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Technical Note 7
Waiting Line
Management

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OBJECTIVES
 Waiting Line Characteristics
 Suggestions for Managing Queues

 Examples (Models 1, 2, 3, and 4)

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 4

Components of the Queuing System

Servicing System
Servers
Queue or
Customer Waiting Line
Arrivals Exit

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 5

Customer Service Population Sources

Population Source

Finite Infinite
Example:
Example:Number
Numberofof Example:
Example:The The
machines
machinesneeding
needing number
numberof ofpeople
people
repair
repairwhen
whenaa who
whocould
couldwait
waitin
in
company
companyonly
onlyhas
has aaline
linefor
for
three
threemachines.
machines. gasoline.
gasoline.

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Service Pattern

Service
Pattern

Constant Variable
Example:
Example:Items
Items Example:
Example:People
People
coming
comingdown
downan an spending
spendingtime
time
automated
automated shopping.
shopping.
assembly
assemblyline.
line.

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 7

The Queuing System

Length

Queuing Number of Lines &

Queue Discipline
System Line Structures

Service Time
Distribution

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 8

Examples of Line Structures

Single
Multiphase
Phase

One-person
Single Channel Car wash
barber shop

Bank tellers’ Hospital

Multichannel
windows admissions

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 9

Degree of Patience

No Way! No Way!

BALK RENEG

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Suggestions for Managing Queues

1. Determine an acceptable waiting

time for your customers
2. Try to divert your customer’s
attention when waiting
3. Inform your customers of what to
expect
4. Keep employees not serving the
customers out of sight
5. Segment customers
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 11

Suggestions for Managing Queues

(Continued)
6. Train your servers to be friendly
7. Encourage customers to come
during the slack periods
8. Take a long-term perspective
toward getting rid of the queues

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 12

Waiting Line Models

Source
Model Layout Population Service Pattern
1 Single channel Infinite Exponential
2 Single channel Infinite Constant
3 Multichannel Infinite Exponential
4 Single or Multi Finite Exponential

These four models share the following characteristics:

 Single phase
 Poisson arrival
 FCFS
 Unlimited queue length
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 13

Notation: Infinite Queuing: Models

 == Arrival
Arrivalrate
rate 1-3
 ==Service
Servicerate
rate
11
 Average
Average service
service time
time

11
 Average
Average time
time between
between arrivals
arrivals


 == == Ratio
Ratioof of total
totalarrival
arrivalrate
rate totosevice
sevicerate
rate

for
for aa single
singleserver
server
LqLq  Average
Average number
number wai waiting
tinginin line
line
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 Infinite Queuing Models 1-3
14

LLss == Average (Continued)

Average number
number in
in system
system
(including
(including those
those being
beingserved)
served)
Wq
Wq == Average
Average time
time waiting
waiting in in line
line
Ws  Average
Ws Average total
total time
timein in system
system
(including
(including time
time toto be
beserved)
served)
nn  Number
Number of of units
unitsinin the
thesystem
system
SS == Number
Number of of identical
identicalservice
servicechannels
channels
Pn  Probabilit
Pn Probabilityyofof exactly
exactly nn units
unitsin in system
system
Pw Probabilit
Pw Probabilityyof
of waiting
waiting in in line
line
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 15

Example: Model 1
Assume a drive-up window at a fast food restaurant.
Customers arrive at the rate of 25 per hour.
The employee can serve one customer every two
minutes.
Assume Poisson arrival and exponential service
rates.
Determine:
Determine:
A)
A) What
Whatisisthe
theaverage
averageutilization
utilizationofofthe
theemployee?
employee?
B)
B) What
Whatisisthe
theaverage
averagenumber
numberof ofcustomers
customersin inline?
line?
C)
C) What
Whatisisthe
theaverage
averagenumber
numberof ofcustomers
customersin inthe
the
system?
system?
D)
D) What
Whatisisthe
theaverage
averagewaiting
waitingtime
timein
inline?
line?
E)
E) What
Whatisisthe
theaverage
averagewaiting
waitingtime
timein
inthe
thesystem?
system?
F)
F) What
Whatis isthe
theprobability
probabilitythat
thatexactly
exactlytwo
twocars
carswill
willbe
be
in
inthe
thesystem?
system?
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 16

Example: Model 1

A) What is the average utilization of the

employee?

 == 25
25 cust
cust // hr
hr
11 customer
customer
 == == 30
30 cust
cust // hr
hr
22 mins (1hr / 60 mins)
mins (1hr / 60 mins)

 25
25 cust
cust // hr
hr = .8333
 == == = .8333
 30 cust /
30 cust / hrhr

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 17

Example: Model 1

B) What is the average number of customers in

line?
 22
(25)
(25)
22
Lq
Lq == == == 4.167
4.167
(( --)) 30(30
30(30--25)
25)
C) What is the average number of customers in the
system?
 25
25
Ls
Ls =
= =
= =
= 55
 --  (30
(30--25)
25)
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 18

Example: Model 1

D) What is the average waiting time in line?

