engleski

Impact of Service Place Specialization on the Efficiency of the Queuing System Functioning

This paper analyses the impact of service place specialization on efficiency of the queuing system operation. Using the queuing theory, it was proved that introducing service place specialization is only justified if the service rate of specialized service places is greater than those in multipurpose places. Specialization index has been introduced, showing the increase required of service rate, i.e., it is used to calculate the minimal capacity of specialized service places where the average number of customers in the queue and average time a customer spends in the queue will equal to the multipurpose service places. The method presented is useful in planning and organizing queuing system operation and it represents the basis when making decision as to whether to organize as specialized or multipurpose service place system. The results of analysis of the service place specialization impact are illustrated through example of actual organization of a counter service.

queuing theory; service place specialization; specialization index; counter service

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