Elements of Queuing System

1. Processing order Arrivals Waiting line Service Exit System Elements of Queuing System

2. Fantasy Kingdom Waiting in lines does not add enjoyment Waiting in lines does not generate revenue Waiting lines are non-value added occurrences

3. Why is there waiting? Queuing theory Mathematical approach to the analysis of waiting lines. Goal of queuing analysis is to minimize the sum of two costs Customer waiting costs Service capacity costs Waiting Lines

4. Cost to provide waiting space Loss of business Customers leaving Customers refusing to wait Loss of goodwill Quality! Reduction in customer satisfaction Congestion may disrupt other business operations Implications of Waiting Lines

5. Queuing Analysis- balancing Total Cost = Customer waiting cost + Capacity cost Total cost Cost of service capacity Cost Cost of customers waiting Optimum Service capacity

6. Population Source Infinite source: customer arrivals are unrestricted Finite source: number of potential customers is limited Number of servers (channels) Arrival and service patterns Variability Arrival/service rate ~ Poisson distribution Inter-arrival/service time ~ negative exponential Queue discipline (order of service) System Characteristics

7. Multiple channel and Multiple phase Queuing Systems

8. Poisson Distribution

9. Waiting line Models

10. Average number on time waiting in line 0 100% System Utilization Waiting Time vs. Utilization Example 1

11. Single channel, exponential service time Single channel, constant service time Multiple channel, exponential service time Multiple priority service, exponential service time Queuing Models: Infinite-Source

12. Processing order 1 3 2 1 1 Arrivals Waiting line Service Exit Arrivals are assigned a priority as they arrive System Priority Model

13. Service factor Average number waiting Average waiting time Average number running Average number being served Number in population Finite-Source Formulas Table 18.6

14. Not waiting or being served Being served Waiting J L H U W T Finite-Source Queuing

15. Reduce perceived waiting time Magazines in waiting rooms Radio/television In-flight movies Filling out forms Derive benefits from waiting Place impulse items near checkout Advertise other goods/services Other Approaches