Lq
Lq
Wq
Wq == == .1667
.1667 hrs
hrs == 10
10mins
mins

E) What is the average waiting time in the system?

Ls
Ls
Ws
Ws == ==.2
.2 hrs
hrs ==12
12mins
mins

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 19

Example: Model 1

F) What is the probability that exactly two cars

will be in the system (one being served and the
other waiting in line)?

  nn
pp =
= (1-
(1- )()( ))
nn
 
25
25 25 25 22
pp2 == (1-
(1- )()( )) == .1157
.1157
2 30
30 30 30
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 20

Example: Model 2
An automated pizza vending machine
heats and dispenses a slice of pizza in 4
minutes.

Customers arrive at a rate of one every 6

minutes with the arrival rate exhibiting a
Poisson distribution.
Determine:
Determine:

A)
A) The
The average
average number
number ofof customers
customers in in line.
line.
B)
B) The
The average
average total
total waiting
waiting time
time in
in the
the system.
system.

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 21

Example: Model 2

A) The average number of customers in line.

22 (10)
(10)
22
Lq =
Lq = =
= ==.6667
.6667
22(( --)) (2)(15)(15
(2)(15)(15--10)
10)
B) The average total waiting time in the system.
Lq
Lq ..6667
6667 = .06667 hrs = 4 mins
Wq =
Wq = =
= = .06667 hrs = 4 mins
 10
10
11 11
Ws
Ws==Wq
Wq++ ==.06667
.06667hrs
hrs++ ==.1333
.1333hrs
hrs==88mins
mins
 15/hr
15/hr
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 22

Example: Model 3
Recall the Model 1 example:
Drive-up window at a fast food restaurant.
Customers arrive at the rate of 25 per
hour.
The employee can serve one customer
every two minutes.
Assume Poisson arrival and exponential
service rates.
IfIf an
an identical
identical window
window (and
(and an
an identically
identically trained
trained
server)
server) were
were added,
added, what
what would
would thethe effects
effects be
be on
on
the
the average
average number
number of
of cars
cars in
in the
the system
system and
and the
the
total
total time
time customers
customers wait
wait before
before being
being served?
served?

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 23

Example: Model 3
Average number of cars in the system
Lq
Lq == 00..176
176
(Exhibit
(ExhibitTN7.11
TN7.11---using
-usinglinear
linearinterpolat
interpolation)
ion)
 25
25
Ls
Ls == Lq
Lq ++ ==.176
.176++ ==1.009
1.009
 30
30
Total time customers wait before being served
Lq
Lq .176
.176customers
customers = .007 mins ( No Wait! )
Wq =
Wq = =
= = .007 mins ( No Wait! )
 25 customers/min
25 customers/min

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 24

Notation: Finite Queuing: Model 4

DD == Probabilit
Probabilityy that
that an
an arrival
arrivalmust
must wait
wait in
in line
line
FF  Efficiency
Efficiency factor,
factor, aa measure
measureof of the
theeffect
effect ofof
having
having to
to wait
wait inin line
line
HH Average
Average number
number of of units
units being
beingserved
served
JJ == Population
Population source
sourcelessless those
thosein in queuing
queuing
system
system((NN --nn))
LL  Average
Average number
number of of units
unitsinin line
line
SS  Number
Number of of service
servicechannels
channels
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 25

Finite Queuing: Model 4

nn==Average (Continued)
Averagenumber
numberof
of units
unitsin
inqueuing
queuingsystem
system
(including
(includingthe
theone
onebeing
beingserved)
served)
NN  Number
Numberof of units
unitsin
in population
populationsource
source
Pn Probabilit
Pn Probabilityyof
of exactly
exactlynnunits
unitsin
inqueuing
queuingsystem
system
TT ==Average
Averagetime
timeto
toperform
performthe
theservice
service
U  Average
U Averagetime
timebetween
betweencustomer
customerservice
servicerequiremen
requirementsts
W  Average
W Averagewaiting
waiting time
timein
inline
line
XX Service
Servicefactor,
factor,or
orproportion
proportionof
of service
servicetime
timerequired
required

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 26

Example: Model 4

The
The copy
copy center
center of
of an
an electronics
electronics firm
firm has
has four
four copy
copy
machines
machines that
that are
are all
all serviced
serviced by
by aa single
single technician.
technician.

Every
Every two
two hours,
hours, on
on average,
average, the
the machines
machines require
require
adjustment.
adjustment. The
The technician
technician spends
spends an
an average
average of of 10
10
minutes
minutes per
per machine
machine when
when adjustment
adjustment isis required.
required.

Assuming
Assuming Poisson
Poisson arrivals
arrivals and
and exponential
exponential service,
service,
how
how many
many machines
machines are
are “down”
“down” (on
(on average)?
average)?

