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  • Topic: Queueing theory, Customer service, Poisson distribution
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2012
2012

Feloz and fellow statisticians

Felix MAIKO I63/28541/2009

[ QUEUING THEORY AND ITS APPLICATION:ANALYSIS OF THE SALES CHECKOUT OPERATION IN NAKUMATT HIGHRIDGE SUPERMARKET]

This paper contains the analysis of Queuing systems for the empirical data of supermarket checkout service unit as an example. 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.



QUEUING THEORY AND ITS APPLICATION:

ANALYSIS OF THE SALES CHECKOUT OPERATION
IN
NAKUMAT HIGHRIDGE

SUPERMARKET

by
Maiko Peter Felix
A ‘3rd year’ essay in Statistics submitted in partial
fulfillment of the requirements for the degree of
Bsc statistics
School of Mathematics Department of Statistics
May 2012
University of Nairobi

ABSTRACT

ANALYSIS OF THE SALES CHECKOUT OPERATION IN NAKUMAT HIGHRIDGE SUPERMARKET USING QUEUING
SIMULATION
by maiko Felix
This paper contains the analysis of Queuing systems for the empirical data of supermarket checkout service unit as an example.

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 research paper. We may use queuing simulation to obtain a sample performance result and we are more interested in obtaining estimated solutions for multiple queuing models.

This paper describes a queuing simulation for a multiple server process as well as for single queue models. This study requires an empirical data which may include the variables like, arrival time in the queue of checkout operating unit (server), departure time, service time, etc.

A questionnaire is developed to collect the data for such variables and the reaction of the nakumat Supermarket from the customers separately.

This model is developed for a sales checkout operation in nakumat supermarket. The model designed for this example is multiple queues multiple-server model.

The model contains five servers which are checkout sales counters; attached to each server is a queue. In any service system, a queue forms whenever current demand exceeds the existing capacity to serve.

This occurs when the checkout operation unit is too busy to serve the arriving costumers, immediately.

TABLE OF CONTENTS
Abstract ............................................................................................................................3 Table of contents .............................................................................................................4 Acknowledgments............................................................................................................ 5

Objectives 0f study.......................................................................................................... 6

C h a p t e r 1
Introduction.......................................................................................................... .7

Chapter 2
Background......................................................................................................... 8
Quality of Service, Affordable, Performance, Accuracy......................................................8Delimitations in improving Quality of Service by customer’s perceptions: .......................9Gap between the customers’ expectations and the marketers perceptions ...................9Gap between management perceptions and service quality specifications .....................9Gap between perceived service and expected...
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