Modeling Queuing Phenomenon at Petrol Pumps

-A Case Study of Bharat Petroleum

Rakesh Kumar

Lecturer
School of Mathematics
Shri Mata Vaishno Devi University, Sub Post Office, Katra-!"#"$ %&'K(-)*D)+
Abstract
,he -ueuin. /roblems are more fre-uent every0here1 + si.nificant amount of time an2
resources are 0aste2 if 0e 2o not have a suitable mechanism to 2eal 0ith the risin.
con.estion3-ueuin. /roblems1 ,his stu2y is a /art of a consultancy /ro4ect 0hich is
un2ertaken at 5harat Petroleum1 ,he /roblems of -ueues at various refuelin. /oints have
been stu2ie2 an2 the key reasons 0hich result into lon. -ueues have been i2entifie21 ,he
main ob4ective is to stu2y the -ueuin. /henomena of vehicles an2 minimi6e the -ueues at
various refuelin. /oints1 ,he relevant 2ata have been collecte2 an2 the -ueuin. analyses
of 2ifferent -ueues have been /erforme2 usin. ,OR+ %,echni-ues of O/erations
Research +//lications( soft0are1 7inally, some useful su..estions have been ma2e1
Introduction
,he /roblems of -ueues3 0aitin. lines are very common in our every2ay life1 8ueues are
usually seen at bus sto/, ticket booths, /etrol /um/, bank counter, traffic li.hts an2 so on1
8ueuin. theory 2eals 0ith the mathematical 2escri/tion of behavior of -ueues1 8ueuin.
theory can be a//lie2 to a variety of o/erational situations 0here it is not /ossible to
/re2ict accurately the arrival rate of customers an2 service rate of service facilities1 )n
/articular, it can be use2 to 2etermine the level of service %either the service rate or the
number of service facilities(1
,he /resent stu2y is a /art of a consultancy /ro4ect 0hich is un2ertaken at 5harat
Petroleum /etrol /um/ in 9reater *oi2a, )n2ia1 5harat Petroleum /etrol /um/ is one an2
only /etrol /um/ in 9reater *oi2a near the heart of the city a24acent to +nsal Pla6a1 )t is

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1
the only /etrol /um/ bet0een 9reater *oi2a an2 *oi2a "> km e?/ress0ay1 Due to one
an2 only fuel outlet in the city lon. -ueues can easily be seen in the service area1
@om/any 2eals in su//ly of /etrol, 2iesel, Atra Premium, turbo4et an2 lubricants from
5harat /etroleum1 @om/any has ! refuelin. /um/s, > for t0o 0heelers an2 > for four
0heelers an2 heavy vehicles1 ,he /etrol fillin. station has em/loye2 " service
e?ecutives, ! collection e?ecutives, accountant an2 su/ervisor 0orkin. un2er the
o0nershi/ of a Retire2 +rmy officer1
,he /etrol /um/ 0as establishe2 in B &anuary "$$B an2 0as the secon2 /etrol /um/
after one in the Sura4/ur in2ustrial area1 ,he /etrol /um/ is locate2 at Pari @ho0k the
entry /oint an2 the most im/ortant s-uare of 9reator *oi2a1 ,he com/letion an2 o/enin.
