Queuing Theory
Queuing theory analyzes the mathematics of waiting lines. Waiting lines are an essential part of project management and are useful to predict and evaluate system performance. Queuing theory is used in both manufacturing and services areas (Heizer et al. 748). For example, queue (waiting line) affects how people shop for groceries, or make a bank deposit. The main goal of queuing is to achieve service efficiency and minimize or eliminate total costs. (Sherman, “Queuing Theory”)
There are three parts of a queuing system:
Arrivals or inputs to the system: how customers arrive
Waiting line itself: How customers are serviced
The service facility: the condition of the customer existing the system
Queuing theory is hard to predict because queue is considered random, but start to be useful when the service is not immediate. In fact, queue will depend on the number of arrivals, the time taken to provide the service, the number of service facilities, and also, the way a queue is managed. (Heizer et al 749). In general, Queue theory allows for quantitative and …show more content…
For example, brokers are better informed with specific questions and give people better answers. Prospective customers do not trust in the new technology and want to assure security of their personal data. For those reasons, the length in line will increase, and queue will be unavoidable most of the time. Additionally, during peak hours, unbound calls are unpredictable and, unfortunately, customers hate to wait in line. Fortunately, health insurance uses priority rule for their customers. For example, call centers have an IVR system which is effective to handle low-level requests or provide some information about account balances or business hours which help the queue be less crowded. Managing a low average in waiting lines is key for successful customer service
Queuing theory analyzes the mathematics of waiting lines. Waiting lines are an essential part of project management and are useful to predict and evaluate system performance. Queuing theory is used in both manufacturing and services areas (Heizer et al. 748). For example, queue (waiting line) affects how people shop for groceries, or make a bank deposit. The main goal of queuing is to achieve service efficiency and minimize or eliminate total costs. (Sherman, “Queuing Theory”)
There are three parts of a queuing system:
Arrivals or inputs to the system: how customers arrive
Waiting line itself: How customers are serviced
The service facility: the condition of the customer existing the system
Queuing theory is hard to predict because queue is considered random, but start to be useful when the service is not immediate. In fact, queue will depend on the number of arrivals, the time taken to provide the service, the number of service facilities, and also, the way a queue is managed. (Heizer et al 749). In general, Queue theory allows for quantitative and …show more content…
For example, brokers are better informed with specific questions and give people better answers. Prospective customers do not trust in the new technology and want to assure security of their personal data. For those reasons, the length in line will increase, and queue will be unavoidable most of the time. Additionally, during peak hours, unbound calls are unpredictable and, unfortunately, customers hate to wait in line. Fortunately, health insurance uses priority rule for their customers. For example, call centers have an IVR system which is effective to handle low-level requests or provide some information about account balances or business hours which help the queue be less crowded. Managing a low average in waiting lines is key for successful customer service