# m5l6 - Fall 2011Module 5 Production &amp; Quality Lecture...

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David Robinson © D. Robinson, 2011 Fall 2011Module 5 Lecture 6: Service Operations II

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2 Service Operations II Answer to the queuing problem How we handle uneven time-to-serve Improving service operations Dealing with the four sets of problems we identified last lecture
3 Review from the previous lecture Queuing theory example

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4 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 )
5 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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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
Routines and Exceptions How we handle “Variable time to serve” 7

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8 Routines and Exceptions 1. Set up service process to manage the routine transactions efficiently 2. Train workers to identify exceptional transactions 3. Remove the exceptions from the process
9 Routines and Exceptions 1. Set up service process to manage the routine transactions efficiently

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## m5l6 - Fall 2011Module 5 Production &amp; Quality Lecture...

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