Queuing Models Lecture Presentation

Operations
Management
Module D
Waiting-Line Models
PowerPoint presentation to accompany
Heizer/Render
Principles of Operations Management, 7e
Operations Management, 9e
2008 Prentice Hall, Inc.
D1
Outline
Characteristics of a Waiting-Line
System
Arrival Characteristics
Waiting-Line Characteristics
Service Characteristics
Measuring a Queues Performance
Queuing Costs
D2
Outline Continued
The Variety of Queuing Models
Model A(M/M/1): Single-Channel
Queuing Model with Poisson Arrivals
and Exponential Service Times
Model B(M/M/S): Multiple-Channel
Queuing Model
Model C(M/D/1): Constant-Service-Time
Model
Model D: Limited-Population Model
D3
Outline Continued
Other Queuing Approaches
D4
Learning Objectives
When you complete this module you
should be able to:
1. Describe the characteristics of
arrivals, waiting lines, and service
systems
2. Apply the single-channel queuing
model equations
3. Conduct a cost analysis for a
waiting line
D5
Learning Objectives
When you complete this module you
should be able to:
4. Apply the multiple-channel
queuing model formulas
5. Apply the constant-service-time
model equations
6. Perform a limited-population
model analysis
D6
Waiting Lines
Often called queuing theory
Waiting lines are common situations
Useful in both
manufacturing
and service
areas
D7
Common Queuing
Situations
Situation
Arrivals in Queue
Service Process
Supermarket
Grocery shoppers
Checkout clerks at cash

register
Highway toll booth
Automobiles
Collection of tolls at booth
Doctors office
Patients
Treatment by doctors and

nurses
Computer system
Programs to be run
Computer processes jobs
Telephone company Callers
Switching equipment to
forward calls
Bank
Customer
Transactions handled by teller
Machine
maintenance
Broken machines
Repair people fix machines
Harbor
Ships and barges
Dock workers load and unload
Table D.1
D8
Characteristics of WaitingLine Systems

1. Arrivals or inputs to the system
Population size, behavior, statistical
distribution
2. Queue discipline, or the waiting line

itself
Limited or unlimited in length, discipline
of people or items in it
3. The service facility

Design, statistical distribution of service
times
D9
1. Size of the population
Unlimited (infinite) or limited (finite)
2. Pattern of arrivals
Scheduled or random, often a Poisson
distribution
3. Behavior of arrivals
Wait in the queue and do not switch
lines
No balking or reneging
D 10
Parts of a Waiting Line

Population of
dirty cars
Arrivals
from the
general
population
Queue
(waiting line)
Service
facility
Daves
Car Wash
Enter
Arrivals to the system
Size of the population
Behavior of arrivals
Statistical distribution
of arrivals
Exit the system
In the system
Waiting Line
Characteristics
Limited vs.
unlimited
Queue discipline
Exit
Exit the system
Service design
Statistical distribution
of service
Figure D.1
D 11
Poisson Distribution
e- x
P(x) =
x!
where
for x = 0, 1, 2, 3, 4,
P(x)
=
probability of x
arrivals
x =
number of arrivals per
unit of time
=
average arrival rate
e =
2.7183 (which is the base
of the natural logarithms)
D 12
Poisson Distribution
0.25
0.25
0.02
0.02
Probability
Probability
e- x
Probability = P(x) =
x!
0.15
0.10
0.15
0.10
0.05
0.05
0 1 2 3 4 5 6 7 8 9
Figure D.2
Distribution for = 2
0 1 2 3 4 5 6 7 8 9 10 11 x
Distribution for = 4
D 13
Waiting-Line Characteristics
Limited or unlimited queue length
Queue discipline - first-in, first-out
(FIFO) is most common
Other priority rules may be used in
special circumstances
D 14
Queuing system designs
Single-channel system, multiplechannel system
Single-phase system, multiphase
system
Service time distribution

Constant service time
Random service times, usually a
negative exponential distribution
D 15
Queuing System Designs

A family dentists office
Queue
Service
facility
Arrivals
Departures
after service
Single-channel, single-phase system

A McDonalds dual window drive-through
Queue
Arrivals
Phase 1
service
facility
Phase 2
service
facility
Departures
after service
Single-channel, multiphase system

