مرکز منطقه ای اطلاع رساني علوم و فناوري - Differentiation of Service Speed With Multi Criteria Decision Making Techniques in Waiting Line Problems

Abstract :

Waiting line problems are defined based on a community of people, machines and materials waiting for a process to be performed. In the solution of the problems related to the waiting line, data such as arrival source, queuing process, service channel and service delivery process in regard to the system are used. According to the structure of the problems of enterprises, waiting line model is formed and calculations such as waiting for service and service time in the queue are made. Since the service speed of all channels is considered to be equal in the wait line models in the literature, it is not possible to determine to what extent each service channel affects the total wait time. In this study, a new approach was introduced to determine to what extent each service channel affects the total waiting time on the waiting line. For this purpose, waiting time is calculated by weighting the system units with the multi-criteria decision-making techniques. The results obtained with the current queuing theory are compared with the results obtained according to the new approach presented in the study. The results obtained in the study; the differentiation of the service speed of service channels has led to more realistic results and it has been determined which service channel has more effect on waiting times. According to the results obtained with the new method, suggestions have been offered in regard to which service channels should be prioritized in the improvement works to be made for reducing the waiting time.