Introduction

Wing Zone is an Atlanta-based American restaurant chain that specializes in deep fried food
products and sandwiches. Wing Zone restaurant which is located in Taman Bandar Baru, Kampar
is chosen to be the location to conduct this study. The collection of data is done on 7 th of March
2014, starting from 6.20pm to 9.50pm which is approximately 3 hours and 30 minutes. During
the study, there is only one server (Counter 1) was opened. A total of 52 data were collected
during the three and a half hour period. When there were a group of people arrived in the queue
and order in the same receipt, we assumed that there was only one customer. Moreover, the Wing
Zone system practiced to deliver their customers food to the table after payment is done.

The customers were served on First Come First Served (FCFS) basis. The inter-arrival
time of Wing Zone is assumed to be exponential distribution and the service time for cashier to
collect ordering and received payment is also exponentially distributed. Additionally, both the
capacity for the system and potential customers for the system are unlimited. Thus, the KendallLee notation for this system is:
M|M|1:GD||

Methodology
1

Queuing system is a term used to indicate a collection of servers that provide services to
waiting lines of customers. In this study, the Kendall-Lee model notation that represents the
system is M/M/1:GD//. Wing Zone practices a single waiting line and a single server during
the collection of data period. All customers are served in FCFS (First Come First Served) basis.
For such a model the following assumptions are made:
(a) Service time is exponentially distributed.
The length of time between arrivals and departures contain the queuing time and service
time. Thus, the service time is exponentially distributed.
(b) Identical service facilities is served. (ordering and payment of food)
(c) No customer leaves the queue without being served.
(d) Infinite number of customers in queuing system. (i.e. there is no limit of queue capacity)

Queuing System in Wing Zone

Figure 1: Single Stage Queuing Model with Single-Queue and Single-Server

There are several sub-processes are distinguished from this model which are

Arrival Process
Arrival time is recorded once the customer enter the restaurant and enter the queue in
front of the counter which is the server. This process goes from event to event, i.e. the
event customer arrives puts the customer in a queue and at the same time schedules the
event next customer arrives. Inter-arrival time is calculated based on the deduction of
the selected arrival time with the previous arrival time.

Waiting Process

In this process, servers discipline is in concerned where First Come First Served is
practiced. Queuing time is calculated start from the time customer enters the queue until
the customer leaves the queue and enter the server.
Queuing time=The time when customer enter the server Arrival time

Server Process
The server which is Counter 1 in Wingzone and the customer who is ordering food at the
counter is involved in this process. Service time is determined when customer enters the
queue and start ordering for food until the customer receive the receipt from cashier and
leaves the counter.
Sevice time=DeparturetimeThe time when customer enter the server

Departure Process
Customer will received the receipt from the cashier and leaves the counter. Thus,
departure time of customer is taken.

