1. Average arrival rate of customers now has reached 20 per hour and FRANCE must increase the...
Question:
1. Average arrival rate of customers now has reached 20 per hour and FRANCE must increase the capacity of its check-in system. Based on a customer survey, $15 per hour is considered the opportunity cost of waiting in queue. Clerks are paid $10 per hour and still process a passenger in four minutes. Evaluate the following check-in system alternatives to find the least expensive arrangement using total hourly costs of clerks and customers waiting in queue. Assume that the average service time of the single clerk remains unchanged at 4 minutes. Also, please remember that the formula for total cost is: TC = Cs*C + Cw*Lq
First, consider a multiple queue configuration with two separate waiting lines and no customer jockeying. Assume demand is equally divided among the two clerks.
A. The Waiting time in Queue (in hours) for each of the two lines is:
B. Instead of adding an additional server, consider adding one self-serve ATM (Automatic Ticketing Machine) with constant service time of three minutes to help a single clerk. Assume demand is equally divided between the single clerk and the ATM. What is the average length of the Waiting Line for the ATM?
C. Finally, consider a single queue arrangement with two clerks working independently. What is the average length of this single queue? What is the total hourly cost of this arrangement?
Service Management Operations Strategy Information Technology
ISBN: 978-0077841201
8th edition
Authors: James Fitzsimmons, Mona Fitzsimmons, Sanjeev Bordoloi