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Ch14_212-221

# Ch14_212-221 - 72106 CH14 GGS 2:28 PM Page 212 C H A P T E...

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212 T EACHING S UGGESTIONS Teaching Suggestion 14.1: Topic of Queuing. Here is a chapter that all students can relate to. Ask about student experiences in lines. Stress that queues are a part of our everyday lives and how things have changed at banks, post offices, and air- ports in just the past decade. (We now wait in a common line for the first available server.) Teaching Suggestion 14.2: Cost of Waiting Time from an Organizational Perspective. Students should realize that different organizations place different values on customer waiting time. Ask students to consider differ- ent scenarios, from a drive-through restaurant to a doctor’s office to a registration line in their college or motor vehicle office. It be- comes clear that organizations place different values on their cus- tomers’ time (with most colleges and DMVs unfortunately placing minimal cost on waiting time). Teaching Suggestion 14.3: Use of Poisson and Exponential Probability Distributions to Describe Arrival and Service Rates. These two distributions are very common in basic models, but stu- dents should not take their appropriateness for granted. As a pro- ject, ask students to visit a bank or drive-through restaurant and time arrivals to see if they indeed are Poisson distributed. Note that other distributions (such as exponential, normal, or Erlang) are often more valid. Teaching Suggestion 14.4: Balking and Reneging Assumptions. Note that most queuing models assume that balking and reneging are not permitted. Since we know they do occur in supermarkets, what can be done? This is one of many places to prepare students for the need for simulation, the topic of the next chapter. Teaching Suggestion 14.5: Use of Queuing Software. The Excel QM and QM for Windows queuing software modules are among the easiest models in the program to use since there are so few inputs. Yet students should be reminded of how long it would take to produce the programs in Chapter 14 by hand. Teaching Suggestion 14.6: Importance of L q and W q in Economic Analysis. Although many parameters are computed for a queuing study, the two most important ones are L q and W q when it comes to an actual cost analysis. Teaching Suggestion 14.7: Teaching the New England Foundry Case. Here is a tip for this very teachable case. About half the students who tackle the case forget that time walking to the counter must be noted and that the return time also needs to be added. A LTERNATIVE E XAMPLES Alternative Example 14.1: A new shopping mall is considering setting up an information desk manned by one employee. Based on information obtained from similar information desks, it is be- lieved that people will arrive at the desk at the rate of 20 per hour. It takes an average of 2 minutes to answer a question. It is as- sumed that arrivals are Poisson and answer times are exponen- tially distributed.

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