END SEMESTER REPORT

[MED310], SEMESTER II 2009-2010

To study various theoretical applications of applied

probability model and to prepare an optimum queueing
model for a bank.

Mayank Kakodkar
2007ME10496
Abhishek Kr Singh
2007ME10469

Supervisor:
Prof. Kiran Seth

Examiner:
Prof. Arun Kanda
Department of Mechanical Engineering
IITD

Abstract
In this project, the emphasis was on to study applied probability models and their
various theoretical and practical applications. Different sections of probability like
random variables, conditional probability, distributions, Markov chains, Queuing etc
were thoroughly studied and their various applications were both mathematically
and intuitively analyzed. Finally, as a part of the project, an optimum queuing model
for bank was developed to reduce waiting time of customer and to improve, overall,
efficiency of banking services.

Contents
Abstract...................................................................................................................... 0
List of Figures............................................................................................................. 3
List of Tables............................................................................................................... 4
Chapter 1 Literature review and scope of the work:...................................................5
Theory of Queuing Systems.................................................................................... 6
Chapter 2 LEARNING METHODOLOGY FOLLOWED:...................................................10
Chapter 3 Data collection and related calculations..................................................12
For counter no 1:................................................................................................... 19
For counter no 2:................................................................................................... 19
Chapter 4 Suggested modification........................................................................... 19
Chapter 5 Results and discussion:............................................................................22

List of Figures
Figure 1-1: elements of a single queue queuing system............................................7
Figure 3-1: Histogram of inter-arrival times of customers........................................13
Figure 3-2: Plot of observed and expected distribution of inter-arrival times...........14
Figure 3-3: Histogram of service times at counter no. 1...........................................15
Figure 3-4: Plot of observed and expected distribution of service times at counter
no. 1......................................................................................................................... 16
Figure 3-5: Histogram of service times at counter no. 2...........................................17
Figure 3-6: Plot of observed and expected distribution of service times at counter
no. 2......................................................................................................................... 18
Figure 3-7: Congestion distribution at Bank..............................................................18
Figure 4-1: Suggested arrangement.........................................................................19
Figure 4-2: Plot of service times for one M/G/2 queue..............................................20
Figure 4-3: Plot of observed and expected distribution of service times for one M/G/2
queue....................................................................................................................... 21

List of Tables
Table 3-1: Descriptive statistics of inter-arrival times of customers.........................12
Table 3-2: Frequency table of inter-arrival times of customers.................................12
Table 3-3: Summary of observed and expected distribution of inter-arrival times....13
Table 3-4: Descriptive statistics of service times at counter no. 1............................14
Table 3-5: Frequency table of service times at counter no. 1...................................14
Table 3-6: Summary of observed and expected distribution of service times at
counter no. 1............................................................................................................ 15
Table 3-7: Descriptive statistics of service times at counter no. 2............................16
Table 3-8: Frequency table of service times at counter no. 2...................................16
Table 3-9: Summary of observed and expected distribution of service times at
counter no. 2............................................................................................................ 17
Table 4-1: Descriptive statistics of service times for one M/G/2 queue.....................20
Table 4-2: Frequency table of service times for one M/G/2 queue............................20
Table 4-3: Summary of observed and expected distribution of service times for one
M/G/2 queue............................................................................................................. 21

Chapter 1 Introduction with objective

This mini project was intended as an exhaustive study of different daily life
application of applied probability models and stochastic processes and to further
apply concepts learned to some core industrial problems. Hence we started out by
studying basic rudimentary concepts of probability distributions and solved
problems related to random variables, conditional probability, distributions, Markov
chains, Queuing etc. Later we applied these concepts to the bank server model by
taking the Canara bank extension counter at IIT Delhi.

Chapter 2 Literature review and scope of the work:

The book Introduction to probability models by Sheldon M. Ross was
exclusively referred to covering intensively its first six chapters. Following topics
were thoroughly covered:

Introduction to probability theory, sample space and events, conditional

probability, Bayes formula
Random Variables- discrete, continuous ( Bernoulli, binomial, geometric,
Poisson, normal, exponential), expectation, jointly distributed random
variables, moment generating function
Conditional probability- discrete and continuous, some applications etc.
Markov chain, Chapman- Kolmogorov equations, classification of states,
limiting probabilities, various applications of Markov chain etc.
Exponential distribution and Poisson process-distributions
Continuous time Markov chain birth and death process, application to
queuing theory etc.

