Application of queuing theory in service design

摘要

The requirements of clients are more complex with higher expectations and tightened schedule due to rapid development of science and technology. In the context of concurrent and global economy, satisfaction of customers' requirements is an important key in the engineering product-service design process. One of the requirements from customers is to reduce the costs, including cost of development, material costs and conversion costs. Thus, cost reduction has become an important challenge in product-service design while the satisfaction of the customers' requirements is still ensured. An approach based on the queuing theory is proposed in this paper to solve these problems. A mathematical model analysis to determine the important parameters as the mean waiting time, number of service platforms, probability of customer waiting in queue is presented in the paper. The service designer can use them to find the optimized solution for the designed service.