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.
M/M/C Models, Computer Simulation, Queuing System Design, Operations Strategy
Operations and Supply Chain Management
Journal of Service Science Research
YANG, Kum Khiong; LOW, Mei Wan; and TUGBA, Cayirli.
Modeling queues with simulation versus M/M/C models. (2014). Journal of Service Science Research. 6, (1), 173-192. Research Collection Lee Kong Chian School Of Business.
Available at: http://ink.library.smu.edu.sg/lkcsb_research/4993
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