OBJECTIVE: PLEASE HELP GUIDE ME THROUGH THE FINDINGS AND CONCLUSION

1) create a summary table containing the data for of each of the plans - including Model used to evaluate, value of lambda and value of mu)

2) Determine the performance measures (eg. average amount of time that a guest spends checking-in, etc.) under each of the stated plans. HINT: for Plans with multiple "systems" (eg. 33.33% corporate customers, 66.67% regular customers) sum total customers waiting and calculate a weighted average time

3) Compare the various plans using relevant performance measures (time spent waiting in line / in system, number of guests waiting in line / in system, probability that a customer will need to wait to be served, etc.). You should include a summary table of for the performance measures for each plan

Here is the information CASE STUDY: Waiting Lines (Queuing)

The Sky Club Hotel

Alexandra Marcus, manager of the Sky Club Hotel, has requested your assistance on a queuing issue to improve the guest service at the hotel. Alexandra Marcus is considering how to restructure the front desk to reach an optimal level of staff efficiency and guest service. Observation of arrivals during the peak check-in time of 3:00PM to 5:00PM shows that an average of80guests arrive each hour. It takes an average of 3 minutes for the front-desk clerk to register each guest.

CURRENT: At present, the hotel has five clerks on duty, each with a separate waiting line.

Ms. Marcus is considering three plans for improving guest service by reducing the length of time that guests spend waiting in line.

PLAN 1.The first proposal would designate one employee as a quick-service clerk for guests registering under corporate accounts, a market segment that fills about30%of all occupied rooms. Because corporate guests are preregistered, the registration takes just 2 minutes. With these guests separated from the rest of the clientele, the average time for registering a typical guest would climb to 3.4 minutes. Under this plan non-corporate guests would choose any of the remaining four lines.

PLAN 2.The second plan is to implement a single-line system. All guests could form a single waiting line to be served by whichever of five clerks became available. This option would require sufficient lobby space for what could be a substantial queue.

PLAN 3.The use of a self-service kiosk for check-ins is the basis for the third proposal. This kiosk would provide about the same service rate as would a clerk, however, since check-ins are automated the service time would be a constant 3 minutes. Because initial use of this technology is minimal, Alexandra estimates that20%of customers, primarily frequent guests, would be willing to use this machine - hopefully this percent will increase in the future. Alexandra would set-up a single queue for customers who prefer human check-in clerks (the remaining 80% of the customers). This line would be served by only four clerks, because of the space requirement for the ATM and the extra expense of the technology.

PLAN 4. A better suggestion one could come up with?

A B C D E F G H Model A Model B Model C 2 lambda 5 S=1 5=1 531 mu 10 exponential constant exponential 4 S 1 service time service time service time n 6 r 0.500 0.500 0.500 rho 0.500 0.500 0.500 8 9 La 0.500 0.250 0.500 10 L 1.000 0.750 1.000 11 Wa 0.100 0.050 0.100 12 W 0.200 0. 150 0.200 13 14 Po 0.500 0.500 0.500 15 Pn 0.250 0.250 n/a 16 Pen 0.969 0.969 n/a 17