财务管理与财务分析运营管理课件C推荐.ppt

Waiting Lines Queue is everywhere One of the important area of operations management Visible queue Invisible queue: telephone, dial into Internet, Fudan mailbox,… Waiting Line Examples Bank Customers Teller Deposit etc. Doctor’s Patient Doctor Treatmentoffice Traffic Cars Light Controlledintersect. passage Assy line Parts Workers Assembly Queuing system Suggestions for managing queues Determine an acceptable waiting time for your customers Try to divert your customer’s attention when waiting Inform your customers of what to expect Keep employees not serving the customer out of sight Segment customers Queuing system Suggestions for managing queues (continued) Train your servers to be friendly. (Greet the customers) Encourage customers to come during the slack periods Take a long term perspective toward getting rid of the queues Waiting Lines Waiting line: One or more “customers” waiting for service. Customer population: An input that generates potential customers. Service facility: A person (or crew), a machine (or group of machines), or both, necessary to perform the service for the customer. Priority rule: A rule that selects the next customer to be served by the service facility. Service system: The number of lines and the arrangement of the facilities. Waiting Line ModelsBasic Elements Waiting Line Arrangements Service Facility Arrangements Service Facility Arrangements Service Facility Arrangements Service Facility Arrangements Service Facility Arrangements Service Facility Arrangements Priority Rule Distribution of arrivals Arrival rate: the number of units per period Constant arrival distribution Variable arrival distributions Observing arrivals from two viewpoints: Analyze the time between successive arrivals Set some time length and try to determine how many arrivals might enter the system within T. Distribution of arrivals Exponential distribution pdf (density) : the mean number of arrivals per time period Poisson Distribution Prob