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 7 th 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 customers 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 KendallLee notation for this system is:
M|M|1:GD||
Methodology
1
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:
(a) 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.
(b) Identical service facilities is served. (ordering and payment of food)
(c) No customer leaves the queue without being served.
(d) Infinite number of customers in queuing system. (i.e. there is no limit of queue capacity)
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.
Waiting Process
In this process, servers discipline is in concerned where First Come First Served is
practiced. Queuing time is calculated start from the time customer enters the queue until
the customer leaves the queue and enter the server.
Queuing time=The time when customer enter the server Arrival time
Server Process
The server which is Counter 1 in Wingzone and the customer who is ordering food at the
counter is involved in this process. Service time is determined when customer enters the
queue and start ordering for food until the customer receive the receipt from cashier and
leaves the counter.
Sevice time=DeparturetimeThe time when customer enter the server
Departure Process
Customer will received the receipt from the cashier and leaves the counter. Thus,
departure time of customer is taken.
Time
arrival to
the
System
Time
enter
server
Time
depart
from
server
Service
Time
Queuing
Time
Time
stayed in
system
Interarrival
time
18:22:50
18:22:50
18:27:37
00:04:47
00:00:00
00:04:47
00:05:08
3
2
3
4
5
6
7
8
9
1
0
1
1
1
2
1
3
1
4
1
5
1
6
1
7
1
8
1
9
2
0
2
1
2
2
2
3
2
4
2
5
18:27:58
18:37:13
18:41:38
18:41:50
18:47:17
18:49:16
18:50:17
18:54:29
18:27:58
18:37:13
18:41:38
18:44:35
18:48:00
18:49:16
18:50:17
18:54:29
18:30:16
18:38:45
18:44:31
18:47:55
18:49:14
18:50:15
18:51:39
18:57:26
00:02:18
00:01:32
00:02:53
00:03:20
00:01:14
00:00:59
00:01:22
00:02:57
00:00:00
00:00:00
00:00:00
00:02:45
00:00:43
00:00:00
00:00:00
00:00:00
00:02:18
00:01:32
00:02:53
00:06:05
00:01:57
00:00:59
00:01:22
00:02:57
00:09:15
00:04:25
00:00:12
00:05:27
00:01:59
00:01:01
00:04:12
00:02:05
18:56:34
18:57:38
19:00:12
00:02:34
00:01:04
00:03:38
00:00:00
18:56:34
19:00:14
19:01:15
00:01:01
00:03:40
00:04:41
00:04:36
19:01:10
19:01:17
19:03:35
00:02:18
00:00:07
00:02:25
00:00:00
19:01:10
19:03:36
19:04:40
00:01:04
00:02:26
00:03:30
00:01:24
19:02:34
19:04:41
19:07:53
00:03:12
00:02:07
00:05:19
00:08:46
19:11:20
19:11:20
19:13:30
00:02:10
00:00:00
00:02:10
00:00:55
19:12:15
19:13:32
19:14:58
00:01:26
00:01:17
00:02:43
00:01:07
19:13:22
19:15:00
19:16:38
00:01:38
00:01:38
00:03:16
00:03:51
19:17:13
19:17:13
19:20:40
00:03:27
00:00:00
00:03:27
00:02:48
19:20:01
19:20:43
19:21:45
00:01:02
00:00:42
00:01:44
00:02:33
19:22:34
19:22:34
19:26:02
00:03:28
00:00:00
00:03:28
00:04:36
19:27:10
19:27:10
19:30:40
00:03:30
00:00:00
00:03:30
00:00:05
19:27:15
19:30:42
19:34:31
00:03:49
00:03:27
00:07:16
00:01:08
19:28:23
19:34:33
19:36:02
00:01:29
00:06:10
00:07:39
00:08:14
19:36:37
19:36:37
19:40:17
00:03:40
00:00:00
00:03:40
00:10:08
19:46:45
19:46:45
19:47:30
00:00:45
00:00:00
