Mbpfc8 - ManagingFlowVariability: SafetyCapacity (Chapter...

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Managing Flow Variability: Safety Capacity (Chapter 8) Why do queues build up? Performance measures for queuing systems The need for safety capacity Throughput of queuing system with finite buffer Pooling of capacity Specialization vs. Flexibility Analysis of service systems: Sof-Optics
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2 Matching Supply and Demand Goods vs. Services Make to Stock vs. Make to Order Produce in advance vs. on demand Safety Inventory vs. Safety Capacity Examples Banks (tellers, ATMs, drive-ins) Fast food restaurants (counters, drive-ins) Retail (checkout counters) Airline (reservation, check-in, takeoff, landing, baggage claim) Hospitals (ER, OR, HMO) Call centers (telemarketing, help desks, 911 emergency) Service facilities (repair, job shop, ships/trucks load/unload)
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Sales Reps Processing Calls (Service Process) Incoming Calls (Customer Arrivals) Calls on Hold (Service Inventory) Answered Calls (Customer Departures) Blocked Calls (Due to busy signal) Abandoned Calls (Due to long waits) The DesiTalk Call Center Calls In Process (Due to long waits) The Call Center Process
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4 The Service Process Customer Inflow (Arrival) Rate ( R i ) – Inter-arrival Time = 1 / R i Processing Time T p – Processing Rate per Server = 1/ T p Number of Servers ( c ) Number of customers that can be processed simultaneously Total Processing Rate (Capacity) = R p = c / T p Buffer Capacity ( K ) Maximum Queue Length
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5 Service Process and Its Performance Variability in inflows Variability in order processing time Flow unit is customer or job order Resource unit is a server Customers wait in a queue Single-phase service process Each customer is processed by one server, and all tasks performed by that server are combined into a single activity Service order discipline Specification of sequence in which customers are served First-come / first-served (FIFO or FCFS)
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6 Service Process Attributes Inflow rate R i Interarrival time 1/R i Processing time T p Average time for a server to process a customer Processing (or service) rate of a server 1/T p Number servers in a resource pool c Process capacity (service rate) Total processing rate at which customers are processed by servers in the resource pool – R p = c/T p Buffer capacity K
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7 Example 8.1
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This note was uploaded on 04/30/2011 for the course MBA 806 taught by Professor Fredendall during the Spring '08 term at Clemson.

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Mbpfc8 - ManagingFlowVariability: SafetyCapacity (Chapter...

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