of +nsal Pla6a one an2 only multi/le?, increase2 business of the /etrol /um/
si.nificantly1 *earness to the Kno0le2.e Parks also a22e2 to business because it a22e2
thousan2s of customers in its consumer /ool1
,he /roblems of -ueues at various refuelin. /oints have been stu2ie2 an2 the key reasons
0hich result into lon. -ueues have been i2entifie21 ,he suitable -ueuin. mo2els have
been 2evelo/e2 for 2ifferent -ueues by stu2yin. the arrival an2 service /atterns of
customers1 ,he mo2els have been solve2 usin. ,OR+ soft0are1
Objecties of the study
,he ob4ectives of the stu2y are;
%i( ,o un2erstan2 an2 i2entify the -ueuin. /roblems at /etrol /um/s1
%ii( ,o /erform -uantitative 2ecision makin. usin. the a//ro/riate o/erations research
mo2els1
%iii( ,o 2evelo/ suitable -ueuin. mo2els for minimi6in. the vehicle -ueues at various
refuelin. /oints1
%iv( ,o 2eci2e u/ on the o/enin. of one more /etrol /um/1
2
Methodology
,he metho2olo.y to solve the /roblem involves the follo0in.;
1 Primary 2ata collection an2 2irection observations
"1 Secon2ary Data1
!" Primary data collection and direction obserations#
Several visits have been ma2e to the /etrol /um/1 ,he 0orkin. staff 0as intervie0e2
re.ar2in. the ty/e of /roblems they 0ere facin. in -ueuin. han2lin.1 ,he /rimary 2ata
concernin. the arrival /attern of vehicles an2 their service /attern have been collecte2
usin. the format .iven belo0;
P$IMA$% &A'A
B(A$A' P)'$O*)+M
Q+)+) ,O# P$O&+C' ,AM)#P)'$O*-SP))&
S$"
,O"
.)(IC*)
,O"
'IM) I, 'IM) S'A$' S)$.I,/
'IM) O+'
!-0n !-1n
(O+$S MI,+')S S)C (O+$S MI,+')S S)C (O+$S MI,+')S S)C
Chere !-0n 2 Interarrial time , !-1n D service time
3" Secondary &ata
3
,he secon2ary 2ata /ertainin. to the number of service staff an2 their salary, number of
su/ervisors an2 man.er 0ith their salary, cost of o/eratin. the machines, /rofit /er unit
an2 other overhea2s have also been collecte21
4ormulation of Queuing Model
+t each refuelin. /oint there is only one -ueue an2 one service e?ecutive1 ,he vehicles
4oin a /articular -ueue one by one an2 they are serve2 one by one on first-come, first
serve2 %7@7S( basis1 ,here is no limit on vehicles 4oinin. a /articular -ueue1 ,he /rimary
2ata collecte2 sho0s that there 0as com/lete ran2omness in arrival as 0ell as service
/atterns1 +n M3M3 -ueuin. mo2el has been /ro/ose2 for each -ueue, 0hich is base2 on
the follo0in. assum/tions;
%i( ,he vehicles arrive at a /articular -ueue one by one an2 follo0 Poisson 2istribution
0ith /arameter E, 0here E is the mean arrival rate1
%ii( ,here is only one server at each -ueue an2 the vehicles are serve2 one by one on
7@7S basis1 ,he service times are in2e/en2ently, i2entically an2 e?/onentially
2istribute2 0ith mean rate F1
%iii( ,he ca/acity of each -ueue is infinite, meanin. thereby any number of vehicles can
4oin a /articular -ueue1
Gere, 0e have four M3M3 /arallel -ueues1
,he mean arrival rate E an2 the mean service rate F of the four -ueues have been
calculate2 from the 2ata as follo0s-
Queue ,o" 0 1
! $1$"##BB#"" $1$"BHI>B
3 $1$""!!J$H> $1$"BB>J$""
5 $1$"!>##" $1$B>!I"B#
6 $1$!IJ$! $1$I""#$B
4
Solution of the model
,he 8ueuin. mo2el has been solve2 usin. the ,OR+ soft0are an2 the follo0in. results
have been obtaine21 Various measures of /erformance like /$ Kthe /robability that there is
no customer in the -ueue, Ls- avera.e number of customers in the system, L-- avera.e
number of customers in the -ueue, Cs- avera.e 0aitin. time of a customer in the system,
C-- avera.e 0aitin. time of a customer in the -ueue, the serverLs utili6ation an2 the
serverLs i2le time have been com/ute2 for all the -ueues1
8U:U:)*9 OU,PU, +*+LMS)S
,itle; 5harat Petroleum, 9reater *oi2a
@om/arative +nalysis
'able !"