00:00:45
00:00:15
2
6
2
7
2
8
2
9
3
0
3
1
3
2
3
3
3
4
3
5
3
6
3
7
3
8
3
9
4
0
4
1
4
2
4
3
4
4
4
5
19:47:00
19:47:33
19:49:28
00:01:55
00:00:33
00:02:28
00:00:45
19:47:45
19:49:30
19:51:30
00:02:00
00:01:45
00:03:45
00:00:00
19:47:45
19:51:32
19:54:49
00:03:17
00:03:47
00:07:04
00:01:35
19:49:20
19:54:50
19:56:04
00:01:14
00:05:30
00:06:44
00:06:13
19:55:33
19:56:05
19:59:25
00:03:20
00:00:32
00:03:52
00:03:12
19:58:45
19:59:27
20:03:35
00:04:08
00:00:42
00:04:50
00:09:32
20:08:17
20:08:17
20:10:27
00:02:10
00:00:00
00:02:10
00:02:00
20:10:17
20:10:29
20:15:01
00:04:32
00:00:12
00:04:44
00:11:13
20:21:30
20:21:30
20:23:45
00:02:15
00:00:00
00:02:15
00:00:00
20:21:30
20:23:47
20:24:58
00:01:11
00:02:17
00:03:28
00:05:35
20:27:05
20:27:05
20:29:56
00:02:51
00:00:00
00:02:51
00:04:41
20:31:46
20:31:46
20:34:05
00:02:19
00:00:00
00:02:19
00:08:57
20:40:43
20:40:43
20:44:25
00:03:42
00:00:00
00:03:42
00:08:15
20:48:58
20:48:58
20:50:16
00:01:18
00:00:00
00:01:18
00:14:28
21:03:26
21:03:26
21:05:44
00:02:18
00:00:00
00:02:18
00:00:00
21:03:26
21:05:45
21:07:21
00:01:36
00:02:19
00:03:55
00:02:37
21:06:03
21:07:23
21:10:45
00:03:22
00:01:20
00:04:42
00:12:34
21:18:37
21:18:37
21:20:12
00:01:35
00:00:00
00:01:35
00:00:00
21:18:37
21:20:14
21:21:58
00:01:44
00:01:37
00:03:21
00:05:56
21:24:33
21:24:33
21:26:18
00:01:45
00:00:00
00:01:45
00:01:05
5
4
6
4
7
4
8
21:25:38
21:26:23
21:29:51
00:03:28
00:00:45
00:04:13
00:11:33
21:37:11
21:37:11
21:39:26
00:02:15
00:00:00
00:02:15
00:09:14
21:46:25
21:46:25
21:48:47
00:02:22
00:00:00
00:02:22
00:00:00
TOTAL:
Facility Utilization
1
1
mean interarrival time
1
12215
48
1
mean service time
1
6872
48
Facility Utilization=
Areaunder Curve
Total period of observation
114.533
211
0.5428
%Utilization=0.5428 100
54.28
%Idle Time=1%Utilization
45.72 %
211
converted to 161.85 minutes
Ls =
0.7671
sample
Total time stay system
Ws=
161.85
48
3.3667
Lq =
min
47.42
221
0.2247
sample
Total queuingtime
W q=
47.42
48
0.9880 min
59 seconds
In summary,
a)
b)
c)
d)
e)
f)
10
Simulated Data
No
Interarrival
Time
Service
Time
Arrival
Time
Departure
Time
Wq
Ws
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
4.84
0.78
3.43
0.15
1.79
0.65
1.68
20.27
14.39
5.71
5.07
1.63
10.50
1.43
4.03
3.51
0.49
0.11
1.33
2.63
0.96
8.25
5.99
8.01
4.84
0.78
3.43
0.15
1.79
0.65
1.68
20.27
14.39
5.71
5.07
1.63
10.50
0.01
0.07
0.31
1.60
7.90
4.69
1.41
3.69
0.40
2.31
1.59
7.06
3.82
0.53
3.89
0.60
5.41
2.13
1.10
1.60
7.45
4.22
0.93
0.84
0.50
3.39
0.09
0.41
2.46
2.06
0.91
0.76
0.24
1.18
1.98
0.73
0.14
0
4.84
5.62
9.05
9.20
10.99
11.64
13.33
33.60
47.99
53.69
58.76
60.39
70.90
72.33
76.36
79.87
80.36
80.47
81.80
84.43
85.38
93.64
99.62
107.63
112.48
113.26
116.69
116.83
118.62
119.28
120.96
141.23
155.62
161.33
166.40
168.03
0.01
4.91
5.93
10.66
18.56
23.25
24.65
28.34
33.99
50.30
55.28
65.83
69.65
71.43
76.22
76.96
85.28
87.41
88.52
90.11
97.56
101.77
102.70
103.54
108.13
115.86
115.96
117.10
119.56
121.62
122.52
123.28
141.47
156.80
163.31
167.13
168.17
0.00
0.00
0.00
0.00
1.46
7.57
11.60
11.33
0.00
0.00
0.00
0.00
5.43
0.00
0.00
0.00
0.00
4.92
6.94
6.72
5.68
12.17
8.14
3.08
0.00
0.00
2.61
0.00
0.27
0.94
2.34
1.56
0.00
0.00
0.00
0.00
0.00
0.01
0.07
0.31
1.60
9.36
12.26
13.01
15.02
