Operations Management: Processes and Supply Chains, 12th Edition

Using Waiting-Line Models to Analyze Operations

Operations managers can use waiting-line models to balance the gains that might be made by increasing the efficiency of the service system against the costs of doing so. In addition, managers should consider the costs of not making improvements to the system: Long waiting lines or long waiting times may cause customers to balk or renege. Managers should therefore be concerned about the following operating characteristics of the system.

1. Line Length. The number of customers in the waiting line reflects one of two conditions. Short lines could mean either good customer service or too much capacity. Similarly, long lines could indicate either low server efficiency or the need to increase capacity. ...