Scen
ario
%8ueue(
@ %*o1
of
Servers(
Lamb2a Mu LN2a /$ Ls L- Cs
%sec(
C-
%sec(
Server
Utili6ati
on %O(
Server
)2le
,ime
%O(
$1$"## $1$"BH $1$"## $1$$I !1H"I !1$"IH #!"1"## #>#1I#$ $1!HH" $1$$I
" $1$""! $1$"BB $1$""! $1$> !1J$> I1I$!" #IB1HB# ##J1!$! $1!HB! $1$>
# $1$"! $1$B> $1$"! $1I$I >1!BIB >1$"!" #I!1"> ##1J>B $1!"H" $1I$I
> $1$ $1$I" $1$H $1#B$> 1!B#J 1"$>$ JB1J!J# $I1J">! $1J>HB $1#B$>
$esults 7 &iscussions
5
,hrou.h the stu2y it has been foun2 that the most con.este2 /erio2 is from H;$$ +M to
;$$ +M in mornin. an2 >;$$ /m to J;$$ PM in the evenin.1 ,his is the time 0hen most
of the /ersons .o to or come from their office an2 colle.es, thus increasin. the inflo0 of
vehicles at the /etrol /um/1 Rest all the times, they have limite2 number of vehicles
0hich they can easily serve an2 the vehicles in the -ueue at that time 0ere one or t0o
vehicles 0aitin. for their service1 ,his su..ests that Mana.ement can .o for some /art-
time em/loyees 2urin. the /eak time /erio2s an2 the cost of hirin. such em/loyees 0ill
also be lo01
,he first t0o -ueues are for Petrol an2 the thir2 an2 fourth -ueues are for S/ee21 7rom
table-, 0e can see that the avera.e -ueue len.ths in -ueues an2 " are hi.her than in
-ueues # an2 >1 @onse-uently, the avera.e 0aitin. times in -ueues an2 " are hi.her
than that of -ueues# an2 >1 ,he com/arative analysis of all the four -ueues in table-
/rovi2es a -uantitative basis for analy6in. the -ueuin. /henomena at /etrol /um/1
,he in2ivi2ual analysis of the four -ueues have been .iven in the anne?ure-)1 )n
anne?ure-), the /robabilities of PnL %n u/to "$( number of customers in the -ueue have
also been sho0n 0hich hel/ to 2eal 0ith the uncertain -ueuin. formations1 ,he /etrol
/um/ mana.er can better 2eci2e -uantitatively on the number of service e?ecutives
re-uire2 at a /articular time /erio2, the utili6ation of service facility, the i2le /erio2s an2
the 2elays face2 by the customers in 2ifferent -ueues1 Such analysis 0ill 2efinitely hel/
the mana.er efficiently run the facility1 :arlier, the mana.in. staff use2 to take 2ecisions
-ualitatively, 0hich 0as resultin. into 0asta.e of time an2 resources1
,he cost of o/enin. another fillin. /oint is very hi.h in com/arison of the mar.in /rofit
.eneratin. from that e?tra fillin. /oint1 +n2 the rate of arrival of the customers is very
fluctuatin. so the i2ea of o/enin. another fillin. /oint is not a//ro/riate1 Some more
fillin. stations are soon o/enin. in 9reater *oi2a mainly one from )n2ian Oil at sector
Delta, 0hich can chan.e the customersL inflo0 so any further 2ecision can only be taken
after these com/etitors are functional1
Conclusion
6
,he -ueuin. /roblems un2er consi2eration have been stu2ie2 -uantitatively1 Suitable
-ueuin. mo2els have been ma2e an2 -uantitative results have been obtaine21 ,he
soft0are results allo0 the mana.er of /etrol /um/ to com/are the various measures of
/erformance of 2ifferent -ueues1 ,his analysis can hel/ mana.er take 2ecisions more
/recisely as com/are2 to the 2ecisions base2 on intuition an2 4u2.ment1
$eferences
1 ,aha, G1 +1, O/erations Research, I
th
:21 %"$$B(1
"1 ,rive2i, K1S1, Probability an2 Statistics 0ith Reliability, 8ueuin. an2 @om/uter
Science +//lications, B
th


:21 %"$$#(1
#1 Kumar, Rakesh an2 Khan, *u6hat, @ustomer Service an2 8ueues at 5i. 5a6aar,
9yan/ratha %+ccman &ournal of Mana.ement Science(, Vol1 , *o1 " %&uly, "$$H( $I-
#1
Anne8ure-I
,OR+ O/timi6ation System, Cin2o0sQ-version 1$$
Q+)+)I,/ O+'P+' A,A*%SIS
'itle# Bharat Petrolium /" ,oida
7
Scenario !-- 9M-M-!:#9/&-infinity-infinity:
Lamb2a D $1$"##J, Mu D $1$"BHI
Lamb2a eff D $1$"##J, Rho3c D $1!HH"I
Ls D !1H"I!, L- D !1$"IH"
Cs D #!"1"##II, C- D #>#1I#$$#
n Probability, /n @umulative, Pn
$ $1$$I# $1$$I#
$1$H$BH $1H#"
" $1$!>J $1"I"I!
