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Railway Reservation - Simulation Project

The document describes two queuing systems - a railway reservation system with 5 counters and a call center with 5 operators. Both systems follow a first-come, first-served process and customers/callers wait in a queue if all servers are busy. The document asks to model each system in Excel, run simulations to examine queue parameters like maximum and average queue length and waiting time under different conditions, and analyze the impact of adding more servers or changing arrival/service rates. It assigns 11 groups to analyze variations of both systems and address specific problems related to queue behavior.

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Shirsendu Bikash Das
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120 views2 pages

Railway Reservation - Simulation Project

The document describes two queuing systems - a railway reservation system with 5 counters and a call center with 5 operators. Both systems follow a first-come, first-served process and customers/callers wait in a queue if all servers are busy. The document asks to model each system in Excel, run simulations to examine queue parameters like maximum and average queue length and waiting time under different conditions, and analyze the impact of adding more servers or changing arrival/service rates. It assigns 11 groups to analyze variations of both systems and address specific problems related to queue behavior.

Uploaded by

Shirsendu Bikash Das
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Railway Reservation

Process:
Consider a railway reservation system with 5 reservation counters. The reservation
system follows a token driven queuing process. As a customer walks in, he/she
proceeds to the token machine, gets a token which lists his/her number in the
system. He/she then proceeds to sit in the queuing area. When the token number is
called, it is associated with the counter number. The customer walks to the specified
reservation counter and proceeds with the ticket booking formality. No queues are
formed in front of individual reservation counters. Two variables need to be taken
into account for the system. One is the inter-arrival time of the customers. The
second is the time taken to complete the booking process. The time taken to
complete the booking process is inclusive of the time taken for the customer to walk
up to the counter. A sample of 800 customers is attached.
Common Problem:
The reservation manager is contemplating the addition of more reservation
counters to reduce the waiting time of the customers. Model the current system in
Microsoft Excel and examine the behavior of the queue parameters like maximum
queue length, average queue length, maximum waiting time, average waiting time,
average idle time, utilization, etc. over 50 simulation runs of 2000 customers each.

Call Center Operations


Process:
Consider a call center manned by with 5 operators. The call center operates on a
FCFS basis. As the call center receives a call, the call is picked up by the first
available call operator. In case all operators are busy handling calls, the caller is put
on hold until an operator gets free. The queue length at any given time is
determined by the number of callers on hold at that point of time. Two variables
need to be taken into account for the system. One is the inter-arrival time of the
callers. The second is the time taken to handle the caller. The time taken to handle
the caller is inclusive of any time taken by the operator to finish the call and be
ready to take up the next caller. A sample of 800 calls is attached.
Common Problem:
The call center supervisor is contemplating the addition of more operators to
increase the service level offered to the callers. Model the current system in
Microsoft Excel and examine the behavior of the queue parameters like maximum
queue length, average queue length, maximum waiting time, average waiting time,
average idle time, utilization, etc. over 50 simulation runs of 2000 callers each.

Specific problems
Each subpart is independent of each other, unless specifically mentioned
a) Modify the model to examine the queue parameters when one more
counter/operator is added and also when two more counters (operators) are
added.

b) If the average service time drops to 80% of current value, how would the
queue parameters change? (Assume only 5 counters/operators)
c) If the average service time increases to 160% of current value, is the current
configuration stable? Are queue lengths finite? How would the queue
parameters change? (Assume only 5 counters/operators)
d) If the average arrival rate drops to 75% of current value, how would the
queue parameters change? (Assume only 5 counters/operators)
e) If the average arrival rate increases to 130% of current value, is the current
configuration stable? Are queue lengths finite? How would the queue
parameters change? (Assume only 5 counters/operators)
f) Both operations decide to offer a priority queue system. Customers opting for
this would be directed to the next available counter/operator in case there
are queues when they arrive (or call). It is expected that 20% of the
customers might opt for the priority option. Would this help reduce average
wait time for the priority customers? What would be the impact of this on the
average waiting time of the non-priority customer? What would the changes
be if 30% of the customers opt for this?
g) Due to infrastructural issues, a wait length of only 100 is possible. If queue
length exceeds 100, the customer (or caller) is turned back. Does this have
an impact on the current system? What is the percentage of customers (or
callers) turned back? What if the wait length is reduced to 50?
Allocation of problems to groups
Grou
p
1
2
3
4
5
6
7
8
9
10
11

Problem
Railway Reservation
Call Center Operations
Railway Reservation
Call Center Operations
Call Center Operations
Railway Reservation
Call Center Operations
Call Center Operations
Call Center Operations
Railway Reservation
Railway Reservation

Questions
a,b,e,g
a,d,e,f
a,d,e,g
a,b,e,g
a,b,c,f
a,b,c,f
a,d,e,g
a,d,c,g
a,b,e,f
a,d,c,g
a,d,c,f

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