A Simulation of the Service Performance of a Supermarket: A Case Study (original) (raw)
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Analysis and Application of Queuing Theory in Supermarkets
2017
Waiting lines or queues are a common phenomenon in life, especially in the province of organizations that are for profit making. Queues are common in such places as petrol or filling stations, supermarkets stores, clinics, hospitals, motor parks, manufacturing firms, to mention a but a few. An interesting aspect of queuing process resides in the measures of its system’s performance, especially in terms of average service rate, systems, utilization and the costs implied for a given capacity level. This paper examines efficient queue management in XYZ supermarket as case study. One of the expected gains from studying queuing systems is to review the efficiency of the models in terms of utilization and waiting length, hence increasing the number of queues so customers will not have to wait longer when servers are too busy. In other words, trying to estimate the waiting time and length of queue(s), is the aim of this study. Through this, we will try to estimate that at given time how ma...
Hypothetical Modeling of a Supermarket Queue-An Approach
IJARCSSE, 2018
Opening a new supermarket is a task especially when there is no other supermarket to make a comparison with. Decision on the number of tills or point-of-sale (POS) terminals to use becomes an issue. The consequences of not getting the number of tills right could lead to wastage due to too many POS terminals acquired that are not needed, and shoppers reluctance to patronize the supermarket due to an incessant queue caused by too few POS availability. This paper objective is to model hypothetically the supermarket queue in such a way that the aforementioned problems being experienced are reduced if not removed. Formulated data were used for the model on spreadsheet. The automation of the model is left for future work.
Measure of Performance of Queuing Models and Behavior of Customers in Real Life Applications
International Journal of Applied Physics and Mathematics, 2013
The objective of the paper is to determine customer behavior in queues in four different situations in India. The study is limited to Toll Booth-Delhi Gurgaon Highway, Health care facility for Public sector bank's staff and family, Executive check up in Health care organization and Tellers in a Bank. A detailed study of the queues at the Toll Booth on the Delhi Gurgaon expressway was done as the expressway is highly traversed and is a bottlenecked stretch. In spite of the multiple provisions to ease the traffic on this expressway, chronic delays led to a ruling by the court which made the expressway a freeway for two weeks in September 2012. The second case studied is of the work mechanism of a clinic set up for the public sector bank's staff and family in India. The doctor visits the clinic during specified hours. It was observed that one doctor caters to a large number of patients giving rise to long queues. The third case is of the hospital which has an Out Patient Department (OPD) that provides service for executive health checkup. Our study is limited to the executive health checkups, where a patient first registers and then is guided to different departments for the checkups. Lastly the study was conducted for a bank where the major business of this particular bank is retail banking for which the customer is diverted towards the tellers. Due to cost considerations and space constraint the number of tellers in a bank is limited. Inspite of the use of modern technology to streamline the queues, it is observed that during peak business hours the length of the queue increases resulting in increased waiting time for the customers. This paper attempts to do a comparative study for four different models to understand the behavior of customers waiting in queues in India.
Increased competition from online grocery stores has necessitated brick and mortar retailers to understand consumers better. This research attempts to understand consumer demographics, key factors driving buying behaviour, impact of loyalty programs on customer loyalty intentions at a well-established brick and mortar supermarket. A structured questionnaire was administered to 100 shoppers at a select Supermarket in Bengaluru city. Statistical tests of chi-square and correlation have been used. Convenience and ease of access, variety of product categories, quality and availability of products have emerged as key factors driving customer purchase behaviour. There is a significant impact of store loyalty programs on customers of different age groups. Empirical data of arrival and service times during the checkout process was recorded through observation technique to analyse the performance measures of the multi-channel multi-queue system at the checkout counters. Monte Carlo Simulation technique was used to analyse the operating characteristics of queues, efficiency and server utilization. These factors play a predominant role in understanding customer satisfaction during the checkout process and help the Management to evaluate service efficiency at the checkout points.
Journal papers , 2021
The formation of waiting line is a prevalence scenario that happens whenever the immediate demand for a service surpasses the current capacity to provide that service. This discrepancy may be temporal, but a queue accumulates during the period. Formation of a line causes an increase of customers waiting time, over utilization of the available servers and loss of customer's goodwill. Application of Queuing theory determines the measure of performance of the service facility which can be used to design the appropriate service facility. Data for this study was collected at Grocery Bazaar (GB) supermarket, Akesan Lasu Igando, Lagos State. This paper adopted the Single queue and Multi-channel models for the study of the existing structure of the Grocery Bazaar (GB) supermarket with three servers/machines.