The various problems to be solved as exercised were solved and its various intuitive
solutions were stressed upon. Also, applications of each theoretical problem in
similar practical problems prevailing in industry were discuswsed with supervisor.
Finally, as a part of this project, an optimum queueing model for Canara bank
was developed using application of queueing theory and various changes to be
done to improve efficacy of the bank applications were recommended.

Theory of Queuing Systems

Figure 2-1 shows the elements of a single queue queuing system:

Figure 2-1: elements of a single queue queuing system

Population of Customers can be considered either limited (closed systems) or

unlimited (open systems). Unlimited population represents a theoretical model of
systems with a large number of possible customers (a bank on a busy street, a
motorway petrol station). Example of a limited population may be a number of
processes to be run (served) by a computer or a certain number of machines to be
repaired by a service man. It is necessary to take the term "customer" very
generally. Customers may be people, machines of various nature, computer
processes, telephone calls, etc.
Arrival defines the way customers enter the system. Mostly the arrivals are random
with random intervals between two adjacent arrivals. Typically the arrival is
described by a random distribution of intervals also called Arrival Pattern.
Queue represents a certain number of customers waiting for service (of course the
queue may be empty). Typically the customer being served is considered not to be
in the queue. Sometimes the customers form a queue literally (people waiting in a
line for a bank teller). Sometimes the queue is an abstraction (planes waiting for a
runway to land). There are two important properties of a queue: Maximum Size and
Queuing Discipline.
Maximum Queue Size (also called System capacity) is the maximum number of
customers that may wait in the queue (plus the one(s) being served). Queue is
always limited, but some theoretical models assume an unlimited queue length. If
the queue length is limited, some customers are forced to renounce without being
served.
Queuing Discipline represents the way the queue is organised (rules of inserting and
removing customers to/from the queue). There are these ways:
1) FIFO (First In First Out) also called FCFS (First Come First Serve) - orderly queue.
2) LIFO (Last In First Out) also called LCFS (Last Come First Serve) - stack.

8
3) SIRO (Serve In Random Order).
4) Priority Queue that may be viewed as a number of queues for various priorities.
5) Many other more complex queuing methods that typically change the customers
position in the queue according to the time spent already in the queue, expected
service duration, and/or priority. These methods are typical for computer multiaccess systems.
Most quantitative parameters (like average queue length, average time spent in the
system) do not depend on the queuing discipline. Thats why most models either do
not take the queuing discipline into account at all or assume the normal FIFO queue.
In fact the only parameter that depends on the queuing discipline is the variance (or
standard deviation) of the waiting time. There is this important rule (that may be
used for example to verify results of a simulation experiment):
The two extreme values of the waiting time variance are for the FIFO queue
(minimum) and the LIFO queue (maximum).
Theoretical models (without priorities) assume only one queue. This is not
considered as a limiting factor because practical systems with more queues (bank
with several tellers with separate queues) may be viewed as a system with one
queue, because the customers always select the shortest queue. Of course, it is
assumed that the customers leave after being served. Systems with more queues
(and more servers) where the customers may be served more times are called
Queuing Networks.
Service represents some activity that takes time and that the customers are
waiting for. Again take it very generally. It may be a real service carried on persons
or machines, but it may be a CPU time slice, connection created for a telephone call,
being shot down for an enemy plane, etc. Typically a service takes random time.
Theoretical models are based on random distribution of service duration also called
Service Pattern. Another important parameter is the number of servers. Systems
with one server only are called Single Channel Systems, systems with more servers
are called Multi Channel Systems.
Output represents the way customers leave the system. Output is mostly ignored
by theoretical models, but sometimes the customers leaving the server enter the
queue again ("round robin" time-sharing systems).
Queuing Theory is a collection of mathematical models of various queuing
systems that take as inputs parameters of the above elements and that provide
quantitative parameters describing the system performance.
Because of random nature of the processes involved the queuing theory is rather
demanding and all models are based on very strong assumptions (not always