0.40
2.31
1.59
7.06
9.25
0.53
3.89
0.60
5.41
7.05
8.05
8.31
13.13
16.39
9.07
3.91
0.50
3.39
2.70
0.41
2.73
2.99
3.25
2.32
0.24
1.18
1.98
0.73
0.14
11
38
39
40
41
42
43
44
45
46
47
48
1.43
4.03
3.51
0.49
0.11
1.33
2.63
0.96
8.25
5.99
8.01
0.64
7.15
3.91
0.62
6.25
2.99
4.72
1.44
4.06
0.77
0.28
178.53
179.96
183.99
187.50
187.99
188.10
189.43
192.06
193.02
201.27
207.26
179.18
187.11
191.03
191.65
197.90
200.89
205.61
207.05
211.11
211.88
212.16
0.00
0.00
3.12
3.52
3.66
9.80
11.46
13.55
14.03
9.84
4.62
0.64
7.15
7.04
4.15
9.91
12.78
16.18
14.99
18.09
10.61
4.91
total
(min)
average
(min)
215.27
111.24
5031.71
5309.31
166.36
277.60
4.48
2.32
104.83
110.61
3.47
5.78
12
Lq
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Time (min)
= Ls Lq
= 1.3094 0.7847
= 0.5247
The expected waiting time in the system, Ws is 0.09633 hour (5.78 minutes).
The expected waiting time in the queue, Wq is 0.05783 hour (3.47 minutes).
The expected number of customers in the system, Ls is 1.3094 customers.
The expected number of customers in the queue, Lq is 0.7847 customer.
Percentage of facility utilization of simulation model is 52.47%.
Percentage of idle time is 47.53%.
When
= /
14.165
25.1455
0.5633
Ls=/(1 )
0.5633
( 10.5633 )
1.2899
2 / ( 1 )
Lq =
0.56332
(10.5633)
0.7266
Ws = Ls/
1.2899
14.165
0.091062 h our
5.464 minutes
15
Wq= Lq/
0.7266
14.165
0.051295 h our
3.078 minutes
c =Ls Lq=
0.5633
% Utilization = c /c100
0.5633100
56.33
Based on the calculation which using the standard formula, it is observed that:
a) The expected number of customer in the system is about 1.286 customers.
b) The length of queue is about 0.7232 which is approximate to 1 customer.
c) The waiting time in the system is 5.4522 minutes.
16
Comparison of Data
Factor
Ls
Lq
Ws (minutes)
Wq (minutes)
%Utilization
%Idle
Collected Data
0.7671
0.2247
3.3667
0.9880
54.28
45.72
Simulated Data
1.3094
0.7847
5.78
3.47
52.47
47.53
Theoretical Data
1.2899
0.7266
5.464
3.078
56.33
44.67
17
group) and they placed their orders individually. This implies that queue was built up in a short
time and long queuing time was recorded. This could be seen in the graph (Queue Length at
Time) which data has shown in a form of impulse. Another reason that could cause result error is
the customer behavior. Most of the time queue length is short that incoming customers tend to
enter system after queue length is shown empty. Meanwhile, they got themselves on seats instead
of entering system to place order.
Next factor that causes the differences between collected data and simulated data is due
to the data was collected at dinner hour (6pm onwards) which was considered a combination of
peak hour(6pm to 8pm plus) and off peak hour (9pm onwards). This was shown in the graph
(Facility Utilization) that server was relatively busy in the first two hours than the following hour
(9pm onwards).
In conclusion, observations were analyzed clearly and useful information was extracted
in this project. The performance measures of the system were also evaluated successfully.
Besides that, both a queue model and a simulation model of the system for prediction were also
constructed. Therefore, we were able to measure, analyze and model a real queuing system.
18