Rapid Modeling of Express Line Systems for Improving Waiting Processes

Abstract

In time-based competition, one of the main management objectives in services is to decrease customers’ waiting. Accordingly, search for designs of queuing systems which reduce waiting has become a major concern of managers. A frequently used solution is the application of express lines. The operation of express line systems can be optimized based on different objective functions. The minimization of average waiting time and the reduction of the variance of waiting times are the classical objectives for operation managers. According to perception management, however, the perceived waiting times and satisfaction generated by waiting should be considered as well. To analyze the effects of different management objectives on the operation of express line systems, a numerical and a simulation model were developed. The study of a superstore shows that the rapid numerical model and the time-consuming simulation model provide the same result when the parameter values ensuring optimal operation must be determined. Consequently, in these problems, simulation can be substituted efficiently by rapid modeling.