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m2l5 - Fall 2009 Module 2 Production Quality Lecture 5...

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David Robinson © D. Robinson, 2009 Fall 2009 Module 2 Production & Quality Lecture 5: Service Operations II
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2 Review from the previous lecture Queuing theory example
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3 Average number of people in the queue: = Practice Q on Queuing Theory λ 2 µ (µ - λ ) Try this with (Arrival Rate) λ = 10 / hour (Service Rate) µ of 12 / hour (5 minutes )
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4 An Example of Queuing Theory Solution Average number of people in the queue: λ 2 µ (µ - λ ) Try this with (Arrival Rate), λ = 10 / hour µ (Service Rate) of 12 / hour (5 minutes) 100 ---------------- = 12 (12 – 10) =
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5 Service Operations II How we handle uneven time-to-serve Improving service operations
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6 Service times: ( only a few people take forever) Number of customers Time to serve, minutes A very few customers take very long times Distribution is usually exponential
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7 How we manage service times Routines and Exceptions 1. Identify the exceptions 2. Set up services to manage the routines 3. Remove the exceptions from the process
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8 Routines and Exceptions 1. Identify the exceptions 2. Set up services to manage the routines 3. Remove the exceptions from the process 4. Make the exceptions … routine!
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