Operations and Supply Chain Management The Core

SERVICE PROCESSES chapter 7 227
Expected Number of People Waiting in Line (L q ) for Various Values of M and λ/μ (Contd.)
exhibit 7.13
λ/μ M L q P 0 λ/μ M L q P 0 λ/μ M L q P 0
8 0.181 0.009 5.20 6 4.301 0.003 7 1.944 0.003
9 0.064 0.009 7 1.081 0.005 8 0.631 0.003
10 0.022 0.009 8 0.368 0.005 9 0.233 0.004
4.80 5 21.641 0.002 9 0.135 0.005 10 0.088 0.004
6 2.071 0.006 10 0.049 0.005 11 0.033 0.004
7 0.607 0.008 11 0.018 0.006 12 0.012 0.004
8 0.209 0.008 5.30 6 5.303 0.003 5.70 6 16.446 0.001
9 0.074 0.008 7 1.249 0.004 7 2.264 0.002
10 0.026 0.008 8 0.422 0.005 8 0.721 0.003
4.90 5 46.566 0.001 9 0.155 0.005 9 0.266 0.003
6 2.459 0.005 10 0.057 0.005 10 0.102 0.003
7 0.702 0.007 11 0.021 0.005 11 0.038 0.003
8 0.242 0.007 12 0.007 0.005 12 0.014 0.003
9 0.087 0.007 5.40 6 6.661 0.002 5.80 6 26.373 0.001
10 0.031 0.007 7 1.444 0.004 7 2.648 0.002
11 0.011 0.007 8 0.483 0.004 8 0.823 0.003
5.00 6 2.938 0.005 9 0.178 0.004 9 0.303 0.003
7 0.810 0.006 10 0.066 0.004 10 0.116 0.003
8 0.279 0.006 11 0.024 0.005 11 0.044 0.003
9 0.101 0.007 12 0.009 0.005 12 0.017 0.003
10 0.036 0.007 5.50 6 8.590 0.002 5.90 6 56.300 0.000
11 0.013 0.007 7 1.674 0.003 7 3.113 0.002
5.10 6 3.536 0.004 8 0.553 0.004 8 0.939 0.002
7 0.936 0.005 9 0.204 0.004 9 0.345 0.003
8 0.321 0.006 10 0.077 0.004 10 0.133 0.003
9 0.117 0.006 11 0.028 0.004 11 0.051 0.003
10 0.042 0.006 12 0.010 0.004 12 0.019 0.003
11 0.015 0.006 5.60 6 11.519 0.001
CONCEPT CONNECTIONS
LO7–1 Understand the characteristics of service processes.
∙ A service is the output of a process that is intangible.
∙ Services cannot be patented.
∙ Services can be conveniently classified according to the degree of “contact” or physical
presence of the customer in the system.
∙ In some processes, the customer need not be present at all. For example, when a customer
order is processed from an online transaction.