Facility Arrangements
Service Facility ArrangementsService Facility Arrangements
Service facility
(a) Single channel, single phase
ArrivalsServed units
Service facility
Queue
Service system
Dock
Waiting ship lineShips at sea
Ship unloading system Empty ships
Single-Channel, Single-Phase SystemSingle-Channel, Single-Phase System
Service Facility ArrangementsService Facility Arrangements
(b) Single channel, multiple phase
Service facility 1
Service facility 2
Cars& food
Single-Channel, Multi-Phase SystemSingle-Channel, Multi-Phase System
ArrivalsServed units
Service facility
Queue
Service system
Pick-up
Waiting carsCars in area
McDonald’s drive-through
Pay
Service facility
Service Facility ArrangementsService Facility Arrangements
(c) Multiple channel, single phase
Service facility 1
Service facility 2
Arrivals
Served units
Service facilityQueue
Service system
Service facility
Example: Bank customers wait in single line for one of several tellers.
Multi-Channel, Single Phase SystemMulti-Channel, Single Phase System
Decision AreasDecision Areas
Arrival rates Number of service
channels Number of phases Service time Priority rule Line arrangement
Average queue length, Average queue length, LLqq
Average number in system, Average number in system, LLss
Average queue time, Average queue time, WWqq
Average time in system, Average time in system, WWss
System utilization, System utilization,
Performance MeasuresPerformance Measuresoror
Operating CharacteristicsOperating Characteristics
Simple (M/M/1)Simple (M/M/1)•Example: Information booth at mallExample: Information booth at mall
Multi-channel (M/M/S)Multi-channel (M/M/S)•Example: Airline ticket counterExample: Airline ticket counter
Types of Queuing ModelsTypes of Queuing Models
Constant Service (M/D/1)Example: Automated car wash
Limited PopulationExample: Department with only 7 drills
Type:Type: Single-channel, single- Single-channel, single-phase systemphase system
QueueQueue: Unlimited; single line: Unlimited; single line Queue disciplineQueue discipline: FIFO (FCFS): FIFO (FCFS) Service rate > arrival rateService rate > arrival rate
Simple (M/M/1) Model Simple (M/M/1) Model CharacteristicsCharacteristics
Queuing ModelsQueuing Models
- ‘lambda’- ‘lambda’• arrival arrival raterate of the customers of the customers
- ‘mu’- ‘mu’• service service raterate for a single server for a single server
• If the service time is 15 minutes per If the service time is 15 minutes per customer, what is the service rate??customer, what is the service rate??
Simple (M/M/1) Model EquationsSimple (M/M/1) Model Equations
sLAverage number of customers in the system
2
qLAverage number of customers in the queue
Simple (M/M/1) Model EquationsSimple (M/M/1) Model Equations
1sW
qW
Average time customers are in the system
Average time customers are in the queue
Simple (M/M/1) Model EquationsSimple (M/M/1) Model Equations
Utilization factor – percent of time that the single server is busy; also the probability that a customer will wait
Example: Video StoreExample: Video Store
The manager of a video store is The manager of a video store is interested in providing good service. interested in providing good service. On a Friday or Saturday night, on On a Friday or Saturday night, on average 30 customers per hour average 30 customers per hour arrive at the counter to check out a arrive at the counter to check out a video. The customers are served at video. The customers are served at an average rate of 35 customers per an average rate of 35 customers per hour from a single cash register.hour from a single cash register.
Example: Video StoreExample: Video Store
Determine the operating Determine the operating characteristics for the video store.characteristics for the video store.• Average number of customers in lineAverage number of customers in line• Average number of customers in the Average number of customers in the
systemsystem• Average wait time in lineAverage wait time in line• Average time in the systemAverage time in the system• Server utilizationServer utilization
Average number of customers in lineAverage number of customers in line
2
qL
Average number of customers in the systemAverage number of customers in the system
sL
Average wait time in lineAverage wait time in line
qW
Average time in the systemAverage time in the system
1sW
Server utilizationServer utilization
Example: Video StoreExample: Video Store
• What service rate would be What service rate would be required to have customers required to have customers average only 5 minutes in the average only 5 minutes in the system?system?
What service rate would be required to have What service rate would be required to have customers average only 5 minutes in the customers average only 5 minutes in the
system?system?
1sW
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Type:Type: Multichannel system Multichannel system Queue disciplineQueue discipline: FIFO : FIFO
(FCFS)(FCFS) Service rates > arrival Service rates > arrival
raterate
Multichannel (M/M/S) Model Multichannel (M/M/S) Model CharacteristicsCharacteristics
Multichannel M/M/S EquationsMultichannel M/M/S Equations
Probability of zero customers in the system:
Average number of customers in the system:
S
S
Sn
PSnS
n !
