18 1 Waiting Lines CHAPTER 18 Waiting Lines
- Slides: 21
18 -1 Waiting Lines CHAPTER 18 Waiting Lines
18 -2 Waiting Lines Disney 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 · 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 Implications of 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 ·
18 -5 Waiting Lines Queuing Analysis Figure 18. 1 Cost Total cost = Customer waiting cost + Total cost Capacity cost Cost of service capacity Cost of customers waiting Service capacity Optimum
18 -6 Waiting Lines System 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 System Figure 18. 2 Processing order Arrivals Waiting line Service System Exit
18 -8 Waiting Lines Queuing Systems Figure 18. 3 Multiple channel Channel: A server in a service system Multiple phase
18 -9 Waiting Lines Figure 18. 4 Poisson Distribution
18 -10 Waiting Lines Waiting line Models · Patient · · Reneging · · Waiting customers grow impatient and leave the line Jockeying · · Customers enter the waiting line and remain until served 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. Utilization Average number on time waiting in line Figure 18. 6 0 System Utilization 100%
18 -12 Waiting Lines System Performance Measured by: 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
18 -13 Waiting Lines Queuing Models: Infinite-Source 1. 2. 3. 4. Single channel, exponential service time Single channel, constant service time Multiple channel, exponential service time Multiple priority service, exponential service time
18 -14 Waiting Lines Priority Model Processing order 1 3 Arrivals are assigned a priority as they arrive 2 1 1 Waiting line Service System Exit
18 -15 Waiting Lines Finite-Source Formulas Table 18. 6 Service factor Average number waiting Average waiting time Average number running Average number being served Number in population
18 -16 Waiting Lines Finite-Source Queuing Not waiting or being served Waiting Being served J L H U W T
18 -17 Waiting Lines · · Other 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 Queuing QAP 9 Managing Queues by Business Rules
18 -19 Waiting Lines Waiting Line Management DWL 5 Disney Fast Pass Results/Distributing Queues
18 -20 Waiting Lines Pilot Queue System DWL 6 Fast Pass at Disney’s Animal Kingdom—Statistics
18 -21 Waiting Lines Other Queue Perception Improvers DWL 7 Disney World—Traditional Queue Improvement Methods
Strategies for managing waiting lines
Managing waiting lines
Managing waiting lines
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