Publication Type
Journal Article
Version
acceptedVersion
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
Citation
YANG, Kum Khiong; LOW, Joyce M. W.; and TUGBA, Cayirli.
Modeling queues with simulation versus M/M/C models. (2014). Journal of Service Science Research. 6, (1), 173-192.
Available at: https://ink.library.smu.edu.sg/lkcsb_research/4993
Copyright Owner and License
Authors
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Additional URL
https://doi.org/10.1007/s12927-014-0007-3