Chapter-9

Queuing Analysis
 What is Queuing Theory?
 Often called waiting lines
 Waiting lines are common situations in
our daily life's
 Useful in both manufacturing and service
areas
 Queuing Theory…cont’d

Queue

Service Departures
Arrivals facility after service
 Queuing Theory…cont’d
• Queuing theory is a mathematical approach to the analysis
of systems that involve waiting in line or queues.
• When a customer leaves a waiting line, the opportunity to
make a profit by providing the service is lost.
• The decision maker is now faced with a question of
balancing this opportunity cost against the expense of
additional capacity.

• Queuing theory is first developed by Agner Krarup Erlang

(1878- 1929)
 Solve telephone network congestion problems
 Queuing Theory…cont’d

• In general, queuing analysis are used to find out

more about:
the waiting time of customers,
the queue length,
the number of service facilities, and
 the busy period.
• Information from the analysis (models) would help
to take action either to reschedule the arrivals or
to change the type and number of service facilities
 Characteristics of Queuing System

1. Arrivals or inputs to the system

 Population size, behavior, statistical distribution

1. Queue discipline, or the waiting line itself

 Limited or unlimited in length, discipline of people
or items in it

1. The service facility

 Design, statistical distribution of service times

Consider the next figure

 Elements of Queuing System

• Queue
 a line of
waiting
customers
who require
service from
one or more
Arrival queue Service Served service
of Customers
Custom
Facility
(SF) leaving providers.
the SF
ers
Queu Servic • Queuing
e e
system
System  waiting room
+ customers
Fig. 9.1: A Simple Representation of Queuing System
+ service
 Characteristics …cont’d
1. Arrival Characteristics
• Size of the population
 Unlimited (infinite) or limited (finite)

• Pattern of arrivals
 Scheduled or random, often a Poisson distribution

• Behavior of arrivals
 Wait in the queue and do not switch lines

 No balking or reneging
 Characteristics …cont’d

Service system
Waiting
customers Queuing
Arrival
discipline
In
Departure
Input process Queuing Service
Source process process
Serviced
customers

Balk Renege Jockey

Fig. 9.2 Behavior of customer

arrival
 Characteristics …cont’d

Poisson Distribution

e-λ λ x
P(x) = for x = 0, 1, 2, 3, 4, …
x!
where P(x) = probability of x
arrivals
x = number of arrivals per
unit of time
λ = average arrival rate
e = 2.7183 (which is the base
of the natural logarithms)
 Characteristics …cont’d

2. Queue discipline
 First-come-first served (FIFO) –Most
common
 Last-come-first-served (LCFS)
 Service in random order (SIRO)
 General discipline (GD) i.e., any type of
discipline
 Characteristics …cont’d

3. Service Characteristics
 Queuing system designs
 Single-channel system, multiple-channel
system
 Single-phase system, multiphase system
 Service time distribution
 Constant service time
 Random service times, usually a negative
exponential distribution
 Characteristics …cont’d
f(t) = µe-µt

Probability that service time is greater than t = e-µ t for t ≥ 1

1.0 – µ = Average service rate
Probability that service time ≥ 1

0.9 – e = 2.7183
0.8 – Average service rate (µ) = 3 customers per hour
0.7 – ⇒ Average service time = 20 minutes per customer
0.6 –
0.5 –
0.4 –
0.3 – Average service rate (µ) =
1 customer per hour
0.2 –
0.1 –
0.0 |– | | | | | | | | | | | |
0.00 0.25 0.50 0.75 1.00 1.25 1.50 1.75 2.00 2.25 2.50 2.75 3.00
Time t (hours)

Fig. 9.2. Negative Exponential Distribution

 Characteristics …cont’d
Queuing System Designs

Queue
Service Departures
Arrivals facility after service

Fig. 9.3 Single-channel, single-phase system

Queue
Phase 1 Phase 2 Departures
Arrivals service service
after service
facility facility

Fig. 9.4 Single-channel, multiphase system

 Characteristics …cont’d

Service
facility
Channel
1
Queue
Service Departures
Arrivals facility
after service
Channel
2

