Queuing Model Case Study- Wing Zone

Introduction

Wing Zone is an Atlanta-based American restaurant chain that specializes in deep fried food products and sandwiches. Wing Zone restaurant which is located in Taman Bandar Baru, Kampar is chosen to be the location to conduct this study. The collection of data is done on 7th of March 2014, starting from 6.20pm to 9.50pm which is approximately 3 hours and 30 minutes. During the study, there is only one server (Counter 1) was opened. A total of 52 data were collected during the three and a half hour period. When there were a group of people arrived in the queue and order in the same receipt, we assumed that there was only one customer. Moreover, the Wing Zone system practiced to deliver their customer’s food to the table after payment is done.

The customers were served on First Come First Served (FCFS) basis. The inter-arrival time of Wing Zone is assumed to be exponential distribution and the service time for cashier to collect ordering and received payment is also exponentially distributed. Additionally, both the capacity for the system and potential customers for the system are unlimited. Thus, the Kendall-Lee notation for this system is:

M | M | 1 : G D | ∞ | ∞

Methodology

Queuing system is a term used to indicate a collection of servers that provide services to waiting lines of customers. In this study, the Kendall-Lee model notation that represents the system is M/M/1:GD/∞/∞. Wing Zone practices a single waiting line and a single server during the collection of data period. All customers are served in FCFS (First Come First Served) basis. For such a model the following assumptions are made:

1. Service time is exponentially distributed.

The length of time between arrivals and departures contain the queuing time and service time. Thus, the service time is exponentially distributed.

1. Identical service facilities is served. (ordering and payment of food)
2. No customer leaves the queue without being served.
3. Infinite number of customers in queuing system. (i.e. there is no limit of queue capacity)

Queuing System in Wing Zone

[pic 1]

Figure 1: Single Stage Queuing Model with Single-Queue and Single-Server

There are several sub-processes are distinguished from this model which are

• Arrival Process

Arrival time is recorded once the customer enter the restaurant and enter the queue in front of the counter which is the server. This process goes from event to event, i.e. the event “customer arrives” puts the customer in a queue and at the same time schedules the event “next customer arrives”. Inter-arrival time is calculated based on the deduction of the selected arrival time with the previous arrival time.