A simulation model for managing customer waiting time in restaurants: scenarios and beyond
British Food Journal, 2020
Purpose-The purpose of this paper is to investigate the effects of capacity decisions regarding the number of servers/chefs and tables on identifying a change in the number of wait-related anxious customers, customer losses and customers served to meet the waiting time standards of an actual upscale restaurant. Design/methodology/approach-The authors applied a simulation model to present the consequences of restaurant capacity decisions based on waiting time standards. Arena Simulation Software, licensed by Rockwell Automation, was used for modeling and identifying distributions of the data set provided by the restaurant. An experiment was designed for an upscale restaurant with existing five servers/chefs and 50 tables by changing these resources to measure the changes in customers' wait-related anxiety and other service performance indicators. Findings-The results showed that an additional server/chef on weekends decreases the daily average number of anxious customers by nearly 33% and increases the daily average number of customers served by nearly 3% and has a little positive effect of decreasing customer losses. Table insertion for high-and lowrequested seating areas had an only positive effect on decreasing customer losses. Originality/value-In this study, the service capacity is dependent on waiting time, and it is addressed to study the relationship with customers' wait-related anxiety, which is a subjective metric. This study developed a point of view for identifying anxious customers whose waiting times are much longer than their cooking and delivery duration expectations regarding their meal preferences in the cooking stage and waiting experiences in the service entry.
Universiti Teknologi MARA Cawangan Pahang, 2020
Waiting for service or also known as queuing is a frequently occurring phenomenon. People queue for services at various place such as at the hospitals, banks, post offices and many more. However, long and unmanaged queues may cause dissatisfactions among the customers thus will affect the customers' evaluation of the services. Not only that, time will also be wasted since people need to wait for hours before being served. Other than that, every organization has their time limit in serving their customers. Due to this limitation, it leads to overcrowding and unmanageable queues at the premise. Ensuring this, queuing theory model has been applied for the selected situation in Road Transport Department located in Senawang, Negeri Sembilan. One of the main objectives was to analyze and compare the customer waiting time queuing model to simulation model. M/M/s queuing model was performed on the collected data and simulation with ARENA software was used to build and verify the result. It is concluded that the best method to measure the queuing situation is by using ARENA simulation model since the result is more accurate than Queuing Theory Model.
Case Study for Restaurant Queuing Model
ipedr.net
Restaurants would avoid losing their customers due to a long wait on the line. Some restaurants initially provide more waiting chairs than they actually need to put them in the safe side, and reducing the chairs as the time goes on safe space. However, waiting chairs alone would not solve a problem when customers withdraw and go to the competitor's door; the service time may need to be improved. This shows a need of a numerical model for the restaurant management to understand the situation better. This paper aims to show that queuing theory satisfies the model when tested with a real-case scenario. We obtained the data from a restaurant in Jakarta. We then derive the arrival rate, service rate, utilization rate, waiting time in queue and the probability of potential customers to balk based on the data using Little's Theorem and M/M/1 queuing model. The arrival rate at Sushi Tei during its busiest period of the day is 2.22 customers per minute (cpm) while the service rate is 2.24 cpm. The average number of customers in the restaurant is 122 and the utilization period is 0.991. We conclude the paper by discussing the benefits of performing queuing analysis to a busy restaurant.
Queue Systems Evaluation of Fast food Industrial
INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia
The queuing system can influent customer satisfaction and always interesting to analyze. The queuing at HokBen use a Single Channel Multi-Phase system, 1 service to offer and prepare order menus and 1 cashier. The study was conducted at the Hokben Ujung Menteng Store in East Jakarta, for one week, at 4 sessions during rush hour. After the data obtained, a Single Channel Multi-Phase queue parameter was calculated, namely: the average arrival per unit time, the average service unity of time, the level of server usage, the number of customers in the queue, the number of customers in the system, the waiting time in the queue, the waiting time in the system, and customer probabilities in the system. The result showed that the customer's arrival pattern meets the Poison distribution and the service pattern meets the Normal distribution, but the service time still greater than the standard service time, and of course not satisfy to customers, because they waited a bit longer. After a m...
CASE STUDY FOR VINAYAK RESTAURANT QUEUING MODEL
IASET, 2020
Waiting time and service system is a part of our daily life in various service areas such as: restaurant, ATM, Clinic, Toll tax, Ticket window in cinema, Bus stand and Railway station. Here, our focus is on Restaurant Management System. Every restaurant loses their customers just because of a long queue and maximum waiting time. Restaurant provides more waiting chairs only. We need to be improving the service time which shows improvement in queuing situation. Here, we apply queuing model. This paper aims to shows the multi-channel queuing model M/M/S. We use M/M/S queuing model since this restaurant has 10 service stations. We have obtained one month daily customers data from a restaurant named "Vinayak restaurant" in Laxmangarh, Sikar city. Using little's theorem and the multi-channel waiting line model M/M/S. we have determined the arrival rate λ service rate µ. The utilization rate ρ and the average waiting time in the queue before getting service. At Vinayak restaurant, the arrival rate λ is 1.40 customers per minute (cpm). Customer waiting time is 10 minute and the utilization rate is 0.49. We have discussed the benefits of applying queuing model to a busy restaurant.