Service
facility
Channel
3

Fig. 9. 5 Multi-channel, single-phase system

 Characteristics …cont’d

Phase 1 Phase 2
service service
Queue facility facility
Channel 1 Channel 1
Arrivals Departures
Phase 1 Phase 2 after service
service service
facility facility
Channel 2 Channel 2

Fig. 9.6 Multi-channel, multiphase system

 Characteristics …cont’d
Population of Arrivals Queue Service Exit the system
dirty cars from the (waiting line) facility
general
population …
Car Wash

Enter Exit

Arrivals to the system In the system Exit the system

Arrival Characteristics Waiting Line Service Characteristics

 Size of the population Characteristics  Service design
 Behavior of arrivals  Limited vs.  Statistical distribution
 Statistical distribution unlimited of service
of arrivals  Queue discipline

Fig.9.10 Examples for queuing elements

Applications of Queuing Theory
Telephone conversation.
The landing of aircraft.
The unloading and loading of ships.
The scheduling of patients in clinics.
The service in custom offices.
Machine breakdown and repairs.
The timing of traffic lights.
Car washing.
Restaurant service.
Flow in production.
Layout of manufacturing systems.
 Some Queuing Problem
Example
Problem Customer Service
s Facilities
Determining the number of Automobile Petrol station
attendants required at a petrol s attendants
station
Scheduling of patients in a Patients Doctors
clinic
Determining the number of Aircrafts Runways
runways at an airport
Determining the size of Automobile Parking spaces
parking lot s
Determining the number of Public Taxicabs
taxicabs for a fleet
Determining the service rate Ships Harbor
 Queuing Models
• Widely used to estimate desired
performance measures of the system
 Typical measures
 Server utilization
 Length of waiting lines
 Delays of customers
• Applications
 Determine the minimum number of servers
needed at a service center
 Detection of performance bottleneck or
congestion
 Evaluate alternative system designs
 Queuing Models…cont’d
 The conventional notation for the characteristics of queuing situation
can be given in the following format, it is also called Lee Kendall’s
Notation:
 
Lee Kendall’s Notation→ (a/b/c):(d/e/f)
Where
a = Description of the arrivals distribution, Poisson Distribution
(M)
b= Description of the departures (service time) distribution,
constant (D) , Exponential (M)
c = Number of parallel servers; (C)=1, 2,3,4,…
d = Queue discipline; FIFO, LIFO, SIRO, GD (any type)
e = Maximum number allowed in the system (in queue plus in
service); finite ( Q numbers), infinite (∞)
f = Size of calling source ; finite (N) or infinite (∞)
 Queuing Models…cont’d
For example, the model (M/D/2) : ( FIFO/N/∞)
uses :
 Poisson inter arrival time,
 Constant service time or deterministic service
time
 2 parallel servers,
 The queue discipline is First come first served,
 There is a limit of N customers in the entire
system, and
 The size of the source from which customers
arrive is infinite.
 Steady state - measure of
Performance
The most commonly used notations used to measure
performance in a queuing situation are:
λ= arrival rate
Ts= mean time in the system
λ eff = effective arrival rate
Ns= mean number in the system
µ = service rate
Tq= mean waiting time in queue
n = number of customers in
system Nq= mean number in queue
c = number of channels in P0= probability of zero units
multiple channel system Pa= probability of maximum
= mean number of busy number in the system
servers
Pn= probability of n units in the
Q= maximum number of
system.
arrivals that can be in
system
 Performance measures… cont’d
Cost

Minimum
Total Total expected cost
cost
Cost of providing service

Cost of waiting time

Low level Optimal High level

of service service level of service

Fig. 9.11 Queuing costs

Performance measures… cont’d
Performance measures… cont’d
 Queuing Models…cont’d
We will five queuing models here all assume:

 Poisson distribution arrivals

 FIFO discipline
 A single-service phase
 The Variety of Queuing Models
(i) Model 1 : (M/M/1) : (FIFO/∞/∞)
 Single channel
Single phase
Poisson arrival rate
Exponential service rate
Unlimited queue length
• Using the notations of the generalized
model, we have λn = λ and μn = μ for all n=
0, 1, 2,… and also, λ eff =l and λ loss= 0 ,
because all arriving customers can join the
system.
 Model 1…Cont’d
 Arrivals are served on a FIFO basis and every arrival waits to
be served regardless of the length of the queue
 Arrivals are independent of preceding arrivals but the
average number of arrivals does not change over time
 Arrivals are described by a Poisson probability distribution
and come from an infinite population
 Service times vary from one customer to the next and are
independent of one another, but their average rate is known
 Service times occur according to the negative exponential
distribution