Figure D.3
D 16

Most bank and post office service windows
Queue
Arrivals
Service
facility
Channel 1
Service
facility
Channel 2
Departures
after service
Service
facility
Channel 3
Multi-channel, single-phase system

Figure D.3
D 17

Some college registrations
Queue
Arrivals
Phase 1
service
facility
Channel 1
Phase 2
service
facility
Channel 1
Phase 1
service
facility
Channel 2
Phase 2
service
facility
Channel 2
Departures
after service
Multi-channel, multiphase system

Figure D.3
D 18
Negative Exponential
Distribution
Probability that service time 1
-t for t 1
Probability that service time is greater than t = e-t
1.0
0.9
0.8
0.7
= Average service rate

e = 2.7183
Average service rate () = 3 customers per hour
Average service time = 20 minutes per customer
0.6
0.5
0.4
0.3
0.2
Average service rate () =

1 customer per hour
0.1
|
|
|
|
|
|
|
|
|
|
|
|
0.0 |
0.00 0.25 0.50 0.75 1.00 1.25 1.50 1.75 2.00 2.25 2.50 2.75 3.00
Figure D.4
Time t (hours)
D 19
Measuring Queue
Performance
1. Average time that each customer or object
spends in the queue
2. Average queue length
3. Average time each customer spends in the
system
4. Average number of customers in the system
5. Probability that the service facility will be idle
6. Utilization factor for the system
7. Probability of a specific number of customers
in the system
D 20
Queuing Costs
Cost
Minimum
Total
cost
Total expected cost

Cost of providing service
Cost of waiting time
Low level
of service
Optimal
service level
High level
of service
Figure D.5
D 21
Queuing Models
The four queuing models here all assume:
Poisson distribution arrivals
FIFO discipline
A single-service phase
D 22
Queuing Models
Model
Name
Single-channel
system
(M/M/1)
Number
of
Channels
Single
Number
of
Phases
Single
Example
Information counter
at department store
Arrival
Rate
Pattern
Poisson
Service
Time
Population Queue
Pattern
Size
Discipline
Exponential Unlimited
FIFO
Table D.2
D 23
Queuing Models
Model
Name
Multichannel
(M/M/S)
Number
of
Channels
Multichannel
Number
of
Phases
Single
Example
Airline ticket
counter
Arrival
Rate
Pattern
Poisson
Service
Time
Population Queue
Pattern
Size
Discipline
Exponential Unlimited
FIFO
Table D.2
D 24
Queuing Models
Model
Name
Constantservice
(M/D/1)
Number
of
Channels
Single
Number
of
Phases
Single
Example
Automated car
wash
Arrival
Rate
Pattern
Poisson
Service
Time
Pattern
Constant
Population Queue
Size
Discipline
Unlimited
FIFO
Table D.2
D 25
Queuing Models
Model
Name
Limited
population
(finite population)
Number
of
Channels
Single
Number
of
Phases
Single
Example
Shop with only a
dozen machines
that might break
Arrival
Rate
Pattern
Poisson
Service
Time
Population Queue
Pattern
Size
Discipline
Exponential Limited
FIFO
Table D.2
D 26
Model A Single-Channel
1. Arrivals are served on a FIFO basis and
every arrival waits to be served
regardless of the length of the queue
2. Arrivals are independent of preceding
arrivals but the average number of
arrivals does not change over time
3. Arrivals are described by a Poisson
probability distribution and come from
an infinite population
D 27
4. Service times vary from one customer
to the next and are independent of one
another, but their average rate is
known
5. Service times occur according to the
negative exponential distribution
6. The service rate is faster than the
arrival rate
D 28
=
Mean number of arrivals per time
period
=
Mean number of units served per
time period
Ls =
Average number of units
(customers)
in the system (waiting and being
served)
=
1
W
s =
Average time a unit spends in the
system (waiting time plus service time)
Table D.3
=
D 29
Lq
=
Average number of units waiting
in the queue
2
( = )
Wq =
Average time a unit spends
waiting in the queue
( = )
p
=
=
Utilization factor for the system

