Queuing Theory

Queuing Theory

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Introduction

• Queuing theory is the study of the movement of people, objects, or information through a line.
• Studying congestion and its causes in a process is used to help create more efficient and cost-effective services and systems.
• Often used as an operations management tool, queuing theory can address staffing, scheduling, and customer service shortfalls.
• Some queuing is acceptable in business. If there's never a queue, it's a sign of overcapacity.
• Queuing theory aims to achieve a balance that is efficient and affordable.

History

·       Queuing theory aims to design balanced systems that serve customers quickly and efficiently but do not cost too much to be sustainable.

·       As a branch of operations research, queuing theory can help inform business decisions on how to build more efficient and cost-effective workflow systems.

·       The origin of queuing theory can be traced to the early 1900s in a study of the Copenhagen telephone exchange by Agner Krarup Erlang, a Danish engineer, statistician, and mathematician.

·       His work led to the Erlang theory of efficient networks and the field of telephone network analysis.

·       At its most basic level, queuing theory involves the analysis of arrivals at a facility, such as a bank or a fast-food restaurant, and an analysis of the processes currently in place to serve them.

·       The end result is a set of conclusions that aim to identify any flaws in the system and suggest how they can be ameliorated.

Methodology & Parameters

·       Methodology

o   Queuing theory as an operations management technique is commonly used to determine and streamline staffing needs, scheduling, and inventory in order to improve overall customer service.

o   It is often used by Six Sigma practitioners to improve processes.

·       Parameters

Arrival	Refers to the customers who arrive and are first in line
Queue or Service Capacity	Refers to the limits of the system as per the number of customers in line
Number of Servers	Refers to the total number of employees serving the customers in line
Size of the Client Population	Refers to the total number of customers in line
Queuing Discipline	Refers to how requests are delivered to the servers (includes first-in, first-out)
Departure Process	Refers to customers leaving after receiving service

Applications of Queuing Theory

• Business logistics
• Banking and finance
• Telecommunications
• Project management
• Emergency services, such as fire, police, and ambulance

Video Description

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