 The service rate is faster than the arrival rate

 Model 1…Cont’d
1
Ts = λ
2

µ -λ Nq =
μ(μ - λ)
λ
Ns = λ
µ -λ p0 =1 −
µ
λ  λ  λ 
n
Tq =
µ( µ - λ ) Pn = 1 -   
 μ μ
 Queuing Models …cont’d
(ii) Model (2
M/D/1) : ( FIFO/∞/∞ )
• single channel
• single phase
• poisson arrival rate
• constant service rate
• unlimited queue length.

Ts = Tq +
1 λ
Tq =
μ 2 µ(µ−λ)
λ λ2
Ns =Nq + Nq =
µ 2 µ( µ −λ)
 Variety of Queuing Models …
cont’d
(iii) Model( M/M/1
3 ) : ( FIFO/ Q/∞)
single channel

single phase

Poisson arrival rate

exponential service rate

 finite or limited queue length , Q

customers in the system
 Model 3…cont’d
1
Ts = Tq +
μ
λ  1 − ( Q + 1)( λ μ ) + Q( λ μ ) 
Q Q +1
N s =  
μ ( 1 − λ μ ) [1 − ( λ μ ) ] 
Q +1

Nq
Tq =
λ( 1 - PQ )
 Q
 
 
Q -1
2 1 - Q λ  
 + ( Q − 1)  µ  
λ  λ
λ   µ      1 -  µ  
N q =     P0 = 
μ 
   1 −  λ   1 −  λ 
Q
 Q +1 
  µ    µ    1 -  λ  
        
  µ  
  λ  
 1 -  µ   λ n
Q
λ
n
λ
Pn =  
Q +1 
 
 = P0
  ; n≤ Q PQ = P0  
1 -  λ   μ  μ μ
  µ  
Variety of Queuing Models …
cont’d
(iv) Model 4 (M/M/c) : (FIFO/ ∞/ ∞)
 multiple channel

 single phase

 poisson arrival rate

 exponential service rate

 unlimited queue length.

 Model 4…cont’d
 
1  
Ts = Tq +  1 
μ P0 =  where λ < cµ
 c −1  ( λ µ )  ( λ µ ) c  cµ  
n

 ∑ n!  
 c!  cµ − λ  
 λ
c
  n =0     
 λ   
  µ   Nq n
Tq = Po = λ
 µ c(c ! )(1 - λ/µc )2  λ  
   µ
  P n = Po for 0 ≤ n ≤ c
λ n!
Ns = Nq +
µ λ
n

 
 µ
 λ µ ( λ/µ )c  Pn = P o n−c
;n≥c
Nq = P 0  c!c
2
 (c - 1)! (c µ - λ ) 
 Variety of Queuing Models …
cont’d
(iv) Model 5 (M/M/1) : (FIFO/ ∞/ N)
 single channel

 single phase

 poisson arrival rate

 exponential service rate

 unlimited queue length

 Finite calling population

 Model 5…Cont’d
1
Ts = Tq + P0 = N
1
,
µ N ! λ n n=population size
∑ ( )
n = 0 ( N − n)! µ
N s = N q (1 − p0 )

λ+µ
Nq = N − (1 − P0 )
λ
N! λ n
Pn = ( ) Po , n= 1,2,…N
Nq ( N − n)! µ
Tq =
( N − N s )λ
 Examples
1. Arrivals at a telephone booth are considered to be Poisson
distribution with an average time of 10minutes between
arrivals. The length of the phone call is assumed to be
distributed exponentially with average time per call equal
to 3 minutes, then
b) What is the probability that a person arriving at the booth will
have to wait?
c) What is the average number of people that will be waiting in
the system?
d) The telephone department will install another booth when
convinced that a person will have to wait at least 3 minutes
for the phone. By how much must the flow of rate of arrivals
be increased in order to justify a second booth?
 Solution
The model is (M/M/1): (FIFO/∞/ ∞)

Given λ = 1/10 customers per min.