Table D.3
D 30
P0 =
Probability of 0 units in the
system (that is, the service unit is idle)
=
1
Pn > k
= Probability of more than k units in the

system, where n is the number of units in
the system
k+1
=
Table D.3
D 31
Single-Channel Example
2
3-2
1
3-2
2
( )
= 2 cars arriving/hour
= 3 cars serviced/hour
Ls
=
=
= 2 cars
in the system on average
Ws
=
=
= 1
22 hour average waiting time in
3(3 - 2) the system
Lq
=
=
1.33 cars waiting in line
=
D 32
( )
2
3(3 - 2)
= 2 cars arriving/hour
= 3 cars serviced/hour
Wq
=
=
= 2/3 hour = 40 minute
average waiting time
p = / = 2/3 = 66.6%
is busy
P0 = 1 of
- time=mechanic
.33 probability
there are 0 cars in the system
D 33
Probability of more than k Cars in the System
k
Pn > k = (2/3)k + 1
.667
P0 = 1 - .33
1
2
3
.444
.296
.198
Implies that there is a 19.8%
chance that more than 3 cars are in the
system
.132
.088
.058
4
5
6
Note that this is equal to 1 -
D 34
Single-Channel Economics
Customer dissatisfaction
and lost goodwill
Wq
Total arrivals
Mechanics salary
Total hours
customers spend
waiting per day
= $10 per hour

= 2/3 hour
= 16 per day
= $56 per day
2
2
(16) = 10
hours
3
3
Customer waiting-time cost = $10 10
2
3
= $106.67
Total expected costs = $106.67 + $56 = $162.67

D 35
Multi-Channel Model
M
=
number of channels
open
=
average arrival rate
=
average service rate at
1
each
channel
P0 = M 1
for M >
n
M
M
1
1
+
n!
M! M -
n=0
( /)
Ls =
P +
2 0
(M - 1)!(M - )
Table D.4
D 36
Multi-Channel Model
Ls
1
Ws =
P +
=
2 0
(M - 1)!(M - )
M
( /)
Lq = Ls
Lq
1
Wq = Ws
=
Table D.4
D 37
Multi-Channel Example
= 2
P0 =
n=0
Ws =
3/4
M = 2
Ls =
= 3
1
n!
2
3
(2)(3(2/3)2
1! 2(3) - 2
3
=
8
1
+
2!
1
2
2
+ 3
2
3
=
2(3)
1
2
2(3) - 2
3
4
1
2
3
Lq =
=
12
3
4
Wq =
.083
2
= .0415
D 38
Multi-Channel Example
Single Channel
Two Channels
P0
.33
.5
Ls
2 cars
.75 cars
Ws
60 minutes
22.5 minutes
Lq
1.33 cars
.083 cars
Wq
40 minutes
2.5 minutes
D 39
Waiting Line Tables

Poisson Arrivals, Exponential Service Times
Number of Service Channels, M
.10
.0111
.25
.0833
.0039
.50
.5000
.0333
.0030
.75
2.2500
.1227
.0147
1.0
.3333
.0454
.0067
1.6
2.8444
.3128
.0604
.0121
2.0
.8888
.1739
.0398
2.6
4.9322
.6581
.1609
1.5282
.3541
3.0
4.0
2.2164
Table D.5
D 40
Waiting Line Table Example

Bank tellers and customers
= 18, = 20
Utilization factor = / = .90
Lq
Wq =
From Table D.5

Number of
service windows
1 window
M
1
Number
in queue
8.1
Time in queue
.45 hrs, 27 minutes
2 windows
.2285
.0127 hrs, minute
3 windows
.03
.0017 hrs, 6 seconds
4 windows
.0041
.0003 hrs, 1 second
D 41
Constant-Service Model
Average length
of queue
Lq =
2( )
Average waiting time

