Deepak Gupta

Network of Multi-channel Queuing Problems: Reneging and Balking in Multi-channel Queuing Deepak Gupta

"Waiting our turn" is a part of our everyday life. The amount of time that a nation's populace wastes by waiting in queues is a major factor in both the quality of life there & the efficiency of the nation's economy. Queuing theory is an entire discipline in the field of Operations Research for the formal study of waiting lines. This subject developed rapidly after world war II due to its fruitful results in research on military operations. Q-theory has been used in the past to assess things such as staff schedules, working environment, productivity, customer waiting time etc. Efforts to minimize congestion so that both, the customer that waits and the one that serves get the most benefit, and vast applications of the subject in the practical situations are the main reasons behind its rapid development. Now, Q-theory has been used extensively in banking industry to increase business by careful placement of merchandising materials while at the same time alleviating both the actual & perceived amount of time a customer spends waiting in line. Q-management has been applied very successfully in many service-oriented industries to significantly reduce operating cost & improve service.