Waiting line management operation management

operation management waiting line

1. Waiting Line Management R JAYASURIYA 2023501013 Presented by ABM 506 PRODUCTION & OPERATION MANAGEMENT (1+1)

2. The Queuing theory was invented by Agner Krarup Erlang , a Danish mathematician, statistian and engineer is credited with creating not only the queuing theory but the entire field of telephone traffic engineering History

3. The W aiting line or queue management is a critical part of service industry . It deals with issue of treatment of customers in sense reduce wait time and improvement of service. Queue management deals with cases where the customer arrival is random; therefore, service rendered to them is also random Understanding waiting line or queues and learning how to manage them is one of the most important areas in operations management. INTRODUCTION

4. 4 Telecommunications Transportation Logistics Finance Emergency services Computing Industrial engineering Project management Operation research Applications of Waiting Line

5. Components Of a Quening system

6. 6 CUSTOMER ARRIVALS Population Source Finite Infinite Considers a fixed or limited size of customers visiting the service counter. It also assumes that customer once served will leave the line thus reducing overall population of customers . Looks at a scenario where subtractions and addition of customer do not impact overall workability of the model.

7. Arrival characteristics Arrival Patterns Size of arrivals Degree of patience Arrival Patterns The arrival rate is simply how many arrivals occur in specified time interval Arrival Rate = 1/ inter arrival time (or) Inter arrival time = 1/ arrival rate The number of arrivals per unit time can be estimated by a probability distribution known as Poisson distribution

8. Poisson distribution A discrete probability distribution that often describes the arrival rate at queuing theory (n)=   For example : I f the mean arrival rate of unit into a system is 3 per minute and we want to find the probability that exactly five units will arrive within a one minute period

9. Poisson distribution Solution n = 5, T = 1 (5) = = = 0.025 = 0.101 or 10.1% There is a 10.1% chance that there will be five arrivals in any one minute interval  

10. Arrival characteristics Size of the Arrivals Population sizes are considered as either limited (finite) or unlimited (infinite). Degree of Patience A patient arrival is one who waits as long as necessary until the service facility is ready to serve him or her. Behaviour of arrivals Balking : The customer decides not to enter the waiting line. Reneging : The customer enters the line but decides to exit before being served. Jockeying : The customer enters one line and decides to switch line in an effort to reduce the waiting time .

11. Arrival characteristics

12. Factors of Queuing system

13. Line structures Single Channel, Single phase Single Channel, Multiple phase Multichannel, Single phase Multichannel, Multi phase Mixed Line structures choice of format depends partly on the volume of customers served and partly on the restrictions imposed by sequential requirements governing the order in which the service must be performed

14. Line structures

15. Line structures

16. Examples Layout Service Phase Examples Single channel Single One Lane Toll bridge Single channel Multiple Bank Tellers Multichannel Single Separate queue of man and women for single ticket window Multi channel Multiple Laundromat, where option of several washers and several dryers

17. EXIT Once the customer is served, two exit fates are possible The customer may return to the population source and immediately become candidate for re-arrival The customer exits the system but does not return to the calling population. EXIT Low probability of reservice Return to source population

18. WAITING LINE MODELS Poisson Arrivals, Deterministic service time, One channel Poisson Arrivals, Arbitary service time , One channel Poisson Arrivals, Arbitary service time (No Waiting) Poisson Arrivals, Exponential Service (Finite population) There are four types of Queuing Models

19. 19 Notation for Infinite Queueing Model 1-3

20. 20 Example : Model 1

21. 21 Example : Model 1

22. 22 Example : Model 1

23. 23 Example : Model 1

24. 24 Example : Model 1

25. 25 Example : Model 2

26. 26 Example : Model 2

27. 27 Example : Model 3

28. 28 Example : Model 3 Lg = 0.176 (Exhibit 7.10)

29. 29 Example : Model 4

30. 30 Example : Model 4

31. Suggestion for Managing Queues 31 Determine an acceptable waiting time for your customers Try to divert your customer attention when waiting Segment customers Train your servers to be friendly Encourage customers to come during the slack period

32. 32 Research Article & Case Study

33. 33 Smart Management Waiting System for Outpatient Clinic Title : Authors: Mohd Wafi Nasrudin Nurfatin Syahirah Ahmad Zainuddin Raja Abdullah Raja Ahmad Rashidah Che Yob Mohd Zamri Zahir Ahmad Wan Azani Mustafa Vijayasarveswari Veeraperumal Nur Diana Mastura Zulkifli Research Article

34. 34 A Smart management waiting system for outpatient clinics has been developed to address long waiting times and queues at registration. The System operates through QR code scanning and a mobile application, allowing patients to wait in more comfortable locations and receive reminders before their turn. App Gyver and Backend less are used to design the interface for patients and administrators, with REST API direct integration for data management. The system successfully addresses the problem of long waiting times and queues at outpatient clinics, improving patient satisfaction and reducing the need for manual registrations. The system also digitalizes appointment details, making it more convenient for patients and administrators.

35. 35 TITLE : Waiting Line Management at Tirumala , Large Pilgrimage Centre in India 1. Online Booking: Introduced in the 1990s Allows pilgrims to book darshan slots in advance Reduces physical crowding and distributes pilgrim inflow 2. Specified Darshan Timings: Allocated timings for different categories (senior citizens, families, etc .) 3. Queue Management System: Serpentine queue within the temple complex 4. Display Boards and Announcements : Electronic boards and regular updates on waiting times CASE STUDY

36. 36 5.Crowd Control Measures: Security personnel and volunteers manage crowds and ensure safety 6.Amenities for Waiting Pilgrims: Drinking water, seating areas, restrooms Enhances comfort during the wait 7 Mobile App: Real-time information on waiting times, schedules, services Empowers pilgrims and simplifies the experience Challenges and Limitations : Long waiting times persist during peak seasons and festivals Need for further capacity expansion and technological advancements Balancing traditional practices with modern solutions

37. Chase,R.B . Operations management for competitive Advantage,11 th edition,MC Graw -Hill, 2008 www.universalteacherpublications.com // univ/ebooks/or/Ch10/queintro.htm www.icmrindia.org/casestudies/catalogue/Operations/OPER104.htm References

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