1
!
1
1
1
0
0
02!1P
SSL
S
s
Average number of customers waiting for service:
sq LL
Multichannel M/M/S EquationsMultichannel M/M/S Equations
Average time a person or unit spends in the queue
Average time a unit spends in the system:
s
S
s
LP
SSW
1
!102
q
sq
LWW
1
Example: Movie TheaterExample: Movie Theater
A multiplex movie theater has 3 A multiplex movie theater has 3 concession clerks serving customers on a concession clerks serving customers on a first come, first served basis. The service first come, first served basis. The service time per customer is exponentially time per customer is exponentially distributed with an average of 2 minutes distributed with an average of 2 minutes per customer. Concession customers per customer. Concession customers arrive at a rate of 81 customers per hour. arrive at a rate of 81 customers per hour. 10 minutes of previews run in the lobby. If 10 minutes of previews run in the lobby. If the average time in the concession area the average time in the concession area exceed 10 minutes, customers become exceed 10 minutes, customers become dissatisfied.dissatisfied.
Example: Movie theaterExample: Movie theater
What is the average number of customers in the concession area?
What is the average number of customers in the What is the average number of customers in the concession area?concession area?
GO TO EXCEL OM
Multiplex Movie TheaterMultiplex Movie Theater
The distribution is reducing the The distribution is reducing the length of the previews to 8 minutes. length of the previews to 8 minutes. How many servers will be required to How many servers will be required to so that the average wait is no longer so that the average wait is no longer than 8 minutes?than 8 minutes?
Total Cost per HoursTotal Cost per Hours Total cost per Hour= waiting cost + Total cost per Hour= waiting cost +
service costservice cost
TC = CTC = CwwLLss + KC + KCss
• CCww – cost of waiting per hour per customer – cost of waiting per hour per customer
• LLss – number of customers in the system – number of customers in the system
• K – number of serversK – number of servers
• CCss- service cost per hour per server- service cost per hour per server
Total Cost: Video StoreTotal Cost: Video Store Considering adding another cashier for Considering adding another cashier for
Friday and Saturday nights.Friday and Saturday nights.
Part-time cashier will cost $6.00 per Part-time cashier will cost $6.00 per
hourhour
Customers waiting time (cost of Customers waiting time (cost of
goodwill, etc) is $10.00 per hour.goodwill, etc) is $10.00 per hour.
Is it cost effective to hire the cashier?Is it cost effective to hire the cashier?
Total Cost: Video Store M/M/1Total Cost: Video Store M/M/1TC = CTC = CwwLLss + KC + KC
CCw w = $10/hour= $10/hour
LLss = 6 = 6
K = 1K = 1
CCS S = $6.00/hr = $6.00/hr
TC TC = 10(6) + = 10(6) + 1(6) 1(6)
= = $66/hour$66/hour
Total Cost: Video Store M/M/2Total Cost: Video Store M/M/2TC = CTC = CwwL + KCL + KC
CCw w = $10/hour= $10/hour
LLss = 1.05 = 1.05
K = 2K = 2
CCs s = $6.00/hr = $6.00/hr
TC TC = 10(1.05) = 10(1.05) + 2(6)+ 2(6)
= = $22.50/hr$22.50/hr
= Mean number of = Mean number of arrivals per time arrivals per time periodperiod• e.g., 3 units/houre.g., 3 units/hour
= Mean number of = Mean number of people or items people or items served per time periodserved per time period• e.g., 4 units/houre.g., 4 units/hour
1/1/ = 15 = 15 minutes/unitminutes/unit
Remember: Remember: & & Are Rates Are Rates
© 1984-1994 T/Maker Co.
If average service time is 15 minutes, then μ is 4 customers/hour
The Psychology of WaitingThe Psychology of Waiting
Maister’s (1985) Propositions of Maister’s (1985) Propositions of customer satisfaction in queuescustomer satisfaction in queues• Unoccupied time feels longer than Unoccupied time feels longer than
occupied timeoccupied time
• Pre-process wait feels longer than Pre-process wait feels longer than in-process waits.in-process waits.
• Anxiety makes waits feel longerAnxiety makes waits feel longer
The Psychology of WaitingThe Psychology of Waiting
• Uncertain waits seem longer than Uncertain waits seem longer than
certain waitscertain waits
• Unexplained waits seem longer Unexplained waits seem longer
than explained waitsthan explained waits
• Unfair waits seem longer than Unfair waits seem longer than
equitable waitsequitable waits
Psychology of WaitingPsychology of Waiting
•More valuable the service, the More valuable the service, the
longer people will wait.longer people will wait.
•Solo waiting feels longer than Solo waiting feels longer than
group waitinggroup waiting..