Publication Type

Journal Article

Publication Date

6-2014

Abstract

This paper examines the performance of single-queue service systems using a combination of computer simulation and M/M/C queuing models. Our results show that the accuracy of M/M/C models is significantly affected by the assumptions supporting the models. Managers should therefore exercise caution in using the M/M/C models for designing queuing systems when the models’ assumptions are violated. Our results show that cost-centric and servicecentric firms should manage their queues differently. While cost-centric firms should target higher arrival load, single service session, and front-loaded arrival pattern for higher efficiency, service-centric firms should strive for lower arrival load, multiple short sessions and even arrival pattern for better service. In addition, both cost-centric and service-centric firms can consider pooling servers together and reducing the variability of inter-arrival and service times to improve both cost and service simultaneously.

Keywords

M/M/C Models, Computer Simulation, Queuing System Design, Operations Strategy

Discipline

Operations and Supply Chain Management

Research Areas

Operations Management

Publication

Journal of Service Science Research

Volume

6

Issue

1

First Page

173

Last Page

192

ISSN

2093-0720

Identifier

10.1007/s12927-014-0007-3

Publisher

Springer

Creative Commons License

Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.

Additional URL

http://doi.org/10.1007/s12927-014-0007-3

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