Results and Analysis

1.1Data collection

Time
arrival to
the
System

Time
enter
server

Time
depart
from
server

Service
Time

Queuing
Time

Time
stayed in
system

Interarrival
time

18:22:50

18:22:50

18:27:37

00:04:47

00:00:00

00:04:47

00:05:08
3

2
3
4
5
6
7
8
9
1
0
1
1
1
2
1
3
1
4
1
5
1
6
1
7
1
8
1
9
2
0
2
1
2
2
2
3
2
4
2
5

18:27:58
18:37:13
18:41:38
18:41:50
18:47:17
18:49:16
18:50:17
18:54:29

18:27:58
18:37:13
18:41:38
18:44:35
18:48:00
18:49:16
18:50:17
18:54:29

18:30:16
18:38:45
18:44:31
18:47:55
18:49:14
18:50:15
18:51:39
18:57:26

00:02:18
00:01:32
00:02:53
00:03:20
00:01:14
00:00:59
00:01:22
00:02:57

00:00:00
00:00:00
00:00:00
00:02:45
00:00:43
00:00:00
00:00:00
00:00:00

00:02:18
00:01:32
00:02:53
00:06:05
00:01:57
00:00:59
00:01:22
00:02:57

00:09:15
00:04:25
00:00:12
00:05:27
00:01:59
00:01:01
00:04:12
00:02:05

18:56:34

18:57:38

19:00:12

00:02:34

00:01:04

00:03:38

00:00:00

18:56:34

19:00:14

19:01:15

00:01:01

00:03:40

00:04:41

00:04:36

19:01:10

19:01:17

19:03:35

00:02:18

00:00:07

00:02:25

00:00:00

19:01:10

19:03:36

19:04:40

00:01:04

00:02:26

00:03:30

00:01:24

19:02:34

19:04:41

19:07:53

00:03:12

00:02:07

00:05:19

00:08:46

19:11:20

19:11:20

19:13:30

00:02:10

00:00:00

00:02:10

00:00:55

19:12:15

19:13:32

19:14:58

00:01:26

00:01:17

00:02:43

00:01:07

19:13:22

19:15:00

19:16:38

00:01:38

00:01:38

00:03:16

00:03:51

19:17:13

19:17:13

19:20:40

00:03:27

00:00:00

00:03:27

00:02:48

19:20:01

19:20:43

19:21:45

00:01:02

00:00:42

00:01:44

00:02:33

19:22:34

19:22:34

19:26:02

00:03:28

00:00:00

00:03:28

00:04:36

19:27:10

19:27:10

19:30:40

00:03:30

00:00:00

00:03:30

00:00:05

19:27:15

19:30:42

19:34:31

00:03:49

00:03:27

00:07:16

00:01:08

19:28:23

19:34:33

19:36:02

00:01:29

00:06:10

00:07:39

00:08:14

19:36:37

19:36:37

19:40:17

00:03:40

00:00:00

00:03:40

00:10:08

19:46:45

19:46:45

19:47:30

00:00:45

00:00:00

00:00:45

00:00:15

2
6
2
7
2
8
2
9
3
0
3
1
3
2
3
3
3
4
3
5
3
6
3
7
3
8
3
9
4
0
4
1
4
2
4
3
4
4
4
5

19:47:00

19:47:33

19:49:28

00:01:55

00:00:33

00:02:28

00:00:45

19:47:45

19:49:30

19:51:30

00:02:00

00:01:45

00:03:45

00:00:00

19:47:45

19:51:32

19:54:49

00:03:17

00:03:47

00:07:04

00:01:35

19:49:20

19:54:50

19:56:04

00:01:14

00:05:30

00:06:44

00:06:13

19:55:33

19:56:05

19:59:25

00:03:20

00:00:32

00:03:52

00:03:12

19:58:45

19:59:27

20:03:35

00:04:08

00:00:42

00:04:50

00:09:32

20:08:17

20:08:17

20:10:27

00:02:10

00:00:00

00:02:10

00:02:00

20:10:17

20:10:29

20:15:01

00:04:32

00:00:12

00:04:44

00:11:13

20:21:30

20:21:30

20:23:45

00:02:15

00:00:00

00:02:15

00:00:00

20:21:30

20:23:47

20:24:58

00:01:11

00:02:17

00:03:28

00:05:35

20:27:05

20:27:05

20:29:56

00:02:51

00:00:00

00:02:51

00:04:41

20:31:46

20:31:46

20:34:05

00:02:19

00:00:00

00:02:19

00:08:57

20:40:43

20:40:43

20:44:25

00:03:42

00:00:00

00:03:42

00:08:15

20:48:58

20:48:58

20:50:16

00:01:18

00:00:00

00:01:18

00:14:28

21:03:26

21:03:26

21:05:44

00:02:18

00:00:00

00:02:18

00:00:00

21:03:26

21:05:45

21:07:21

00:01:36

00:02:19

00:03:55

00:02:37

21:06:03

21:07:23

21:10:45

00:03:22

00:01:20

00:04:42

00:12:34

21:18:37

21:18:37

21:20:12

00:01:35

00:00:00

00:01:35

00:00:00

21:18:37

21:20:14

21:21:58

00:01:44

00:01:37

00:03:21

00:05:56

21:24:33

21:24:33

21:26:18

00:01:45

00:00:00

00:01:45

00:01:05
5

4
6
4
7
4
8

21:25:38

21:26:23

21:29:51

00:03:28

00:00:45

00:04:13

00:11:33

21:37:11

21:37:11

21:39:26

00:02:15

00:00:00

00:02:15

00:09:14

21:46:25

21:46:25

21:48:47

00:02:22

00:00:00

00:02:22

00:00:00

TOTAL:

01:54:3 00:47:2 02:41:5

2

Graphs of Collected Data

Queuing Time of Customers
12:06:29 AM
12:05:46 AM
12:05:02 AM
12:04:19 AM
12:03:36 AM
12:02:53 AM
12:02:10 AM
12:01:26 AM
12:00:43 AM
12:00:00 AM

Service Time of Customers

12:05:02 AM
12:04:19 AM
12:03:36 AM
12:02:53 AM
12:02:10 AM
12:01:26 AM
12:00:43 AM
12:00:00 AM

Queue Length at Time

4
3
2
1
0

Area under curve of Queue Length= 47.42

Facility Utilization
1

Area under curve of Facility Utilization =114.533

Analysis of Collected Data

=

1
mean interarrival time

1
12215
48

0.003930 per second

14.1465 per hour

1
mean service time

1
6872
48

0.006985 per second

25.1455 per hour

Facility Utilization=

Areaunder Curve
Total period of observation

114.533
211

0.5428

%Utilization=0.5428 100

54.28

%Idle Time=1%Utilization

45.72 %

Total time stay system

total period of observation
From data table above, Total
time in system= 2hr 42sec
161.85

