QUEUING THEORY

Presented By: Yogesh Deo ME in Communication Engineering 2013 batch

Presentation Outline
1. 2. 3. 4. 5. 6. Introduction Characteristics of a Queuing system Measures of Queuing systems performance Different model of Queuing system Economic analysis of queuing systems References

 Mathematical study of waiting lines or queues.

The objective of queuing analysis is to design systems that enable

organizations to perform optimally according to some criteria.

Possible Criteria

-Maximum profits. -Desired Service Level

. Possible Service measurements

-Average time a customer spends in line -Average length of the waiting line -The probability that an arriving customer must wait for service

. The Arrival Process

Deterministic Random

We will take only random process into considerations having

Poisson distribution.
P(X=k) = (t)k et/k! Where =mean arrival rate per time unit t=the length of the interval

Some service systems require a fixed service time. In most business situations, however, service time varies widely among customers. When service time varies, it is treated as a random variable which has generally exponential distribution
f(X)= e-x

Where = average number of customers who can be served per time period

Performance can be measured by focusing on: -Customers in the queue.

-Customers in the system.

Steady

State Performance Measures

P0=Probability that there are no customers in the system. P n=Probability that there are n customers in the system. L =Average number of customers in the system. L q=Average number of customers in the queue. W =Average time a customer spends in the system. W q=Average time a customer spends in the queue.

Queuing system can be classified by: -Arrival process -Service process Example -Number of servers M/M/6/10/20 -System size(infinite/finite waiting line) -Population size Notation -M (Markovian)=Poisson arrival or exponential service time -D (Deterministic)=Constant arrival rate or service time -G (General)=General probability of arrival or service time
.

Characteristics -Poisson arrival process -Exponential service time distribution -A single server -Potentially infinite queue -An infinite population

P0=1-( / ) Pn=[1-( / )]( / ) L= / (-) Lq= / [(-)] W=1 / (-) W q= / [(-)]

2 n

Customers arrive at Marys Shoes every 12 minutes on the average according to a Poisson process. Service time is exponentially distributed with an average of 8 minutes per customer.

Management is interested in determining the performance measures for this service system

Solution
Input =1/12 customers per minute=60/12=5 per hour =1/8 customers per minute=60/8=7.5 per hour

Performance Calculations
P0=1-( / ) = 1-(5/7.5)=0.33333 Pn=[1-( / )]( / )n = (0.3333) (0.6667)n L= / (-) = 2 Lq=2 / [(-)] = 1.3333 W=1 / (-) =.4 hours= 24 minutes Wq= / [(-)] = 0.26667= 16 minutes

M / M / k Queuing Systems
Characteristics -Customers arrive according to a Poisson process at a mean rate .
-Service time follow an exponential distribution.

-There are k servers, each of which works at a rate of customers.

-Infinite population, and possibly infinite line.

Performance measures

Imported from powershow.com

Imported from powershow.com

M/M/k/F Queuing System

Characteristics -Poisson arrival process at mean rate .
-K servers, each having an exponential service time with mean rate .

-Maximum number of customers that can be present in the system at any one time is F.
-Customers are blocked (and never return) if the system is full.

RYAN ROOFING COMPANY

Ryan gets most of its business from customers who call and order service.

Data
One appointment secretary takes phone calls from 3 telephone lines. Each phone calls takes three minutes on average.

Ten customers per hour call the company on the average.

When the secretary is busy serving a customer, a new calling customer is willing to wait until the secretary becomes available. When all the lines are busy , a new calling customer gets a busy signal and calls a competitor. Arrival process is Poisson and service process is Exponential.

Management would like to design the following system.

The fewest lines necessary. At most 2% of all callers get a busy signal.

Management is interested in the following information:

The percentage of time the secretary is busy.
The average number of customers kept on hold. The average time a customer is kept on hold. The actual percentage of callers who encounter a busy signal.

Solution
ThisM/M/1/5 is an M/M/1/3 system. M/M/1/4 system Input = 10 per hour = 20 per hour (1/3 per minute) By calculation
P = 0.508, P1P =P 0.254, P2P == 0.127, P3 == 0.063, P4P = =0.032 0.032, P00 == 0.5333, = 0.2667, P2 = 0.1333, P P 0.516, 0.129, P 0.065, 0 1= 2 3 4 0.0667 1 0.258, 3= P5 = 0.016 of the customers get a busy signal. 6.7% of3.2% the of customers get aabusy signal. 1.6% the customers get busy signal. Still above the goal of 2%

This is above goal 2%. The goalthe of 2% has of been achieved.

Economic Analysis of Queuing Systems

The performance measures previously developed are used next to determine a minimal cost queuing system.
The procedure requires estimated costs such as:

Hourly cost per server

Customer goodwill cost while waiting in line. Customer goodwill cost while being served.

Wilson Foods Talking Hot Line

Wilson Foods has an 800 Hot Line number to answer customers questions.

Data
On the average 225 calls per hour are received. An average phone call takes 1.5 minutes. A customer will stay on the line waiting at most 3 minutes. How many customer service A customer service representative is paid $ 16 per hour. representatives should beper used to when the customer is Wilson pays the telephone company $ 0.18 minute minimize the hourly cost of operation? on hold or when being served. Customer goodwill cost is $ 0.20 per minute while on hold. Customer goodwill cost while in service is $ 0.05.

Total average hourly cost of employing k customer service representatives

Solution

The total cost model

Total hourly wages Average hourly goodwill cost for customers on hold

TC(K) = CW k + C i L + g W L q + g s (L L q )
Average hourly goodwill cost for customers in service

Total average hourly Telephone charge

TC(K) = CW k + (C i + g s ) L + (g W - g s ) L q

Input
CW =$ 16 C I = $ 10.80 per hour [0.18* 60] g W =$ 12 per hour [0.20* 60] g s =$ 3 per hour [0.05* 60]

The total Average hourly cost is

TC(K) = 16k + ( 10.8 +3) L + (12 3) L q = 16k + 13.8L + 9 L q

Assuming a Poisson arrival process and an Exponential service time, we have an M/M/K system.

= 225 calls per hour. = 40 per hour ( 60/1.5).

The minimal possible value for K is 6 to ensure that steady state exists ( < K).

Summary of results of the runs for k=6,7,8,9,10

K
6 7 8 9 10

L
18.1249 7-6437 6.2777 5.8661 5.7166

Lq
12.5 2.0187 0.6527 0.2411 0.0916

Wq
0.05556 0.00897 0.0029 0.00107 0.00041

TC(K)
458.62 235.62 220.50 227.12 239.70

Conclusion: 8 customer service representatives must be employed.

References:
1. Probability, Statistics and Queuing Theory By V.Sundarapandian
2. Probability, Random Variables & Random Processes By Hwei Hsu 3. Queuing theory presentation on Powershow .com

Thank You