A STUDY OF NEXT- TIME SUPERMARKET ABACHA ROAD,
G.R.A
PORT HARCOURT
ABSTRACT
The study uses queuing theory to solve
congestion problems at Next time supermarket. It illustrated how supermarket
can apply queuing model in solving congestion problems by analyzing the one
month daily customer data shared by the manager of the supermarket. The found
that the utilization rate at the restaurant is very high (that 0.991). besides
the researcher also observed that the study can help next time supermarket to
increase their quality of service by anticipating if there are many customers in
the queue.
It was concluded that the arrival rate will be lesson and the
service rate will be greater if it is on weekdays since the average number of customers is less as
compared to those on weekends. It was recommended that Next-time supermarket
should integrate queuing model in its organizational policy.
TABLE OF CONTENTS
Abstract - - - - - - - ii
Table of Contents - - - - - - iii
List of Table - - - - - - - v
List of Figures - - - - - - vi
CHAPTER ONE: INTRODUCTION
1.1
Background of the
Study - - - - 1
1.2 Statement of the Problem - - - 2
1.3 Objective of the Study - - - - 3
1.4 Scope/Delimitation of the Study - - 3
1.5 Significance of the Study - - - - 4
CHAPTER TWO: REVIEW OF RELATED LITERATURE
2.0 Introduction - - - - - - 5
2.1
Empirical Review - - - - - 5
2.1.1
Case study for restaurants queuing model
by Mathias Dharmawinya - - - 5
2.1.2
Using queuing theory to analyze the
government 4-h completion time
target in
accident and emergency department by
L.
Madyhew. D. Smith - - - - - 6
2.2 Theoretical Framework - - - - 7
2.2.1
Little’s Theorem - - - - - 7
2.3 Conceptual Framework - - - - 8
CHAPTER THREE: DISCUSSION
3.0 Introduction - - - - - - 11
3.1 Techniques for accomplishing the stated Objectives - - - - - - 11
3.2 Discussion on Theoretical Framework - 14
3.3 Gap in the Reviewed Literature - - 15
3.4 Conclusion - - - - - - 16
3.5 Recommendations - - - - - 17
References - - - - - - 18
LIST OF TABLES
Table 3.1 showing monthly
daily customer counts - 11
LIST OF FIGURES
Fig 1.1 Showing queuing costs
vs level of services -
2
Fig.
2.1 Showing Major components of a queuing system -8
Fig. 3.1 Showing monthly
daily customer count - 12
CHAPTER ONE
INTRODUCTION
1.1 Background
of the Study
Queues are usually alternatively referred to as
delays, congestions, or waiting lines (Umoh, 2005).
Queuing theory is mainly seen as a branch of applied
probability theory. Its application are in different fields, e.g. communication
networks, computer systems, machine plants and so fourth.
In general, a queue is formed at a queuing system when
either customers that are human beings or physical entities requiring service
wait due to either the number of
customers exceeds the number of service facilities, or service facilities do
not work efficiently and take more time than prescribed to serve a customer.
(Sharma 2007).
Queuing theory can be applied to a variety of
operational situations where it is not possible to predict accurately the
arrival rate (or time) of customers and service rate (or time) of service
facility or facilities. According to Sharma (2007) that it can be used to
determine the level of service (ether the Service rate or the number of service
facilities) that balances the following two conflicting costs.
1.
Cost of offering
the service
2.
Cost incurred due
to delay in offering Service.
1.2 Statement
of the Problem
Queues are regular occurrence in
many everyday situations as a bank centers, supermarkets, passengers waiting
for lift in a high rise complex, commuters waiting at bus stops etc.
A queuing process is said to be
operative and we consequently face a queuing problem when either customers
requiring service have to wait because the service facility is busy or the
service facility are to wait for customers (remain idled). These have several
cost implications to the organization such as: The cost of providing waiting
space, a possible loss of business should customers leave the line before being
served or refuse to wait at all, a possible loss of goodwill, a possible
reduction in customer satisfaction and resulting congestion that may disrupt
other business operations and/or customers, hence pose a great challenges to
the organizations.
1.3 Objective
of the Study
The major objective of this study is to critically
look in to queuing models and its applicability to real life situations in an
organization and how it can help the organizations such as next-time
supermarket reposition itself in a competitive environment. Also it is to bring
out the benefits of queuing technique in solving the organizational queuing
problem.
Specifically, the study seeks to:
1.
Find the average
time a customer spends in the queue.
2.
The average time
a customer spends waiting in the queue.
3.
Probability of n
customers in the systems.
4.
Utilization rate
(ie the proportion of time the system is in use).
1.4 Scope/Delimitation
of the Study
The organization under review is Next-time supermarket
located along Abacha Road G.R.A. Port Harcourt. The supermarket have different
sections such as; the Foodstuffs/Provisions sections, the wears, jewelries and cosmetics
section and the electronics and electrical appliances section.
1.5 Significance
of the Study
The importance of this system cannot be overemphasized
as it has highlights the relationship between congestion and delay and its
relevance to designing an effective congestion control for any system.
The study can help next-time
supermarket to improve their quality of service by anticipating if there are
many customers in the queue, determine the average time a customer spends in
queue, determine the average time a customer is to be served, and the
utilization rate.
This study can be a reference to
analyze the current system and improve the next system.
Besides, analyzing the large number
of customers coming and going in a day, the supermarket can set a target profit
that should be achieved daily.
Generally, this study have further enriched
management literature on queuing theory. This work is of practical significance
to scholars, managers, businessmen and students alike.
A SEMINAR (MAN, 797) PRESENTED TO
THE DEPARTMENT OF BUSINESS MANAGEMENT, FACULTY OF MANAGEMENT SCIENCES,
EBONYI STATE UNIVERSITY, ABAKALIKI
IN
PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MSC (PH.D) IN
MANAGEMENT