9
satisfied in practice). Many systems (especially queuing networks) are not soluble at
all, so the only technique that may be applied is simulation.
Nevertheless queuing systems are practically very important because of the typical
trade-off between the various costs of providing service and the costs associated
with waiting for the service (or leaving the system without being served). High
quality fast service is expensive, but costs caused by customers waiting in the
queue are minimum. On the other hand long queues may cost a lot because
customers (machines e.g.) do not work while waiting in the queue or customers
leave because of long queues. So a typical problem is to find an optimum system
configuration (e.g. the optimum number of servers). The solution may be found by
applying queuing theory or by simulation.

Classification of Queuing Systems

The Kendall classification of queuing systems (1953) exists in several modifications.
The most comprehensive classification uses 6 symbols:
A/B/s/q/c/p
where:
A is the arrival pattern (distribution of intervals between arrivals).
B is the service pattern (distribution of service duration).
s is the number of servers.
q is the queuing discipline (FIFO, LIFO, ...). Omitted for FIFO or if not specified.
c is the system capacity. Omitted for unlimited queues.
p is the population size (number of possible customers). Omitted for open systems.
These symbols are used for arrival and service patterns:
M is the Poisson (Markovian) process with exponential distribution of intervals or
service duration respectively.
Em is the Erlang distribution of intervals or service duration.
D is the symbol for deterministic (known) arrivals and constant service duration.
G is a general (any) distribution.
GI is a general (any) distribution with independent random values.

10
Examples:
D/M/1 = Deterministic (known) input, one exponential server, one unlimited FIFO or
unspecified queue, unlimited customer population.
M/G/3/20 = Poisson input, three servers with any distribution, maximum number of
customers 20, unlimited customer population.
D/M/1/LIFO/10/50 = Deterministic arrivals, one exponential server, queue is a stack
of the maximum size 9, total number of customers 50.

Chapter 3 Learning Methodology Followed:

Each topic to be studied was thoroughly covered from book Introduction to

probability models Theories relating to topic were studied in detail, various
solved examples were addressed in detail i.e. both mathematical and
intuitive aspects of each problem were analyzed.
Various exercises given after the end of chapter were solved and again, both
mathematical and intuitive aspects of each problem were analyzed.
This process was followed for all the topics discussed in literature review and
thus, a exhaustive coverage and thorough understanding of different topics of
probability was build upon.
Finally, an optimum queuing model for Canara bank was developed
using application of queuing theory and various changes to be done to
improve efficacy of the bank applications were recommended.

Activities
Study of
Applied
probability
and queuing
models
Data
collection
Data
Analysis and
development
of
appropriate
queuing
models
Evaluation of
model
Report

January

Year 2010
February
March

April

11
writing
Table 3-1: Gantt Chart

12

Chapter 4 Data collection and related calculations

A stopwatch study was done and the objective of the latter was to find out the
various attributes of the working of the queuing system of the banks such as the
underlying probability distributions of the inter arrival times and service times for
each counter to serve a single consumer.
The software used for the said work was Statistica 8.0, by StatSoft Inc.
Table 4-2 shows the descriptive statistics and Table 4-3 shows the frequency table
of inter arrival times of customers. Let E[t] is the mean inter-arrival time of a
customer and is the mean arrival rate of the customers then, from Table 4-2:

Variable
inter-arrival time

1
1
=
=0.658 customers per minute
E [t ] 87.5

Descriptive Statistics (int data)

Valid N
Mean
Minimum
189
87.5
1.00

Maximum
350

Std.Dev.
81.4

Table 4-2: Descriptive statistics of inter-arrival times of customers

Category
-50.0000<x<=0.000000
0.000000<x<=50.00000
50.00000<x<=100.0000
100.0000<x<=150.0000
150.0000<x<=200.0000
200.0000<x<=250.0000
250.0000<x<=300.0000
300.0000<x<=350.0000
Missing

