MGCR 472 Chapter Notes - Chapter 18: Poisson Distribution, Probability Distribution, Queueing Theory
5 Dec 2017
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18 service capacity planning & waiting lines. Waiting lines: a common phenomena in service systems is waiting. In the bank, in the resto, during check-out in the supermarket, during flight check-in etc. phenomena almost all the time: The waiting (cid:498)customers(cid:499) need not always be people: Jobs waiting to be processed, employees waiting for the resources, trucks waiting to be loaded, airplanes waiting to land, internet requests waiting to be connected etc. The time customer spends waiting for service is a major determinant of quality. Is there a cost of waiting: quantifiable costs: When the customers are internal (e. g. employees waiting for making copies), salaries paid to the employees. Cost of the space of waiting (e. g. patient waiting room) Loss of social welfare (e. g. patients waiting for hospital beds) Waiting lines can be reduced by increasing capacity: Economic analysis can be done using either bea or npv. Finite source: # of potential customers is limited.
