Managing Waiting Lines

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Presentation transcript:

Managing Waiting Lines Chapter 13

Queuing Systems A queue is a line of waiting customers who require service Physical waiting lines Phone waiting lines

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service Calling Population – the group from which service organizations obtain customers. This population may consist of several subpopulations (i.e., walk-in patients, appointments, emergency patients)

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service Arrival Process – How the service organization handles customers who arrive. If servers are idle, they are attended to immediately, otherwise, they go into a queue. Managers may collect data such as times of arrival and times between arrivals.

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service Balk – If a customer cannot be served immediately, he/she may complain and seek service elsewhere.

Essential Features of Queuing Systems Departure Queue discipline Arrival process Configuration Service Renege Balk Calling population No future need for service Queue Configuration – refers to the number of queues, their locations, their spatial requirements, and their effects on customer behavior.

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service Renege – after joining the queue, the customer may find the wait to be intolerable and so they leave before the service is rendered.

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service Queue Discipline – the policy established by management to select the next customer from the queue for service (i.e., First Come First Serve – FCFS)

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service Service Process – the process for delivering the service. Includes the distribution of service times, arrangement of servers, management policies, and server behavior.

Essential Features of Queuing Systems Departure Queue discipline Arrival process configuration Service Renege Balk Calling population No future need for service Departure – Once the customer completes the service process, he/she goes back into the calling population for future visits or leaves the system because there is no need for future service.