211
converted to 161.85 minutes
Ls =

0.7671

W s average length of time of a customer spent system.

sample
Total time stay system
Ws=

161.85
48

3.3667

Lq =

min

Areaunder Curve of Queue Length

total period of observation

47.42
221

0.2247

sample
Total queuingtime
W q=

47.42
48

0.9880 min
59 seconds

In summary,
a)
b)
c)
d)
e)
f)

Arrival rate of Customers is 14.1465 customers per hour

Service rate of the system is 25.1455 customers per hour
Average number of customers in the system is 0.7671 customers
Average length of queue is about 0.2247 customers
The length of time in the system is 3.3667 minutes
The average waiting time in the queue is 59 seconds.
g) The percentage of Utilization of the system is 54.28% during 6:20pm to 9:50pm.

10

Simulated Data
No

Interarrival
Time

Service
Time

Arrival
Time

Departure
Time

Wq

Ws

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37

4.84
0.78
3.43
0.15
1.79
0.65
1.68
20.27
14.39
5.71
5.07
1.63
10.50
1.43
4.03
3.51
0.49
0.11
1.33
2.63
0.96
8.25
5.99
8.01
4.84
0.78
3.43
0.15
1.79
0.65
1.68
20.27
14.39
5.71
5.07
1.63
10.50

0.01
0.07
0.31
1.60
7.90
4.69
1.41
3.69
0.40
2.31
1.59
7.06
3.82
0.53
3.89
0.60
5.41
2.13
1.10
1.60
7.45
4.22
0.93
0.84
0.50
3.39
0.09
0.41
2.46
2.06
0.91
0.76
0.24
1.18
1.98
0.73
0.14

0
4.84
5.62
9.05
9.20
10.99
11.64
13.33
33.60
47.99
53.69
58.76
60.39
70.90
72.33
76.36
79.87
80.36
80.47
81.80
84.43
85.38
93.64
99.62
107.63
112.48
113.26
116.69
116.83
118.62
119.28
120.96
141.23
155.62
161.33
166.40
168.03

0.01
4.91
5.93
10.66
18.56
23.25
24.65
28.34
33.99
50.30
55.28
65.83
69.65
71.43
76.22
76.96
85.28
87.41
88.52
90.11
97.56
101.77
102.70
103.54
108.13
115.86
115.96
117.10
119.56
121.62
122.52
123.28
141.47
156.80
163.31
167.13
168.17

0.00
0.00
0.00
0.00
1.46
7.57
11.60
11.33
0.00
0.00
0.00
0.00
5.43
0.00
0.00
0.00
0.00
4.92
6.94
6.72
5.68
12.17
8.14
3.08
0.00
0.00
2.61
0.00
0.27
0.94
2.34
1.56
0.00
0.00
0.00
0.00
0.00

0.01
0.07
0.31
1.60
9.36
12.26
13.01
15.02
0.40
2.31
1.59
7.06
9.25
0.53
3.89
0.60
5.41
7.05
8.05
8.31
13.13
16.39
9.07
3.91
0.50
3.39
2.70
0.41
2.73
2.99
3.25
2.32
0.24
1.18
1.98
0.73
0.14
11

38
39
40
41
42
43
44
45
46
47
48

1.43
4.03
3.51
0.49
0.11
1.33
2.63
0.96
8.25
5.99
8.01

0.64
7.15
3.91
0.62
6.25
2.99
4.72
1.44
4.06
0.77
0.28

178.53
179.96
183.99
187.50
187.99
188.10
189.43
192.06
193.02
201.27
207.26

179.18
187.11
191.03
191.65
197.90
200.89
205.61
207.05
211.11
211.88
212.16

0.00
0.00
3.12
3.52
3.66
9.80
11.46
13.55
14.03
9.84
4.62

0.64
7.15
7.04
4.15
9.91
12.78
16.18
14.99
18.09
10.61
4.91

total
(min)
average
(min)

215.27

111.24

5031.71

5309.31

166.36

277.60

4.48

2.32

104.83

110.61

3.47

5.78

Graph of Queue Length at Time

12

Queue Length at Time

Lq

4.5
4
3.5
3
2.5
2
1.5
1
0.5
0

Time (min)

Area under the curve length is 166.36.

Analysis of Simulated Data

Assumptions made in the simulation:
a. Exponentially distributed inter-arrival time.
b. Exponentially distributed service time.
c. No limit capacity in the system.
Sample size, n=48 simulated data were generated. Exponential random numbers for inter-arrival
time (lambda= 14.1465) and service time (miu= 25.1455) were generated and then convert from
hours to minutes.