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 27

Example: Model 4
N, the number of machines in the population = 4
M, the number of repair people = 1
T, the time required to service a machine = 10 minutes
U, the average time between service = 2 hours
TT 10
10 min
min
X 
X = T + U  10 min + 120 min == .077
= .077
T+ U 10 min + 120 min
From
FromTable
TableTN7.11,
TN7.11,FF==.980
.980(Interpolation)
(Interpolation)
L,
L,the
thenumber
numberofofmachines
machineswaiting
waitingtotobe
be
serviced
serviced==N(1-F)
N(1-F)==4(1-.980)
4(1-.980)==.08
.08machines
machines

H,
H,the
thenumber
numberof
ofmachines
machinesbeing
being
serviced
serviced==FNX
FNX==.980(4)(.077)
.980(4)(.077)==.302
.302machines
machines
Number
Number of
of machines
machines down
down == LL ++ H
H == .382
.382 machines
machines
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 28

Queuing Approximation
 This approximation is quick way to analyze a queuing situation. Now, both
interarrival time and service time distributions are allowed to be general.
 In general, average performance measures (waiting time in queue, number
in queue, etc) can be very well approximated by mean and variance of the
distribution (distribution shape not very important).
 This is very good news for managers: all you need is mean and standard
deviation, to compute average waiting time

Define:
Standard deviation of X
Cx  coefficient of variation for r.v. X =
Mean of X
Variance
Cx2  squared coefficient of variation (scv) =  C x  
2

mean2

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 29

Queue Approximation

Inputs: S, , , Ca2 ,Cs2

(Alternatively: S, , , variances of interarrival and service time distributions)


Compute  
S

 2( S 1) Ca2  Cs2 Lq

Lq   Ls
1  2 as before, Wq  , and Ws 
 

Ls  Lq  S 

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 30

Approximation Example
 Consider a manufacturing process (for example making
plastic parts) consisting of a single stage with five machines.
Processing times have a mean of 5.4 days and standard
deviation of 4 days. The firm operates make-to-order.
Management has collected data on customer orders, and
verified that the time between orders has a mean of 1.2 days
and variance of 0.72 days. What is the average time that an
order waits before being worked on?

Using our “Waiting Line Approximation” spreadsheet we get:

Lq = 3.154 Expected number of orders waiting to be completed.
Wq = 3.78 Expected number of days order waits.
Ρ = 0.9 Expected machine utilization.

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 31

Question Bowl
The central problem for virtually all queuing
problems is which of the following?
a. Balancing labor costs and equipment costs
b. Balancing costs of providing service with the
costs of waiting
c. Minimizing all service costs in the use of
equipment
d. All of the above
e. None of the above
Answer: b. Balancing
costs of providing
service with the costs
of waiting

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 32

Question Bowl
Customer Arrival “populations” in a
queuing system can be
characterized by which of the
following?
a. Poisson
b. Finite
c. Patient
d. FCFS
e. None of the above
Answer: b. Finite

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 33

Question Bowl
Customer Arrival “rates” in a queuing
system can be characterized by which
of the following?
a. Constant
b. Infinite
c. Finite
d. All of the above
e. None of the above

Answer: a. Constant

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 34

Question Bowl
An example of a “queue discipline” in a
queuing system is which of the
following?
a. Single channel, multiphase
b. Single channel, single phase
c. Multichannel, single phase
d. Multichannel, multiphase
e. None of the above
Answer: e. None of the above (These are the rules for
determining the order of service to customers, which
include FCFS, reservation first, highest-profit customer
first, etc.)

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 35

Question Bowl
Withdrawing funds from an automated
teller machine is an example in a
queuing system of which of the
following “line structures”?
a. Single channel, multiphase
b. Single channel, single phase
c. Multichannel, single phase
d. Multichannel, multiphase
e. None of the above

Answer: b. Single channel, single phase

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 36

Question Bowl
Refer to Model 1 in the textbook. If
the service rate is 15 per hour,
what is the “average service time”
for this queuing situation?
a. 16.00 minutes
b. 0.6667 hours
c. 0.0667 hours
d. 16% of an hour
e. Can not be computed from data
above
Answer: c. 0.0667 hours (1/15=0.0667)

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 37

Question Bowl
Refer to Model 1 in the textbook. If the
arrival rate is 15 per hour, what is the
“average time between arrivals” for this
queuing situation?
a. 16.00 minutes
b. 0.6667 hours
c. 0.0667 hours
d. 16% of an hour
e. Can not be computed from data above

Answer: c. 0.0667 hours (1/15=0.0667)

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 38

Question Bowl
Refer to Model 4 in the textbook. If the
“average time to perform a service” is 10
minutes and the “average time between
customer service requirements” is 2
minutes, which of the following is the
“service factor” for this queuing
situation?
a. 0.833
b. 0.800
c. 0.750
d. 0.500
e. None of the above

Answer: a. 0.833 (10/(10+2)=0.833)

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 39

End of Technical
Note 7

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