Frequency table: inter-arrival time (int data)

K-S d=.14921, p<.01 ; Lilliefors p<.01
Count Cumulative Percent Cumul % % of all
Count
of Valid of Valid
Cases
0
0
0.0
0
0.0
80
80
42.3
42
42.3
51
131
27.0
69
27.0
19
150
10.1
79
10.1
15
165
7.9
87
7.9
14
179
7.4
95
7.4
5
184
2.6
97
2.6
5
189
2.6
100
2.6
0
189
0.0
0.0

Table 4-3: Frequency table of inter-arrival times of customers

Cumulative %
of All
0
42
69
79
87
95
97
100
100

13

Histogram: inter-arrival tim e

K-S d=.14921, p<.01 ; Lil iefors p<.01
Expected Normal
90
80
70

No. of obs.

60
50
40
30
20
10
0

-50

50

100

150

200

250

300

350

X <= Category Boundary

Figure 4-2: Histogram of inter-arrival times of customers

Figure 4-2 shows the Histogram of inter-arrival times of customers. The line shows
the expected inter arrival time of the customers.
Variable: inter-arrival time, Distribution: Exponential (int data)
Chi-Square = 12.68854, df = 7 (adjusted) , p = 0.08007
Upper
Observed Cumulative
Percent Cumul. % Expected
Boundary
Frequency
Observed
Observed Observed Frequency
<= 30.00000
57
57
30.2
30
54.8
60.00000
34
91
18.0
48
38.9
90.00000
34
125
18.0
66
27.6
120.00000
16
141
8.5
75
19.6
150.00000
9
150
4.8
79
13.9
180.00000
7
157
3.7
83
9.9
210.00000
14
171
7.4
90
7.0
240.00000
7
178
3.7
94
5.0
270.00000
3
181
1.6
96
3.5
300.00000
3
184
1.6
97
2.5
330.00000
3
187
1.6
99
1.8
< Infinity
2
189
1.1
100
4.4

Cumulative
Expected
55
94
121
141
155
165
172
177
180
183
185
189

Percent Cumul. % ObservedExpected Expected Expected

15.4
29
2.2
10.9
50
-4.9
7.7
64
6.4
5.5
75
-3.6
3.9
82
-4.9
2.8
87
-2.9
2.0
91
7.0
1.4
94
2.0
1.0
95
-0.5
0.7
97
0.5
0.5
98
1.2
1.2
100
-2.4

Table 4-4: Summary of observed and expected distribution of inter-arrival times

Table 4-4 shows the Summary of observed and expected distribution of inter-arrival
times of the customers and Figure 4-3: Plot of observed and expected distribution of
inter-arrival times. The line shows the expected distribution.

14

Variable: inter-arrival tim e, Distribution: Exponential

Chi-Square test = 12.68854, df = 7 (adjusted) , p = 0.08007
70

60

No. of observations

50

40

30

20

10

30

60

90

120

150

180

210

240

270

300

330

360

Category (upper lim its)

Figure 4-3: Plot of observed and expected distribution of inter-arrival times

Table 4-5: Descriptive statistics of service times at counter no. 1 Table 4-6:
Frequency table of service times at counter no. 1.

Descriptive Statistics (queue1 data)

Variable Valid N
Mean
Minimum Maximum
queue1
193
122
6.0
299

Std.Dev.
54

Table 4-5: Descriptive statistics of service times at counter no. 1

Category
-50.0000<x<=0.000000
0.000000<x<=50.00000
50.00000<x<=100.0000
100.0000<x<=150.0000
150.0000<x<=200.0000
200.0000<x<=250.0000
250.0000<x<=300.0000
Missing

Frequency table: queue1 (queue1 data)

K-S d=.06589, p> .20; Lilliefors p<.05
Count Cumulative Percent Cumul %
Count
of Valid of Valid
0
0
0.0
0
17
17
8.8
9
45
62
23.3
32
82
144
42.5
75
34
178
17.6
92
10
188
5.2
97
5
193
2.6
100
0
193
0.0

