Perfect — now I’ll take it to the next level (professor-style teaching

script) 👩‍🏫
This will be:

✅ Very detailed (line-by-line explanation)

✅ Layman-friendly (zero background assumed)
✅ Interactive (what you say + what you ask students)
✅ Concept + intuition + examples

🎤 DETAILED TEACHING SCRIPT – QUEUING ANALYSIS (Slide-by-Slide)

Based on your PPT:

🎬 SLIDE 1: Title – Queuing Analysis

You say:

“Good morning everyone! Before we start, I want you to think about your
day…”

👉 Ask:

 “Did anyone wait in line today?”

 “Coffee? Bus? Cafeteria?”

👉 Pause for answers.

“Great — so today’s topic is something you all experience daily — waiting

lines.
But today we are not just complaining about lines… we are going to analyze
them scientifically.”

👉 Add:
“By the end, you will think like a manager — not a customer.”

🎯 SLIDE 2: Learning Objectives

“Let’s understand what we will achieve today.”

Explain EACH POINT slowly:

1. Elements of Waiting Line

👉 “What creates a queue? What are its parts?”

2. Single Server System

👉 “What happens when only ONE person is serving?”

3. Different Service Types

👉 “Sometimes service is random… sometimes fixed.”

4. Limited Systems

👉 “What if space or customers are limited?”

5. Multiple Servers

👉 “What if we add more counters?”

6. Real Systems

👉 “How do real-world queues behave?”

👉 Close:
“This is not just theory — this is used in hospitals, airports, Amazon
warehouses, IT systems.”

🌍 SLIDE 3: Overview

“Let’s break this down into simple ideas.”

Point 1: People spend time waiting

👉 “Think about airport security — sometimes 30 minutes!”

Point 2: Companies want fast service

👉 “Because waiting = frustration”

Point 3: BUT faster service costs money

👉 “More employees = more salary”

🔥 MOST IMPORTANT IDEA:

👉 Write on board:

“Trade-off = Cost vs Waiting Time”

Explain:

 If company hires more staff → less waiting but higher cost

 If company hires less staff → more waiting but lower cost

👉 Ask:
“What would YOU choose if you owned a business?”

Final Point:

“Queuing analysis is based on probability”

👉 Explain simply:
“We cannot predict exact arrivals — we use probability to estimate
behavior.”

📊 SLIDE 4: Elements of Waiting Line

:
“Now we start building the foundation.”

⏳ SLIDE 5: Why Waiting Lines Form

“Queues form when demand is higher than service capacity.”

👉 Write:
Arrival Rate > Service Rate → Queue

Explain deeply:

 Customers don’t arrive evenly

👉 Example: Suddenly 10 people enter Starbucks
  Service time is different
👉 One person orders coffee
👉 Another orders 5 drinks + customization

👉 Ask:
“Will both take same time?” → NO

Key insight:

“Even if system is good, randomness creates queues.”

📉 SLIDE 6: Queue Behavior

“Queues are dynamic — they keep changing.”

Explain:

 Sometimes no queue

 Sometimes long queue

👉 So what do we do?

“We use average values.”

Explain averages:

 Average arrivals per hour

 Average service time

👉 Example:
“Instead of saying exactly 23 customers… we say approx 20–25 customers
per hour.”

Conclusion:

“These averages are used in formulas to make decisions.”

🧠 SLIDE 7: Single Server System

“Let’s start with simplest system — ONE server.”

👉 Example:

 One cashier

 One doctor

 One help desk

🏪 SLIDE 8: System Components

“Every queue has 3 parts:”

1. Arrival

Customers entering system

2. Server

Person/machine providing service

3. Queue

Waiting line

👉 Draw on board:
Arrival → Queue → Server

🔑 SLIDE 9: Factors

Explain VERY clearly:

1. Queue Discipline

👉 “Who gets served first?”

Examples:
  FCFS (First Come First Serve)

 Priority (VIP first)

2. Calling Population

👉 “Where customers come from?”