in queue
Wq =
Average number of
customers in system
Ls = Lq +
Average time
in the system
2( )
Ws = Wq +
Table D.6
D 42
Constant-Service Example
Trucks currently wait 15 minutes on average
Truck and driver cost $60 per hour
Automated compactor service rate () = 12 trucks per hour
Arrival rate ( ) = 8 per hour
Compactor costs $3 per truck
Current waiting cost per trip = (1/4 hr)($60) = $15 /trip
1
8
Wq =
=
hour
12
2(12)(12 8)
Waiting cost/trip = (1/12 hr wait)($60/hr cost)
with compactor
Savings with
= $15 (current) $5(new)
new equipment /trip
Cost of new equipment amortized
Net savings
= $ 5 /trip
= $10
= $ 3 /trip
= $ 7 /trip
D 43
Limited-Population Model
T
Service factor: X =
T+U
Average number running: J = NF(1 - X)
Average number waiting: L = N(1 - F)
Average number being serviced: H = FNX
T(1 - F)
Average waiting time: W =
XF
Number of population: N = J + L + H
Table D.7
D 44
Limited-Population Model
D = Probability that a unit
will havefactor:
to wait inX =
Service
queue
N = Number of potential
T
customers
T+U
F = Average
Efficiencynumber
factor
T = JAverage
service
running:
= NF(1
- X) time
H = Average
Average number
of waiting:
units U =LAverage
number
= N(1 time
- F) between
being served
unit service
requirements
Average number being serviced:
H = FNX
T(1 - Ftime
) a unit
J = Average number of units W = Average
Average
waiting
not in queue
or in time: W = waitsXF
in line
service bay
of population:
N= =Service
J+L+
H
L = Number
Average number
of units X
factor
waiting for service
M = Number of service
channels
D 45
Finite Queuing Table

X
.012
.048
.999
.025
.100
.997
.050
.198
.989
.060
.020
.999
.237
.983
.027
.999
.275
.977
.035
.998
.313
.969
.044
.998
.350
.960
.054
.997
.070
.080
.090
Table D.8
.100
D 46
Limited-Population Example
Each of 5 printers requires repair after 20 hours (U) of use
One technician can service a printer in 2 hours (T)
Printer downtime costs $120/hour
Technician costs $25/hour
2
Service factor: X =
= .091 (close to .090)
2 + 20
For M = 1, D = .350 and F = .960
For M = 2, D = .044 and F = .998
Average number of printers working:
For M = 1, J = (5)(.960)(1 - .091) = 4.36
For M = 2, J = (5)(.998)(1 - .091) = 4.54
D 47
Limited-Population Example
Average
Average
Numberrequire Cost/Hr
for 20 Cost/Hr
Each of 5 printers
repair after
hours (for
U) of use
Number
Printers
Total
One of
technician
can serviceDowntime
a printer in 2Technicians
hours (T)
Technicians
Down (N - J)
(N - J)$120
($25/hr)
Cost/Hr
Printer downtime costs $120/hour

1
.64 $25/hour $76.80
Technician
costs
$25.00
$101.80
2 $55.20
$50.00to .090)
$105.20
=
= .091 (close
2 + 20
For M = 1, D = .350 and F = .960
2
.46 X
Service
factor:
For M = 2, D = .044 and F = .998

Average number of printers working:
For M = 1, J = (5)(.960)(1 - .091) = 4.36
For M = 2, J = (5)(.998)(1 - .091) = 4.54
D 48
Other Queuing Approaches

The single-phase models cover many
queuing situations
Variations of the four single-phase
systems are possible
Multiphase models
exist for more
complex situations
D 49
Demonstrative Problem
D 50
D 51
D 52
D 53
D 54
D 55
D 56
D 57
D 58
D 59

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Operations

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

Checkout clerks at cash

Highway toll booth

Collection of tolls at booth

Treatment by doctors and

Computer processes jobs

Telephone company Callers

Transactions handled by teller

Repair people fix machines

Ships and barges

Dock workers load and unload

2008 Prentice Hall, Inc.

Characteristics of WaitingLine Systems

2. Queue discipline, or the waiting line

3. The service facility

Parts of a Waiting Line

Arrivals to the system

Exit the system

Exit the system

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

Service time distribution

Queuing System Designs

Single-channel, single-phase system

Single-channel, multiphase system

Queuing System Designs

Multi-channel, single-phase system

Queuing System Designs

Multi-channel, multiphase system

= Average service rate

Average service rate () =

Total expected cost

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

Utilization factor for the system

= Probability of more than k units in the

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

Note that this is equal to 1 -

= $10 per hour

Customer waiting-time cost = $10 10

Total expected costs = $106.67 + $56 = $162.67

2008 Prentice Hall, Inc.

2008 Prentice Hall, Inc.

Waiting Line Tables

2008 Prentice Hall, Inc.

Waiting Line Table Example

From Table D.5

.0127 hrs, minute

.0017 hrs, 6 seconds

.0003 hrs, 1 second

2008 Prentice Hall, Inc.

Average waiting time

2008 Prentice Hall, Inc.