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Lecture Operations management: Chapter 18 - William J. Stevenson

Chapter 18 - Management of waiting lines. In this chapter, the following content will be discussed: What imbalance does the existence of a waiting line reveal? What causes waiting lines to form, and why is it impossible to eliminate them completely? What causes waiting lines to form, and why is it impossible to eliminate them completely?. | Management of Waiting Lines Chapter 18 Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 1 You should be able to: LO 18.1 What imbalance does the existence of a waiting line reveal? LO 18.2 What causes waiting lines to form, and why is it impossible to eliminate them completely? LO 18.3 What metrics are used to help managers analyze waiting lines? LO 18.4 What very important lesson does the constant service time model provide for managers? LO 18.4 What are some psychological approaches to managing lines, and why might a manager want to use them? Chapter 18: Learning Objectives Waiting lines occur in all sorts of service systems Wait time is non-value added Wait time ranges from the acceptable to the emergent Short waits in a drive-thru Sitting in an airport waiting for a delayed flight Waiting for emergency service personnel Waiting time costs Lower productivity Reduced . | Management of Waiting Lines Chapter 18 Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. 1 You should be able to: LO 18.1 What imbalance does the existence of a waiting line reveal? LO 18.2 What causes waiting lines to form, and why is it impossible to eliminate them completely? LO 18.3 What metrics are used to help managers analyze waiting lines? LO 18.4 What very important lesson does the constant service time model provide for managers? LO 18.4 What are some psychological approaches to managing lines, and why might a manager want to use them? Chapter 18: Learning Objectives Waiting lines occur in all sorts of service systems Wait time is non-value added Wait time ranges from the acceptable to the emergent Short waits in a drive-thru Sitting in an airport waiting for a delayed flight Waiting for emergency service personnel Waiting time costs Lower productivity Reduced competitiveness Wasted resources Diminished quality of life Waiting Lines LO 18.1 Why Is There Waiting? Waiting lines tend to form even when a system is not fully loaded Variability Arrival and service rates are variable Services cannot be completed ahead of time and stored for later use LO 18.2 Simple Queuing System Calling population Arrivals Waiting line Exit Service System Processing Order Population Source Infinite source Customer arrivals are unrestricted The number of potential customers greatly exceeds system capacity Finite source The number of potential customers is limited Channels and Phases Channel A server in a service system It is assumed that each channel can handle one customer at a time Phases The number of steps in a queuing system Arrival pattern Most commonly used models assume the arrival rate can be described by the Poisson distribution Arrivals per unit of time Equivalently, interarrival times are assumed to follow the negative exponential distribution The time between .