 Infinite → mall customers

 Finite → machines in factory

3. Arrival Rate (λ)

👉 “How fast customers arrive”

Example:
10 customers per hour

4. Service Rate (μ)

👉 “How fast we serve”

Example:
15 customers per hour

👉 Ask:
“If arrival > service → what happens?”
→ Queue grows

⚙️SLIDE 10: Model Assumptions

“To simplify math, we assume:”

1. Infinite customers

“No shortage of customers”

2. First come first serve

3. Random arrivals (Poisson)

👉 “Customers come randomly”

4. Random service time (Exponential)

🔥 MOST IMPORTANT:

👉 Write:
λ<μ

👉 Explain:
“If we serve slower than arrival → system crashes”

📐 SLIDE 11–12: Formulas

“I don’t want you to memorize formulas — I want you to understand them.”

Explain each:

 L → customers in system

 Lq → customers waiting

 W → total time

 Wq → waiting time

👉 Example:
“If L = 5 → 5 people in system”

👉 Key understanding:
“These formulas measure performance.”

🏪 SLIDE 13–14: Fast Shop Example

:
“Let’s apply numbers.”

 λ = 24 customers/hour

 μ = 30 customers/hour

👉 Ask:
“Is system stable?”

👉 Explain:
“Yes — because service is faster than arrival”

👉 Insight:
“If μ was 20 → system fails”

⚠️SLIDE 15: Steady State

“System works only if it is stable.”

👉 Write:
Utilization = λ / μ

Explain:

 If utilization < 1 → stable

 If utilization ≥ 1 → queue grows

👉 Example:
24/30 = 0.8 → OK

💼 SLIDE 16–23: Manager Decision

:
“Now we move to decision making.”

Problem:

Customers waiting too long

Option 1:

Add helper → faster service

👉 μ increases

Option 2:

Add new counter

👉 More servers

Explain Results Deeply:

👉 Option 1:

 Moderate improvement

 Low cost

👉 Option 2:

 Best improvement

 High cost

Key Learning:

“Best solution is NOT always cheapest or fastest — it is balanced.”

📊 SLIDE 24: Comparison Table

“Look carefully —”
  L ↓ (customers reduce)

 W ↓ (time reduces)

👉 Insight:
More service → less waiting

💻 SLIDE 25–27: Excel

“In real life, managers don’t calculate manually.”

👉 They use:

 Excel

 QM software

👉 Connect to students:
“This is similar to your Excel assignments.”

🔄 SLIDE 28–32: Constant Service

“Now service is fixed.”

Example:

Car wash takes exactly 5 minutes

Difference:

 No variability

 More predictable

👉 Insight:
“Less variability = less waiting”
Think of service time as: how long it takes to serve one customer.

🔹 1. Constant Service Time (Deterministic)

 Service time is fixed for every customer.

 No variation at all.

👉 Example:
A machine prints exactly 1 page every 30 seconds — always the same.

So:

 Mean = fixed value

 Standard deviation = 0

📌 In queueing notation: M/D/1

 M = arrivals are random (Poisson)

 D = Deterministic (constant service time)

🔹 2. Undefined / General Service Time

 Service time is not fixed and doesn’t follow a simple known

distribution like exponential.

 It can vary a lot — only mean and standard deviation are known.

👉 Example:
Using a fax machine:

 Some users take 1 min, some take 5 min, some take 10 min

 No clear pattern → unpredictable

So:

 Mean = given

 Standard deviation = non-zero

 Exact distribution = unknown

📌 In queueing notation: M/G/1

 M = random arrivals
  G = General (undefined distribution)

🔥 Key Difference

Constant Undefined (General)

Feature
Service Service

Time per
Same always Varies
customer

Variability None High

Std deviation 0 >0

Model M/D/1 M/G/1

💡 Simple way to remember:

 Constant = machine-like, predictable

 Undefined = human-like, unpredictable

If you want, I can give you MCQs or exam questions on this — very
common in your POM/queueing topics.
Main idea

Even though average service time is same in both cases, undefined

service gives more waiting because some customers take much longer
than others.

That is why:

 Constant service: small queue

 Undefined service: bigger queue

🚧 SLIDE 33–37: Finite Queue

“What if space is limited?”

Example:

Drive-thru → only 3 cars

If full:

New customers leave

👉 Insight:
“Lost customers = lost revenue”

This is a finite queue length model.

Here the system cannot hold unlimited customers.

