Special Issue - 2016 International Journal of Engineering Research & Technology (IJERT)

ISSN: 2278-0181
IC-QUEST - 2016 Conference Proceedings

Literature Review of Waiting Lines Theory and

its Applications in Queuing Model
Damodhar F Shastrakar Sharad S Pokley K D Patil
Department of Mathematics, Department of Mathematics, Department of Mathematics,
SRPCE KITS BDCE
Nagpur, India Ramtek, India Sevagram Wardha, India

Abstract:- The purpose of this paper is to know the

importance of Waiting Lines Theory, how it comes in II. BASIC FEATURES OF WAITING LINES
existence , the history behind the Waiting Lines Theory. The SYSTEM
use of Probability Distributions. How to get optimum level in A. Arrival of customers
Queuing model. Basic features of the Waiting Lines System.
It is a process of arrival for customers into the
Queuing characteristics and different Queuing models used
in Waiting Lines System. Waiting Lines System. Classification of arrival of
customers as:
Keywords- Arriving customers, Service discipline, Nature 1. Single line or multiple lines,
of customer, Service mechanism, Waiting lines models. 2. Finite or infinite
3. Single customer or customers comes in bulk,
I. INTRODUCTION 4. Arriving customers are totally under control or partially
or no control,
Waiting Lines Theory (Queuing Theory) is the 5. Deterministic or Probabilistic process,
Mathematical approach of queue. It is basically considered 6. Empirical or a Theoretical Probability Distribution,
as branch of Operations Research. The results of Queuing 7. Independent or conditionally dependent variables,
models are often used in the Business decisions. Queues 8. Some times arrivals of customers is stationary.
are one of the unpleasant parts of everyday human’s life.
As we know that there is increase in demand of facilities B. Service Discipline
from customer side and if the service facilities is not in a It works on the rule by which customers are selected
position to satisfy the customer in a specific time, customer from the queue for service.
requires too much time to get service from service Rules are classified as:
mechanism, result in the formation of queue. Under such i. First-In First-Out (FIFO)
conditions there is increase in the cost of customers waiting ii. Last-In First Out (LIFO)
time. Where as in some other cases if the service facilities iii. Service For Random Order (SRO)
stand in idle condition waiting for the customers and there iv. Priority Service. (PS)
is too less demand from customer side will increase the
cost of service facilities. In both the cases we get imperfect C. Nature of Customer
matching between the customers waiting cost and cost of As usual it is depending on the nature of arriving
service facility. It is just because of one cannot predicts the customers whether he is willingly accepted a waiting line
inter-arrival time of customers and service time of server. or refuses it. If the system is filled up to its capacity, then
To get optimum level we have to minimize the sum of cost the arriving customer is naturally rejected. In some other
of customers waiting time and cost of service facilities. The cases if there is a rejection of the primary system, the
expected total cost (TC) is the sum of the expected waiting customer accepted secondary system and ‘queue up’ in an
cost for the arrivals per period (WC) and the expected informal waiting line to enter in to the system. We note that
facility cost (FC) of the service personnel per period. This there are mainly four items which must be specified for any
can be written as(m=mean): given Queuing System.
TCm  WC m  FC m The expected waiting cost per
i. Balking: If the customer experiences that waiting time
period (WC m ) is the product of unit waiting cost are very large as the queue is moving very slowly, the
customers might balk and refuse to join the queue.
(C w ) for an arrival per period and the average number of
ii. Reneging: After joining the queue customer experience
units in the system E (n) during the period. that it will take too much time to enter the system which is
WC m  C w E (n) worthless then he customer reneges i.e. leaves the queue.
iii. Collusion: Several customers may cooperate and only
one of them may stand in the queue to reduce the waiting
time and buy the required service.

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Special Issue - 2016 International Journal of Engineering Research & Technology (IJERT)
ISSN: 2278-0181
IC-QUEST - 2016 Conference Proceedings

iv. Jockeying: If there are more number of queues, there is (ii) Poisson Arrivals and General Service Time Distribution
a way for customers to change the queue which gives fast (M / G / 1)
service than the other. In this process the customer scans
(iii) Poisson Arrivals and Regular Service Time
the lines for the purpose of changing it.
Distribution ( M / D / 1)
4. Service mechanism: The service mechanism is worked (iv) Constant Arrival Rate and Constant Service Rate
on the policy decided for the service facility for the ( D / D / 1)
customers who are serviced and leave the service system. Equations for Poisson-Exponential, Single server-Infinite
Service mechanism follows single channel-single phase, population model:
single channel-multiphase, multichannel-single phase, and According to the Poisson probability distribution, the
multichannel-multiphase. probability that n customers will arrive in system during a
given interval t is given by
III. HISTORY OF WAITING LINES THEORY
Pn (t )  Pn , as t  
In Waiting Lines Theory a model is constructed and
e   ( ) n
record the inter-arrival time of customers and time required i. e. Pn  ; n  0,1,2,......
for service mechanism to complete the service. In 1909, n!
Agner Krarup Erlang, father of Waiting Lines Theory
which is also called Queuing Theory had its beginning in These can be solved by the successive substitution
the research on the Waiting Line Theory. The first technique to yield
developers of Queuing Theory as applicable to the 1. Probability of having exactly n customers in the
telephone industry were Tore Olaus and Erlang. Erlang
system Pn  (  ) P0 , for any value of n
n
experimented with fluctuating demand in telephone, traffic,
later he published a report addressing the delays in   
automatic dialing equipment and its cost. Further he was where  is utilization factor, P0  1   is
extended to more general problems and to business   
applications of the waiting lines. Engset’s formulations the probability of no units in the system ,
were not known until later because of the delay in 2. Percentage of idle workstation  (1   )100 %
publishing them and Erlang’s model was first used by
3. Expected number of units in the system
traffic engineers to develop better systems. Engset’s main 

work was not in Queuing Theory and traffic engineering
Ls   nPn 
and his contributions are not as well known. The Danish
n 0  
mathematician, Erlang developed models that accounted
4. Expected number of units in the queue waiting for
for callers that dropped due to frustration from waiting for

2
an operator and those that were patient enough to wait for
service Lq   (n  1) Pn 
their call to be connected. Erlang (M/D/1) Queuing model
n 1  (   )
in 1917 and (M/D/K) Queuing model in 1920.
Queuing Characteristics of Queuing System: 5. Expected waiting time a unit spends in the queue
There are six items which must be specified for any given Lq 
Wq  
Queuing System.
  
1. Mean arrival time of customer, 
6. Expected waiting time in system (time in queue plus
2. Mean service time of server, µ service time) the queue
3. Customer’s behavior in the system
1 1
4. Capacity of the system W s  Wq  
5. Number of service counters   
6. The service rate is faster than arrival rate.
Classification of Probabilistic Queuing Models REFERENCES
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Special Issue - 2016 International Journal of Engineering Research & Technology (IJERT)
ISSN: 2278-0181
IC-QUEST - 2016 Conference Proceedings

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