% of all
Cases
0.0
8.8
23.3
42.5
17.6
5.2
2.6
0.0

Cumulative %
of All
0
9
32
75
92
97
100
100

Table 4-6: Frequency table of service times at counter no. 1

Figure 4-4: Histogram of service times at counter no. 1. And Table 4-7: Summary of
observed and expected distribution of service times at counter no. 1
Let E[t1] is the mean service time of a customer and 1 is the mean service rate.
Then from Table 4-5:

15

1=

1
1
=
=0.491 customers per minute
E[t 1 ] 122

Histogram: queue1
K-S d=.06589, p> .20; Lil iefors p<.05
Expected Normal
100
90
80

No. of obs.

70
60
50
40
30
20
10
0

-50

50

100

150

200

250

300

X <= Category Boundary

Figure 4-4: Histogram of service times at counter no. 1

Variable: queue1, Distribution: Normal (queue1 data)

Chi-Square = 12.09103, df = 5 (adjusted) , p = 0.03356
Upper
Observed Cumulative
Percent Cumul. % Expected
Boundary
Frequency
Observed
Observed Observed Frequency
<= 30.00000
7
7
3.6
4
8.5
60.00000
16
23
8.3
12
15.7
90.00000
26
49
13.5
25
29.2
120.00000
51
100
26.4
52
40.2
150.00000
44
144
22.8
75
41.0
180.00000
30
174
15.5
90
31.0
210.00000
6
180
3.1
93
17.3
240.00000
5
185
2.6
96
7.2
270.00000
6
191
3.1
99
2.2
< Infinity
2
193
1.0
100
0.6

Cumulative
Expected
9
24
53
94
135
166
183
190
192
193

Percent Cumul. % ObservedExpected Expected Expected

4.4
4
-2
8.1
13
0
15.1
28
-3
20.9
49
11
21.3
70
3
16.1
86
-1
9.0
95
-11
3.7
99
-2
1.1
100
4
0.3
100
1

Table 4-7: Summary of observed and expected distribution of service times at counter no. 1
Figure 4-5: Plot of observed and expected distribution of service times at counter no.
1.

16

Variable: queue1, Distribution: Normal

Chi-Square test = 12.09103, df = 5 (adjusted) , p = 0.03356
60

50

No. of observations

40

30

20

10

30

60

90

120

150

180

210

240

270

300

Category (upper lim its)

Figure 4-5: Plot of observed and expected distribution of service times at counter no. 1

Descriptive Statistics (queue 2 data)

Variable Valid N
Mean
Minimum Maximum
queue2
80
238.4
11.00
574.0

Std.Dev.
122.8

Table 4-8: Descriptive statistics of service times at counter no. 2

Category
-100.000<x<=0.000000
0.000000<x<=100.0000
100.0000<x<=200.0000
200.0000<x<=300.0000
300.0000<x<=400.0000
400.0000<x<=500.0000
500.0000<x<=600.0000
Missing

Frequency table: queue2 (queue 2 data)

K-S d=.12347, p<.20 ; Lilliefors p<.01
Count Cumulative Percent Cumul %
Count
of Valid of Valid
0
0
0.0
0
8
8
10.0
10
26
34
32.5
43
28
62
35.0
78
10
72
12.5
90
3
75
3.8
94
5
80
6.3
100
0
80
0.0

% of all
Cases
0.0
10.0
32.5
35.0
12.5
3.8
6.3
0.0

Cumulative %
of All
0
10
43
78
90
94
100
100

Table 4-9: Frequency table of service times at counter no. 2

Table 4-8: Descriptive statistics of service times at counter no. 2
Frequency table of service times at counter no. 2

and Table 4-9:

Let E[t2] is the mean service time of a customer and 2 is the mean service rate.
Then from Table 4-5:

2=

1
1
=
=0.252 customers per minute
E[t 2] 238.4

17
Figure 4-6: Histogram of service times at counter no. 2 and Table 4-10: Summary of
observed and expected distribution of service times at counter no. 2. Figure 4-7:
Plot of observed and expected distribution of service times at counter no. 2.
Histogram: queue2
K-S d=.12347, p<.20 ; Lil iefors p<.01
Expected Normal
35

30

No. of obs.

