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Managing Waiting Lines

Managing Waiting Lines. Chapter 13. Queuing Systems. A queue is a line of waiting customers who require service Physical waiting lines Phone waiting lines. Renege. Arrival process. Queue discipline. Departure. Calling population. Service process. Queue configuration. No future

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Managing Waiting Lines

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  1. Managing Waiting Lines Chapter 13

  2. Queuing Systems • A queue is a line of waiting customers who require service • Physical waiting lines • Phone waiting lines

  3. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems

  4. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems Calling Population – the group from which service organizations obtain customers. This population may consist of several subpopulations (i.e., walk-in patients, appointments, emergency patients)

  5. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems Arrival Process – How the service organization handles customers who arrive. If servers are idle, they are attended to immediately, otherwise, they go into a queue. Managers may collect data such as times of arrival and times between arrivals.

  6. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems Balk – If a customer cannot be served immediately, he/she may complain and seek service elsewhere.

  7. Renege Arrival process Queue discipline Departure Calling population Service process Queue Configuration No future need for service Balk Essential Features of Queuing Systems Queue Configuration – refers to the number of queues, their locations, their spatial requirements, and their effects on customer behavior.

  8. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems Renege – after joining the queue, the customer may find the wait to be intolerable and so they leave before the service is rendered.

  9. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems Queue Discipline – the policy established by management to select the next customer from the queue for service (i.e., First Come First Serve – FCFS)

  10. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems Service Process – the process for delivering the service. Includes the distribution of service times, arrangement of servers, management policies, and server behavior.

  11. Renege Arrival process Queue discipline Departure Calling population Service process Queue configuration No future need for service Balk Essential Features of Queuing Systems Departure – Once the customer completes the service process, he/she goes back into the calling population for future visits or leaves the system because there is no need for future service.

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