G

puted, total expected costs were studied. As shown graphically in Figure 14.1, total cost is
the sum of the cost of providing service plus the cost of waiting time.

lossary

(l) utilization rate, Hereisalistingoftheke

and
in the queue, (4) systemcharacteristics
(3)
in
the
system
average time spent waiting
(2) percent idle time,
(5)
probabilities
of variqueue,
and
average number of customers in the system and in the
Key operating characteristics for a system were shown to be

ous numbers of customers in the system.

It was emphasized that a variety of queuing models exist that do not meet all of the
assumptions of the traditional models. In these cases w use more cornplex mathematical
models or turn to a technique called computer simulation. The application of simulation to
problems. of queuing systems, inventory control, machine breakdown, and other quantitative analysis situations is the topic discussed in Chapter 15.

Waiting Line. One or more customers or objects waiting to be served:

Queuing Theory. The mathematicalstudy of waiting lines or queues.
Service Cost. The cost ofproviding a particular level ofservice.

Waiting Cost. The cost to the firm of having customers or objects waiting in line to be serviced.
Calling Population. The population of items from which arrivals at the queuing system come.
Unlimited or Infinite Population. A calling population that is very large relative to the number of
customers currently in the system.
Limited or Finite Population. A case in which the number of customers in the system is a significant proportion of the calling population.

Distribution. A probability distribution that is often

Poisson

used to describe random arrivals

in a

queue.

Balking. The case in which aniving customers refuse

to

join the waiting line.

Reneging. The case in which customers enter a queue but then leave before being serviced.

Limited Queue Length. A waiting line that cannot increase beyond a specific size.
Unlimited Queue Length. A queue that can increase to an infinite size.
Queue

Discipline. The rule by which customers in

FIFO.

A queue discipline (meaning first-in, first-out) in which the customers are served in the strict

a line receive service.

order of arrival.

Single-Channel Queuing System. A system with one service facility fed by one queue.
Multiple-Channel Queuing System. A system that has more than one service facility, all fed by
the same single queue.
Single-Phase

System. A queuing system in which service

is received at

only one station.

Multiphase System. A system in which service is received from more than one station, one after
the other.

Negative Exponential Probability Distribution. A probability distribution that is often used to

describe random service times in a service system.

M/[d/l.

Another name for the single-channel model with Poisson arrivals and exponential service

times.

Operating Characteristics. Descriptive characteristics of a queuing system, including the average

number of customers in a line and in the system, the average waiting times in a line and in the
system, and percent idle time.

640

Chapter

14

Wntrtrue Ltrurs nruo Queutruc THronv Moost-s

Utitization Factor (p). The proportion of the time that ser-vice facilities

are in use.

A technical name for the multichannel queuing model (with nr servers) and Poisson ar-

M/M/m.

rivals and exponential service times.

MIDll,

A technical name for the constant service time model.

Simulation. A technique for qqpresenting queuing rnodels that are complex and difficult to model
analytically.

:
p:

tr

mean number

of arrivals per time period

mean number

of people or items served per time period

(14-r) P(D

=+

Poisson probability distribution used in describidg arrivals.

Equations 14-2 through l4-8 describe operating characteristics in the single-channel model that
has Poisson anival and exponential sertice rates.

(14-2')

f,

(14-3)

average number

aveftgetime a unit spends in the system (waiting time

of units (customers) in the system

tL I
I
=-1t-t

(14-4)

Lo

(14-5)

Wo

(14-6)
{14-7)

Po

avengenumber of units in the queue

average

service time)

R#"

time a unit spends waiting in the queue

= utilization

mb

factor for the system = !

'lL

= probabiliry of 0 units in the system (that is, the service unit

is

idle)

=t-r

lL

(L4-8) P,>k=

probability of more than

&

units in the system

: (t)--t

Equations l4-9 through 14-14 describe operating characteristics in multipk-chatnel models thnt
have Poisson arrival and. exponential service rates, where M : the number ofopen qhanncls'

(14-9)

Po

for

Mp,>

The probability thai there are no people ot umts in tlrc system'

(14-10) L-

),,p(Ilp.)M ro
o-'tr
+

W_

r)t-di=E

The average number of people or units in the system.

(r4-rr) w =

p(Ild-o

W=ffii

_-I:J_ro

*-l:L

i: i

The average time a unit spends in the waiting

lin ort"ir,g ,"*l*Od;;y,

in the system).

Key Equations

L":L-L
'11

(t4-12)

The average number of people o, unir, in line waiting for service.

w":
'

(r4-13)

lLn
p.-

).

The average time a person or unit spends in the queue waiting for service.

(t4-t4)

r:h
Utilization rate.

Equations 14-15 through 14-18 describe operating characteristics in single-channel models

that
have Poisson arrivals and constant service rates.

Lq: ztrd_

(14-rs)

^)

The average length of the queue.

(14-16l W
,

: ---L-_
ztt"(tt - )t)

The average waiting time in the queue.

L=

(14-17)

L^ +

L
lL

The average number of customers in the system.

(14-18)

W:

+
'lL

W^

The average waiting time in the system.

Equations 14-19 through 14-24 describe operating characteristics in single-channel models

that
have Poisson arrivals and exponential sewice rates and afinite cailing poputatian.

(14-19)

Po:

:"5(t)"

The probability that the sysrem is empty.

(t4-zo)

(l
' : N- fL+*)
\^ /

Lo

P")

Average length of the queue.

(14-21)

L:

Lo

(1

Po)

Average number of units in the

{t4-22) wq:

system.

av +)i

Average time in the queue.

(14-23)

w:

wq +

Average time in the system.

{t4-zr)

P":

(N$(t)"

"

ror n : 0,r,. ., N

Prohahilitv of n unifs in flre svsfem

641