25

20

15

10

-100

100

200

300

400

500

600

X <= Category Boundary

Figure 4-6: Histogram of service times at counter no. 2

Variable: queue2, Distribution: Normal (queue 2 data)

Chi-Square = 9.36804, df = 5 (adjusted) , p = 0.09525
Upper
Observed Cumulative
Percent Cumul. % Expected
Boundary
Frequency
Observed
Observed Observed Frequency
<= 60.00000
4
4
5.00
5.0
5.86
120.00000
7
11
8.75
13.8
7.55
180.00000
16
27
20.00
33.8
11.98
240.00000
22
49
27.50
61.3
15.04
300.00000
13
62
16.25
77.5
14.94
360.00000
6
68
7.50
85.0
11.75
420.00000
5
73
6.25
91.3
7.31
480.00000
2
75
2.50
93.8
3.60
540.00000
2
77
2.50
96.3
1.40
< Infinity
3
80
3.75
100.0
0.56

Cumulative
Expected
5.86
13.41
25.39
40.43
55.37
67.12
74.43
78.04
79.44
80.00

Percent Cumul. % Observed

Expected Expected Expected
7.32
7.3
-1.86
9.44
16.8
-0.55
14.97
31.7
4.02
18.80
50.5
6.96
18.68
69.2
-1.94
14.69
83.9
-5.75
9.14
93.0
-2.31
4.50
97.5
-1.60
1.75
99.3
0.60
0.70
100.0
2.44

Table 4-10: Summary of observed and expected distribution of service times at counter no.
2

18

Variable: queue2, Distribution: Normal

Chi-Square test = 9.36804, df = 5 (adjusted) , p = 0.09525
25

No. of observations

20

15

10

60

120

180

240

300

360

420

480

540

600

Category (upper lim its)

Figure 4-7: Plot of observed and expected distribution of service times at counter no. 2

Figure 4-8: Congestion distribution at Bank

Figure 4-8: Congestion distribution at Bank, it indicates that about 29% people come
for withdrawal and depositing cash whereas rest of the people visit bank primarily
for passbook updating, draft, buying forms etc.
Let

1= mean arrival rate of customers at counter no 1.

2= mean arrival rate of customers at counter no 1.

From Table 4-2 we have =0.658 customers per minute

Hence,
1=0.658*0.7069= 0.4651 customers per minute
2=0.658 *0.294 = 0.1928 customers per minute

19

For counter no 1:
1= 0.4651 customers per minute
E[t1] =121.96 sec
12 E [ t 21 ]
Average queue length , L1=
=9.778 customers
2 ( 11 E [ t 1 ] )

Waiting time for customer=

L1
=21.02 min
1

Total time spent by customer for getting served at counter no 1 =23.94 min

For counter no 2:
2= 0.2262 customers per minute
E2 (t) =238.3625 sec
2
2
2 E [t 2]
Average queue length , L2=
=5.0141 customers
2 ( 12 E [ t 2 ] )

Waiting time for customer=

L2
=22.10 min
2

Total time spent by customer for getting served at counter no 2 =26.02 min

Chapter 5 Suggested modification

Common queue for both counter and each counter capable of
performing every task

20

Figure 5-9: Suggested arrangement

For case of M/G/2 the Table 5-11: Descriptive statistics of service times for
one M/G/2 queue and consequently Table 5-12: Frequency table of service times
for one M/G/2 queue and Figure 5-10: Plot of service times for one M/G/2 queue.
From Table 5-11

3=

1
1
=
=0.384 customers per minute
E[t 3] 156

Descriptive Statistics (combined data)

Variable Valid N
Mean
Minimum Maximum
MG2
273
156
6.0
574

Std.Dev.
96

Table 5-11: Descriptive statistics of service times for one M/G/2 queue

Category
-100.000<x<=0.000000
0.000000<x<=100.0000
100.0000<x<=200.0000
200.0000<x<=300.0000
300.0000<x<=400.0000
400.0000<x<=500.0000
500.0000<x<=600.0000
Missing

