Currently, students are complaining about the long waiting time during the service. The library management is thinking of adding two help desks and two new employees as the alternative to solve the problem. As the operation analyst, you were asked to evaluate the alternative solution's waiting time and compare it with the current system. The cost to set up each counter is RM 5,000, and the monthly payment for each new worker is RM 2,000.

Arrival rate: 15/3 = 5 students per hour

Service rate: 20 students per hour

Comparation between current system and alternative solution

U = Utilization of help desk server

L= Average number of students in the system

Lq= Average number of students waiting line in line

W= Average time a student spends in the system

Wq= Average time a student spends waiting in line

	U	L	Lq	W	Wq
Current system	0.75	3 students	2.25 students	0.2/12 min	0.15/9 min
Alternative Solution	0.25	0.33 student	0.08 student	0.07/1 min	0.07/4 min

What is the suggestion for this problem? Is it better to maintain with the current system, or to change to the alternative solution? Explain your answer.

- MANAGEMENT SCIENCE

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