Ws = sum of Ws/ sample size

= 277.60/ 48
= 5.78 minutes (0.09633 hour)
Wq = sum of Wq/ sample size
= 166.36/ 48
= 3.47 minutes (0.05783 hour)
13

Ls = total Ws / total time of observation

= 277.60/ 212
= 1.3094 customers
Lq = area/ total time of observation
= 166.36/ 212
= 0.7847 customer
c

= Ls Lq
= 1.3094 0.7847
= 0.5247

% of facility utilization = c /c * 100%

= 0.5274 x 100%
= 52.47%
% of idle time = 100% - 52.74%
= 47.53%

By the simulated data analysis, it is observed that:

a.
b.
c.
d.
e.
f.

The expected waiting time in the system, Ws is 0.09633 hour (5.78 minutes).
The expected waiting time in the queue, Wq is 0.05783 hour (3.47 minutes).
The expected number of customers in the system, Ls is 1.3094 customers.
The expected number of customers in the queue, Lq is 0.7847 customer.
Percentage of facility utilization of simulation model is 52.47%.
Percentage of idle time is 47.53%.

Analysis of Theoretical Data

Using standard steady state measure formula of M/M/1/GD// to calculate the measure of
performance
14

=14.165 per hour

When

and = 25.1455per hour

= /

14.165
25.1455
0.5633

Ls=/(1 )

0.5633
( 10.5633 )

1.2899

2 / ( 1 )

Lq =

0.56332
(10.5633)

0.7266

Ws = Ls/

1.2899
14.165

0.091062 h our
5.464 minutes

15

Wq= Lq/

0.7266
14.165

0.051295 h our
3.078 minutes

c =Ls Lq=

0.5633

% Utilization = c /c100
0.5633100

56.33

% Idle = 100% - (%utilization)

= 100 -56.33
= 44.67%

Based on the calculation which using the standard formula, it is observed that:
a) The expected number of customer in the system is about 1.286 customers.
b) The length of queue is about 0.7232 which is approximate to 1 customer.
c) The waiting time in the system is 5.4522 minutes.
16

d) The waiting time in the queue is 3.067 minutes.

e) The percentage of utilization of the system is 56.25%

Comparison of Data
Factor
Ls
Lq
Ws (minutes)
Wq (minutes)
%Utilization
%Idle

Collected Data
0.7671
0.2247
3.3667
0.9880
54.28
45.72

Simulated Data
1.3094
0.7847
5.78
3.47
52.47
47.53

Theoretical Data
1.2899
0.7266
5.464
3.078
56.33
44.67

Recommendation and Conclusion

Several problems were faced during the collection of data. There was certain period when
there were not many customers queuing to order their food, some customers rather sit at the table
and wait for the previous customer to finish ordering so that they could straight enter the server
without queuing. When this problem occurred, we do not managed to calculate the exact arrival
time as it do not fulfill the requirement where the arrival time will be taken once the customer
enter the queue. Besides, there is a case where the Wing Zone management decided to open
another counter which is Counter 2 when there was a long queue. When the Counter 2 starts to
operate, the last customer from the queue was called to proceed their ordering in Counter 2.
Therefore, we decided to remove the customers data that was being called to Counter 2 to avoid
any problems in our data
From the comparison table computed as above, simulated data is said to be close to
theoretical data. This is healthy as estimation of simulation output is based on random sampling
which subject to random variations. However, differences between collected data and simulated
data could be contributed by some of the reasons as follows:
One of the reasons that caused the errors is the pattern of arrival process. Arrival process
which describes how customers arrive has two patterns, either singly arrivals or batch arrivals.
During our data collection, most of the customers/samples come in bulk (2 to 3 persons in a

17

group) and they placed their orders individually. This implies that queue was built up in a short
time and long queuing time was recorded. This could be seen in the graph (Queue Length at
Time) which data has shown in a form of impulse. Another reason that could cause result error is
the customer behavior. Most of the time queue length is short that incoming customers tend to
enter system after queue length is shown empty. Meanwhile, they got themselves on seats instead
of entering system to place order.
Next factor that causes the differences between collected data and simulated data is due
to the data was collected at dinner hour (6pm onwards) which was considered a combination of
peak hour(6pm to 8pm plus) and off peak hour (9pm onwards). This was shown in the graph
(Facility Utilization) that server was relatively busy in the first two hours than the following hour
(9pm onwards).
In conclusion, observations were analyzed clearly and useful information was extracted
in this project. The performance measures of the system were also evaluated successfully.
Besides that, both a queue model and a simulation model of the system for prediction were also
constructed. Therefore, we were able to measure, analyze and model a real queuing system.

18