Design and operation of the waiting lines in a service center

• Main Author: Chen, Jingyang.
• Other Authors: Chang Seok Ho
• Format: Final Year Project
• Language: English
• Published: 2009
• Subjects: DRNTU::Engineering::Industrial engineering::Operations research
• Online Access: http://hdl.handle.net/10356/16206
• Institution: Nanyang Technological University

In this study, we consider the design and operation of the queuing system of the Housing Development Board of Singapore. The purpose of this study is to present the modeling and performance analysis of the system based on Queueing Theory approach. The author models the system as a multi-sever Markovian queue with a finite buffer. The data were collected and the parameters such as the mean arrival rate and mean service rate are estimated. Data provided from research consists of a summary of the total number of customers served daily and the total service time for each day. The author investigated the optimal buffer allocation problem for HDB’s queuing system and found that the loss probability is too low. This means the system is still being underutilized and that more improvements can be made like increasing the number of servers. More research and a longer time period of data should be provided to get a more accurate assessment. As there is also a seasonal pattern to the data due to volatile economic changes, a year or more worth of data should be collected so that optimization can be done for forecasting any changes in the market like a crash or boom.