Operations Management: An Integrated Approach, 5th Edition

SUPPLEMENT C

Waiting Line Models

Before studying this supplement you should know or, if necessary, review

1. Competitive advantages, Chapter 2.
2. Priority rules, Chapter 16.

LEARNING OBJECTIVES

After completing this supplement you should be able to

Describe the elements of a waiting line problem.

Use waiting line models to estimate system performance.

Use waiting line models to make managerial decisions.

SUPPLEMENT OUTLINE

Elements of Waiting Lines C2

Waiting Line Performance Measures C7

Single-Server Waiting Line Model C7

Multiserver Waiting Line Model C10

Changing Operational Characteristics C13

Larger-Scale Waiting Line Systems C14

Waiting Line Models within OM: How It All Fits Together C15

WHAT'S IN OM FOR ME?

Waiting in lines is part of everyday life. Some estimates state that Americans spend 37 billion hours per year waiting in lines. Whether it is waiting in line at a grocery store to buy deli items (by taking a number) or checking out at the cash registers (finding the quickest line), waiting in line at the bank for a teller, or waiting at an amusement park to go on the newest ...