18-1Waiting Lines CHAPTER 18 Waiting Lines. 18-2Waiting Lines Disney World Waiting in lines does...
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Transcript of 18-1Waiting Lines CHAPTER 18 Waiting Lines. 18-2Waiting Lines Disney World Waiting in lines does...
18-1 Waiting Lines
CHAPTER18
Waiting Lines
18-2 Waiting Lines
Disney WorldDisney World
Waiting in lines does not add enjoyment
Waiting in lines does not generate revenue
Waiting lines are non-value added occurrences
18-3 Waiting Lines
Waiting LinesWaiting Lines
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 are non-value added occurrences
18-4 Waiting Lines
Cost to provide waiting space Loss of business
Customers leaving Customers refusing to wait
Loss of goodwill Reduction in customer satisfaction Congestion may disrupt other business
operations
Implications of Waiting LinesImplications of Waiting Lines
18-5 Waiting Lines
Queuing AnalysisQueuing Analysis
Optimum
Cost of service capacity
Cost of service capacity
Cost of customerswaiting
Cost of customerswaiting
Total costTotal cost
Co
st
Service capacity
Totalcost
Customerwaiting cost
Capacitycost= +
Figure 18.1
18-6 Waiting Lines
System CharacteristicsSystem Characteristics
Population Source
Infinite source: customer arrivals are unrestricted
Finite source: number of potential customers is limited
Number of observers (channels)
Arrival and service patterns
Queue discipline (order of service)
18-7 Waiting Lines
Elements of Queuing SystemElements of Queuing System
Arrivals ServiceWaitingline
Exit
Processingorder
System
Figure 18.2
18-8 Waiting Lines
Queuing SystemsQueuing Systems
Multiple channel
Multiple phase
Figure 18.3
Channel: A server in a service system
18-9 Waiting Lines
Poisson DistributionPoisson Distribution
0
0.05
0.1
0.15
0.2
0.25
0 1 2 3 4 5 6 7 8 9 10 11 12
Figure 18.4
18-10 Waiting Lines
Waiting line ModelsWaiting line Models
Patient Customers enter the waiting line and remain until
served Reneging
Waiting customers grow impatient and leave the line Jockeying
Customers may switch to another line Balking
Upon arriving, decide the line is too long and decide not to enter the line
18-11 Waiting Lines
Waiting Time vs. UtilizationWaiting Time vs. Utilization
System Utilization
Av
era
ge
nu
mb
er o
n
tim
e w
ait
ing
in li
ne
0 100%
Figure 18.6
18-12 Waiting Lines
System PerformanceSystem Performance
1. Average number of customers waiting
2. Average time customers wait
3. System utilization
4. Implied cost
5. Probability that an arrival will have to wait
Measured by:
18-13 Waiting Lines
1. Single channel, exponential service time
2. Single channel, constant service time
3. Multiple channel, exponential service time
4. Multiple priority service, exponential service time
Queuing Models: Infinite-SourceQueuing Models: Infinite-Source
18-14 Waiting Lines
Priority ModelPriority Model
Arrivals ServiceWaitingline
Exit
Processingorder
System
11231
Arrivals are assigneda priority as they arrive
18-15 Waiting Lines
Finite-Source FormulasFinite-Source Formulas
XT
T UL N F
WL T U
N L
T F
XFJ NF X
H FNX
N J L H
(1 )
( ) (1 )
(1 )
Average number being served
Service factor
Average number waiting
Average waiting time
Average number running
Number in population
Table 18.6
18-16 Waiting Lines
Finite-Source QueuingFinite-Source Queuing
Not waiting or being served
WaitingBeingserved
J L H
U W T
FJ H
J L H
18-17 Waiting Lines
Other ApproachesOther Approaches
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
18-18 Waiting Lines
QueuingQueuing
QAP9Managing Queues by Business Rules
18-19 Waiting Lines
Waiting Line ManagementWaiting Line Management
DWL5Disney Fast Pass Results/Distributing Queues
18-20 Waiting Lines
Pilot Queue SystemPilot Queue System
DWL6Fast Pass at Disney’s Animal Kingdom—Statistics
18-21 Waiting Lines
Other Queue Perception ImproversOther Queue Perception Improvers
DWL7Disney World—Traditional Queue Improvement Methods