Frequency table: MG2 (combined data)

K-S d=.13808, p<.01 ; Lilliefors p<.01
Count Cumulative Percent Cumul %
Count
of Valid of Valid
0
0
0.0
0
70
70
25.6
26
142
212
52.0
78
43
255
15.8
93
10
265
3.7
97
3
268
1.1
98
5
273
1.8
100
0
273
0.0

% of all
Cases
0.0
25.6
52.0
15.8
3.7
1.1
1.8
0.0

Table 5-12: Frequency table of service times for one M/G/2 queue

Cumulative %
of All
0
26
78
93
97
98
100
100

21

Histogram: MG2
K-S d=.13808, p<.01 ; Lil iefors p<.01
Expected Normal
160
140
120

No. of obs.

100
80
60
40
20
0

-100

100

200

300

400

500

600

X <= Category Boundary

Figure 5-10: Plot of service times for one M/G/2 queue

Variable: MG2, Distribution: Normal (combined data)
Chi-Square = 74.46970, df = 11 (adjusted) , p = 0.00000
Upper
Observed Cumulative
Percent Cumul. % Expected Cumulative
Percent Cumul. % ObservedBoundary
Frequency
Observed
Observed Observed Frequency
Expected Expected Expected Expected
<= -30.00000
0
0
0.0
0
7.2
7
2.7
3
-7
0.00000
0
0
0.0
0
7.0
14
2.6
5
-7
30.00000
8
8
2.9
3
11.6
26
4.3
10
-4
60.00000
19
27
7.0
10
17.5
43
6.4
16
2
90.00000
29
56
10.6
21
23.8
67
8.7
25
5
120.00000
55
111
20.1
41
29.4
97
10.8
35
26
150.00000
50
161
18.3
59
33.0
130
12.1
47
17
180.00000
40
201
14.7
74
33.7
163
12.3
60
6
210.00000
19
220
7.0
81
31.2
194
11.4
71
-12
240.00000
14
234
5.1
86
26.2
221
9.6
81
-12
270.00000
15
249
5.5
91
20.0
241
7.3
88
-5
300.00000
6
255
2.2
93
13.9
255
5.1
93
-8
330.00000
2
257
0.7
94
8.7
263
3.2
96
-7
360.00000
4
261
1.5
96
5.0
268
1.8
98
-1
Table
5-13: Summary
of observed
and
of service
times
M/G/2
390.00000
4
265
1.5expected
97 distribution
2.6
271
1.0for one 99
1
queue

22

Variable: MG2, Distribution: Normal

Chi-Square test = 74.46970, df = 11 (adjusted) , p = 0.00000
70

60

No. of observations

50

40

30

20

10

-60

0
-30

60
30

120
90

180
150

240
210

300
270

360
330

420
390

480
450

540

600

510

570

630

Category (upper lim its)

Figure 5-11: Plot of observed and expected distribution of service times for one M/G/2
queue

Table 5-13 and Figure 5-11: Plot of observed and expected distribution of service
times for one M/G/2 queue respectively.
3= = 0.658 customers per minute
E[t3]=156.07 sec

2 E [ t 23 ] E [t 3 ]

Waiting time for customer ,W q=

2

2(2E [ t 3 ]) [

( E [ t 3 ])

n!

=7.316 minute s

( E [ t 3 ])

( 2E [ t 3 ])

Average queue length , L3=W q =5.011 customer s

Total time spent by customer for getting served = 9.916 minutes

Chapter 6 Results and discussion:

M/G/2 server system, if followed, highly reduces waiting time for customer from
about 22 minutes to 10 minutes. Thus, it improves the efficiency of banking system
greatly. Also, most of the customers need to update their passbook along with cash
transactions, if any, and so this server system, if followed, would help them greatly
as they dont have to wait in two queues simultaneously. It will also increase
goodwill of banking services and would help in growth of customer friendly banking
services. Thus two server systems should be replaced with one server system even

23
if there are some training costs for employees or some more resources to be used at
each counter.

24

Chapter 7 References
Introduction to probability models by Sheldon M. Ross