Lecture 7

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LECTURE 7

QUEUING

THEORY
6/1/2021 Prepared by S Makurumidze CUT 1
LECTURE OBJECTIVES
 By the end of the lecture learners should be
able to:
Define a queue
Describe a queuing scenario
Define the terms and symbols used in queuing
systems
Apply the queuing model to a business
scenario.
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Common scenes in Zimbabwe

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Common scenario
 Bread queuing in Zimbabwe

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Queuing theory
 In many real world applications such as bank counters, public
service providers, incoming customers have become part of
their respective queuing system. In fact waiting for a service
has become an integral part of our daily life at a considerable
cost most of the times.
 The adverse impact of the queuing up phenomenon can be
brought down to a minimum by applying various queuing
models.
 In general the queuing system consists of:
 One or more queues
 One or more servers
 Procedures under which the system operates.
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A queuing scenario
 Consider a counter at ZESA where customers around Harare
arrive and wait to be served. Depending on the server status,
the incoming customers either wait at the queue or get the turn
to be served if the counter is free at the time of arrival of the
customer, the customer can directly enter into the counter to get
service and then leave the system. In such a scenario the
system may experience “customer waiting” or “server idle
time”
 In any system involving queuing, the main objective is to
design the system in such a manner that the average waiting
time of the customer is minimized and the percentage
utilization of the server is maintained above a desired level.

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Application areas of queuing theory
Example Members of Server(s)
queue
Bank counter Account holders Counter clerk
Tollgate vehicles Toll collectors
Library students Counter clerk
Hospital Patients Doctor/nurse
Maintenance Breakdown Mechanics
shop machine

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Queuing Scenario

…… ……

Arrival stream Customers Service Exit


Queuing Facility
 Customers who come to the system to get the required
service will directly enter the service station without
waiting in the queue if the server is free at that point of
time. Otherwise they will wait in the queue till the
server becomes free.

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A queuing system
 The diagrammatic representation of a simple queuing
system consists of a queue and a service station.
 1.The number of queues may be more than one. If
there is a queue for males as well as female customers,
then an alternate mode of selecting customers from
each queue is followed.
 2. The number of servers may be more than one.
 3. The service may be provided in multi-stage in a
sequential order e.g. balance enquiry and then paying.

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Terms used in Queuing
 1. Bulk arrival- this when customers arrive in groups
although it is assumed customers arrive into the system
one by one.
 2. Jockeying- the behaviour of a customer who is tempted
to join another queue because of its smaller size.
 3. Balking- when the customer fails to join the queue
because it is too long.
 4. Reneging-when a customer who is already in the queue
leaves the queue in anticipation of longer waiting time.

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Variables used in queuing models
 n- number of customers in a system.
 C- number of servers in the system
 Pn(t) –probability of having n customers in the system at time t
 Pn - steady state probability of having n customers in the system.
 P0- probability of having zero customers in the system.
 Lq – Average number of customers waiting in the queue.
 Ls – average number of customers waiting in the system (queue and service
station)
 Wq – average waiting time of customers in the queue
 Ws – average waiting time of customers in the system (in queue and service
station.
 σ – arrival rate of customers
 μ – service rate of customers
 Φ – utilization factor of the server.

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Variables –cont-
 σeff=effective arrival rate of customers
 M- Poisson distribution
 N- maximum number of customers permitted in the
system.
 GD- general discipline for service. Discipline can be First
in First serve (FIFS), Last in, first serve (LIFS) or random
order (R.O)

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Queuing model

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Cont-
 2. Pn = (1-Φ) Φn, where Pn is the steady
state probability of having n customers in
the system.
 3. P0 = (1-Φ)Φ0
 = 1-Φ, where P0 is the probability of
having 0 customers in the system.

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Cont-

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Cont-

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Exercises
 1.The arrival rate of customers at a banking counter
follows a Poisson distribution with a mean of 30 per hour.
The service rate of the counter clerk also follows a
Poisson distribution with mean of 45 per hour.
 (i) What is the probability of having 0 customers in the
system (Po)?
 (ii) What is the probability of having 8 customers in the
system (P8)?
 (iii) What is the probability of having 12 customers in the
system? (P12)
 (iv) Find Ls, Lq, Ws and Wq.

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Cont-
2. The arrival rate of vehicles at a toll gate follows a
Poisson distribution with an average of 30 vehicles per hour.
The service rate of the toll collector also follows a Poisson
distribution with a mean of 9 vehicles for every 12 minutes.
• Compute the following:
• i) Utilization of the toll gate
• ii) Average number of waiting vehicles in the queue. iii)
Average number of waiting vehicles in the system.
• iv) Average waiting time per vehicle in the queue.
• v) Average waiting time vehicle in the system.

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Question 3
 Patrons arrive at a small post office at a rate of 30 per
hour. There is one clerk on duty, who takes an average of
1 minute to serve each customer.
 1. Calculate the mean customer time i) spent waiting in
line ii) spent receiving or waiting for service.
 2. Also find the mean number of customers i) in line and
ii) receiving or waiting for service.

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REFERENCES
 Refer to the course outline

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LESSON EVALUATION
 The topic was well covered and the objectives were to a
large extent met.
 Content was well received as the learners could easily
apply it practically.
 Questions were worked in class after illustration by the
Lecturer.
 There was however limited group work owing to the
time and the class size.

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