Optimization of Mean Waiting Time in the Queuing System with Different Types of Customers

The queuing theory can be applied in many different areas. It is a common situation when many customers at the same time need access to a certain service (banks, clinics, supermarkets and so forth). As a result of long waiting time, customers can leave the queue without being solved which leads to financial losses and dissatisfied customers which is bad for companies’ reputation. For these reasons, in this paper we suggest different ways of queue’s formation in queuing systems with different types of customers. Firstly, we consider a model where all types of customers go to the same queue, whereas the second model considers a queue division, so that each queue is specialized in a particular type of customers. The main goal of this research was to determine which way of queue formation is better in purpose of minimization of mean waiting time. In addition to that, the program, which finds such parameters so that there is a sense to form different queues for each type of customers, was developed.