Premium Essay

Queues Management

In: Other Topics

Submitted By innsarku
Words 658
Pages 3
The waiting 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.

A service organization can reduce cost and thus improve profitability by efficient queue management. A cost is associated with customer waiting in line and there is cost associated with adding new counters to reduce service time. Queue management looks to address this trade off and offer solutions to management.

Queuing System

To solve problems related to queue management it is important to understand characteristics of the queue. Some common queue situations are waiting in line for service in super-market or banks, waiting for results from computer and waiting in line for bus or commuter rail. General premise of queue theory is that there are limited resources for a given population of customers and addition of a new service line will increase the cost aspect to the business. A typical queue system has the following:

Arrival Process: As the name suggests an arrival process look at different components of customer arrival. Customer arrival could in single, batch or bulk, arrival as distribution of time, arrival in finite population or infinite population.

Service Mechanism: this looks at available resources for customer service, queue structure to avail the service and preemption of service. Underlining assumption here is that service time of customers is independent of arrival to the queue.

Queue Characteristics: this looks at selection of customers from the queue for service. Generally, customer selection is through first come first served method, random or last in first out. As a result, customers leave if the queue is long, customer leave if they

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