# $1$I#"J $1#>J$>
> $1$JB!! $1>H
B $1$BH"> $1>IB
J $1$B#"I $1B">>#
I $1$>IH $1BI"##
! $1$>#$! $1JB>
H $1$#!I> $1JB>B
$ $1$#>!> $1J!!HH
$1$### $1I"$#"
" $1$"!I $1I>!>H
# $1$"B#> $1II#!#
> $1$""I! $1IHJJ
B $1$"$>H $1!I$
J $1$!>" $1!#BB"
I $1$JBI $1!B"$H
! $1$>H$ $1!JJHH
H $1$#>$ $1!!$#H
"$ $1$"$B $1!H">>
,OR+ O/timi6ation System, Cin2o0sQ-version 1$$
Q+)+)I,/ O+'P+' A,A*%SIS
'itle# Bharat Petrolium /" ,oida
Scenario 3-- 9M-M-!:#9/&-infinity-infinity:
Lamb2a D $1$""!H, Mu D $1$"BBB
Lamb2a eff D $1$""!H, Rho3c D $1!HB!!
Ls D !1J$>", L- D I1I$!">
Cs D #IB1HB#H!, C- D ##J1!$!H
n Probability, /n @umulative, Pn
$ $1$>" $1$>"
$1$H#"! $1HI>$
" $1$!#BI $1"!$HI
8
# $1$I>!I $1#BB!>
> $1$JI$I $1>""H
B $1$J$$H $1>!#$$
J $1$B#!# $1B#J!#
I $1$>!"# $1B!B$B
! $1$>#"$ $1J"!"J
H $1$#!I $1JJJHI
$ $1$#>J! $1I$J>
$1$#$I $1I#"I
" $1$"I!# $1IJ$B>
# $1$">H# $1I!B>I
> $1$""#> $1!$I!
B $1$"$$ $1!"I!"
J $1$IH# $1!>BIB
I $1$J$J $1!J!
! $1$>#H $1!IJ"$
H $1$"!H $1!!H$H
"$ $1$BB $1H$$J>
,OR+ O/timi6ation System, Cin2o0sQ-version 1$$
Q+)+)I,/ O+'P+' A,A*%SIS
'itle# Bharat Petrolium /" ,oida
Scenario 5-- 9M-M-!:#9/&-infinity-infinity:
Lamb2a D $1$"!>, Mu D $1$B>H
Lamb2a eff D $1$"!>, Rho3c D $1!"H"!
Ls D >1!BIB#, L- D >1$"!"B
Cs D #I!1">!#, C- D ##1J>BIH
n Probability, /n @umulative, Pn
$ $1I$I" $1I$I"
$1>B! $1#"#$
" $1I> $1>"HI$
# $1$HI#J $1B"I$J
> $1$!$I> $1J$I!$
B $1$JJHJ $1JI>IJ
J $1$BBB# $1I#$"!
I $1$>J$B $1IIJ##
! $1$#!H $1!>B"
H $1$#JI $1!>J!
$ $1$"J"J $1!I">>
$1$"I! $1!H>""
" $1$!$J $1H""!
# $1$>H! $1H"I"B
9
> $1$">" $1H#HJI
B $1$$#$ $1H>HHI
J $1$$!B> $1HB!B
I $1$$I$! $1HJBJ$
! $1$$B!I $1HI>I
H $1$$>!I $1HIJ#>
"$ $1$$>$> $1H!$#!
,OR+ O/timi6ation System, Cin2o0sQ-version 1$$
Q+)+)I,/ O+'P+' A,A*%SIS
'itle# Bharat Petrolium /" ,oida
Scenario 6-- 9M-M-!:#9/&-infinity-infinity:
Lamb2a D $1$H, Mu D $1$I""
Lamb2a eff D $1$H, Rho3c D $1J>HBI
Ls D 1!B#J#, L- D 1"$>$J
Cs D JB1J!J#J, C- D $I1J">!$
n Probability, /n @umulative, Pn
$ $1#B$># $1#B$>#
$1""IJ# $1BI!$J
" $1>I!J $1I"BH"
# $1$HJ$B $1!"HI
> $1$J"#H $1!!>#B
B $1$>$B# $1H">!!
J $1$"J#" $1HB"$
I $1$I$ $1HJ!#$
! $1$ $1HIH>
H $1$$I" $1H!JJ#
$ $1$$>JH $1HH#
$1$$#$> $1HH>#J
" $1$$H! $1HHJ##
# $1$$"! $1HHIJ"
> $1$$$!# $1HH!>B
B $1$$$B> $1HHH$$
J $1$$$#B $1HHH#B
I $1$$$"# $1HHHB!
! $1$$$B $1HHHI"
H $1$$$$ $1HHH!"
"$ $1$$$$J $1HHH!!
10
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