Waiting Lines and Queuing Models Essay

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Waiting Lines & Queuing Models American Military University Business 312 For my project on other operations research techniques I have decided to research waiting lines and queuing models. My interest in this application stems from my personal dislike for standing in lines and waiting on hold while on the phone. This is virtually my only pet peeve; nothing aggravates me faster than standing in a line or waiting on hold. Like most people I go out of my way to avoid lines, using strategies such as arriving early or visiting during non-peak times. However, before investigating this topic, I had no idea there was a specific science behind the madness. Queuing models are important applications for predicting congestion in a…show more content…
(R. Cooper, 1981) My independent research will focus on call centers since I currently workin in one and because they utilize this application extensively. Call centers are the preferred way for many companies to communicate with their customers. The call center industry is vast, and rapidly expanding in terms of both workforce and economic scope. It is estimated that 3% of the U.S. and U.K. workforce is involved with call centers. In addition the call center industry enjoys a annual growth rate of 20% and, overall, more than half of the business transactions are conducted over the phone. (A. Mandelbaum, 2001) In basic models of call centers it is commonly assumed that the only parameters under the system manager's control are the number of trunks available (K + N) and the number of agents (N). In most contexts the cost of trunk lines is trivial compared to personnel costs, so in this paper we focus on staffing decisions (N), assuming that K = ∞ for modelling purposes. Thus busy signals are absent in the models to be considered. The classical M/M/N queueing model, also called the Erlang-C model, is obtained by further assuming Poisson arrivals, exponentially distributed service times and no abandonment. It is the model most often used in call center analysis. (O. Garnett, 2002) In probability theory, a Poisson process is a stochastic

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