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Note for Basic Computer Engineering - BCE by Prashasti Dwivedi

  • Basic Computer Engineering - BCE
  • Note
  • Jaypee University Of Information Technology - JUIT
  • Computer Science Engineering
  • B.Tech
  • Uploaded 5 months ago
Prashasti Dwivedi
Prashasti Dwivedi
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Learning objective  To introduce features of queuing system

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9.1 Queue or Waiting lines Customers waiting to get service from server are represented by queue and also called waiting line. Unsatisfied customer due to long waiting time can be a potential loss to any service organization. Managing waiting lines is one of the foremost objective for service operations manager as prompt service delivery is one of the parameter to achieve competitive advantage. Various queuing models can be used to analyze waiting line but first let’s understand the queuing system.  Queue: A line of waiting customers who require service from servers. There can be two types of queues; Stereotypical and virtual described in Table 9.1. TABLE 9.1: TYPES OF QUEUES Stereotypical queues Virtual queues People waiting in a formal physical line Queue is not a physical line but virtually for service customers wait to get service Example: Passengers check-in for their boarding pass at check- in counter at airport Example: A customer placed on hold by a call center employee  Servers: Individual workstations where customer receive service  Queue is formed when  Demand for service exceeds the capacity to serve  Varying arrival times of customer  Varying service time at server  Consequences of excessive waiting time affecting service provider  Loss of potential customer and hence sales  Opportunity lost to a competitor  Spread of bad word of mouth Examples of Queues

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 A customer waiting in a bank queue to get service from a bank teller in a bank  A customer trying to book a ticket online  A customer kept on hold over phone to talk to a call center executive  A customer in a supermarket waiting in a queue to pay a bill of groceries bought 9.1.1 Costs associated with waiting lines Major challenge for any service organization is to determine the optimal number of servers which can reduce their operational cost of handling servers and waiting time of customer simultaneously. Following are the costs associated with waiting lines realized by service organization and customers. An employee in the service organization waiting for a customer can be  A cost component in the form of unproductive wages  Underutilization of capacity due to idle time at server A customer waiting for a server to get the service done incurs  Opportunity cost of waiting in a queue  Forgone alternative use of waiting time Service organizations cannot avoid waiting completely due to varying arrival and service time. If service organization installs less number of servers or low service capacity it can lead to long waiting time for the customer, which results in low service level. Whereas, the large number of servers may result in underutilization of service capacity if demand turns out to be less than the service capacity. So, the main objective of any service organization is to balance the cost of waiting in queue and cost of providing capacity. The trade-off between cost of providing capacity and cost of waiting time can be seen in Figure 9.1

Lecture Notes