OSCM 373 Exam 2 | Questions and Answers Which of the following statements about queuing theory are correct? - A.K. Erlang developed queuing theory while working on automatic dialing equipment. - Queuing theory is directly applicable to many service operations. T/F: Waiting lines will occur even ...
Which of the following statements about queuing theory are correct?
- A.K. Erlang developed queuing theory while working on automatic dialing equipment.
- Queuing theory is directly applicable to many service operations.
T/F: Waiting lines will occur even though a system is basically underloaded.
True
What are some negative customer-side implications of waiting lines?
- Customers may leave the line, potentially resulting in loss of goodwill.
- Customer dissatisfaction may occur from waiting too long.
What is the goal of waiting line management?
To minimize total costs of providing capacity and customer waiting costs.
The queuing model that is chosen is based upon what?
Characteristics of the capacity and demand
A mathematical approach to the analysis of waiting lines is called what?
Queuing theory
The potential source of customers who enter waiting lines for service is referred to as
what?
Calling population
Why would there be waiting in an underloaded system?
- Services cannot be stored.
- Customers arrive randomly.
The capacity of a service system in queuing theory is a function of what?
The number of servers and the capacity of each server
In what ways do waiting lines cost businesses?
- Disruption to operations can occur if lines are too long.
- Business must provide adequate space for customers to wait.
What does a negative exponential distribution of service time mean in practical terms?
Most of the time service does not take very long
What is included in customer waiting costs?
, - Salaries paid to employees who are waiting
- Cost of space provided for waiting lines
- Loss of business due to customers refusing to wait
Under what conditions are waiting lines most likely to occur?
- When arrivals are bunched together
- When service times are particularly lengthy
What are the four main characteristics of waiting lines which determine the queuing
model?
- Order of service
- Number of channels
- Population source
- Arrival/service patterns
Jockeying
Switching lines, especially if another becomes shorter
Reneging
After waiting awhile, deciding to leave the queue and exit
Balking
Never getting in line and exiting the system, due to line length
What is the main difference between a finite and an infinite source population in queuing
theory?
Finite is a relatively small group potentially needing service, while infinite source greatly
exceeds the number of servers.
What is meant by the term queue discipline?
The rule-based order in which customers are processed in the system
What is a channel in queuing theory?
A synonym for "server"
The five measures used to evaluate queuing systems relate to ______.
potential customer dissatisfaction and costs
What is the theoretical distribution which describes the service time in queuing theory?
Negative exponential
If service time is exponential, then the service rate is what?
Poisson
What is the formula for system utilization?
ρ = λ / (Μμ)
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