µ = 1/3 customers per min.

a)Probability (Nq > 0) = 1- Po = 1-(1-λ /µ ) =

= 1-(1-3/10)=
Ns =
λ
0.3 µ−λ
b) 1 / 10 cust . per min .
Ns =
1 / 3cust . per min . −1 / 10 cust . per min .

= 3/7= 0.43 customers

 Solution

c) Tq= 3minite, µ =1/3 customers per min.

λ1
Tq =
µ ( µ − λ1 )

Solving for l1 ,
λ1= 1/6 customers per minute
1 1 10 −6 4
= − = =
λ= 6 10 60 60

= 1/15 customers per minute

 Examples…Cont’d
2. The new accounts loan officer of the Bank interviews
all customers for new accounts. The customers
desiring to open new accounts arrive at the rate of
four per hour according to a Poisson distribution, and
the accounts officer spends an average of 12 minutes
with each customer setting up a new account.

a) Determine the operating characteristics (P0, Ns, Nq,Ts, and Tq)

for the system
b) Add an additional accounts officer to the system described in
the problem so that it is now a multiple-server queuing
system with two channels, and determine the operating
characteristic required in part (a).
 Solution
• Given λ= 4 customers per hour
arrive
µ= 5 customers per hour are
served

a. Determine the operating characteristics

=1
p0the
λ
− =(1 −
4
)
for single-server
µ system
5
(M/M/1):
(FIFO/∞/ ∞) = .20 probability of no
customers in the system
 Solution…Cont’d
λ 4
Ns = = = 4 customers on average in
µ - λ 5−4
the queuing system

2 2
λ (4)
Nq = = = 3.2 customers on average in
μ(μ - λ) 5(5 − 4)
the queuing line

1 1
Ts = = = 1 hr on average in the system
µ -λ 5−4

λ 4
Tq = = = 0.80 hr( 48 min) average time
µ ( µ - λ ) 5(5 − 4) in the queue
 Solution…Cont’d
b. Determine the operating characteristics
for the multiple-serve system: (M/M/2):
 (FIFO/∞/ ∞) 
 
 1  1
P0 =   =
  ( λ µ )  ( λ µ ) c  cµ    1  4 o 1  4 1  1  4 2  (2)(5) 
c −1 n

∑
     +    +    
  c!  cµ − λ   0!  5  1!  5  2!  5  ( 2)( 5) − 4
 n =0  n!       

= .249 probability that no

customers are in the system

 λ   4 2
Tq = Po  ( λ /µ c
)  = .249 ( 4/ 5 ) 
 µ c(c ! )(1 - λ /µc )
2 2
  (5)(2)( 2 ! )[1 - 4 / (5)(2)] 

= 0.038 hr (2.5 min) average

time spent waiting in line
 Solution…Cont’d
1 1
Ts = Tq + = 0.038 +
μ 5
= 0.238 hr or (14.5 min) average
time in the system
 λ µ ( λ/µ )c   (4)(5)( 4 / 5 )2 
Nq = P 0  2
= 0.249 2
 (c - 1)! (c µ - λ )   1! [( 2)(5) - 4 ] 
= 0.152 customer on average
waiting to be served
λ 4
Ns = Nq + = 0.152 +
µ 5
= 0.952 customer on average
waiting in the system
5.
Problem
a) The following data related to a super-market is given
λ = 10 customers per hr
µ=4 customers per hr
c = 3 channels
b) It is noted by a store manager that the waiting times in
the systems and queue are on the higher side to
minimize the frustration of the customers, and manager
has decided to put extra channels.
 Compute the operating characteristics for this new
arrangement by taking C= 4, compare the results
with a pervious situation and write a detailed
summary for the results.
 Problem
6) At an inspector center in manufacturing
system, boxes of parts arrive according to
Poisson process at a rate of 12 per hrs.
Each box contains 100 parts and 10 parts
are drawn and inspected separately.
Inspection time is exponentially distributed
with a mean of 20 seconds. Calculate all
the performance measures for this model.