Step 1: Understand the question

Given:

 Mean time between arrivals = 3 minutes

 Mean service time = 2 minutes

 Single server

 Space for:

o 1 vehicle in service

o 3 vehicles waiting

 So maximum number in system:

M =4

That means at most 4 vehicles total can be in the system.

If a 5th vehicle comes, it cannot enter and is turned away.

Also, arrivals and service times are exponentially distributed, so this is a
finite-capacity M/M/1 model.
👥 SLIDE 38–41: Finite Population

“Now customers are limited.”

Example:

20 machines
👉 Only those can break

👉 Insight:
“Arrival depends on system itself”

What is finite calling population?

In normal queue models, we assume the source of customers is infinite.

Example:

 bank customers

 people arriving at a store

 calls coming into a service center

There are always many more possible arrivals.

But in finite calling population, the number of possible customers is

limited.

In this question:

 Total machines = 20

 Only these 20 machines can break down and ask for repair

 So the “population” that creates demand for repair is finite

That is why this is called finite calling population.

Why is it different from normal queue models?

Because when some machines are already broken:

 they are in the system already

 they cannot break down again

 so the arrival rate changes depending on how many machines are still
working

So in this model:

λ n=(N −n) λ

where:
  N = total population

 n = number already in system

 λ = breakdown rate per machine

This means:

 if more machines are broken, fewer working machines remain

 so fewer new breakdowns can happen

That is the big idea.

Given data

 Number of machines:
N=20

 Each machine operates on average 200 hours before breakdown

So breakdown rate per machine:

1
λ= =0.005 per hour
200

 Average repair time = 3.6 hours

So repair/service rate:
 1
μ= =0.2778 per hour
3.6
🏪 SLIDE 42–50: Multiple Servers

“Now we add more servers.”

👉 Example:
3 cashiers

Key change:

Total service = c × μ

👉 Insight:
“More servers → faster system → less waiting”

🔄 SLIDE 51–54: Multiserver

1. First-Come First-Served (FCFS)

You say:
“Who gets served first?”

👉 Students: “First person in line”

You explain:

 No VIP

 No skipping

 No priority

Real-life example:

 Bank line

 Cafeteria

 DMV

✅ 2. Poisson Arrivals

You say:
“People don’t come in a fixed pattern… they come randomly.”
👉 Ask:
“Do customers come exactly every 5 minutes?”

👉 Students: “No”

You explain:

 Random arrivals

 Sometimes 2 people come together

 Sometimes no one comes

👉 Keyword: Random but predictable average

✅ 3. Exponential Service Time

You say:
“Does every customer take exactly the same time?”

👉 Students: “No”

Explain:

 Some orders are quick

 Some take longer

 Service time varies randomly

👉 Example:

 Coffee vs complicated order ☕

✅ 4. Infinite Calling Population

You say:
“This is interesting… what does infinite mean?”

👉 Students guess…

You explain simply:

 We assume unlimited customers can arrive

 No restriction like “only 10 people exist”

👉 Example:
  City population → practically infinite

📌 Part 2: Parameters (Core Variables)

🔹 λ (Lambda – Arrival Rate)

You write on board:

λ = arrivals per unit time

You say:
“If 10 customers come per hour → λ = 10”

👉 Ask:
“If 20 customers come in 2 hours, what is λ?”

👉 Wait → Answer = 10 per hour

🔹 μ (Mu – Service Rate)

You say:
“This is how fast the system serves”

👉 Example:

 If 1 cashier serves 5 customers/hour → μ = 5

👉 Ask:
“If 1 server takes 10 minutes per customer?”

👉 Guide them:
→ 60/10 = 6 per hour → μ = 6

🔹 c (Number of Servers)

You say:
“How many people are serving?”

👉 Examples:

 1 cashier → c = 1

 3 counters → c = 3
🔹 cμ (Total Service Capacity)

You say:
“This is total system speed”

👉 Formula:
cμ = c × μ

👉 Example:

 3 servers, each serves 5/hour

→ Total = 15/hour

⚠️MOST IMPORTANT CONCEPT

👉 You say slowly:

“System must serve faster than customers arrive”

👉 Write:
cμ > λ

👉 Ask:
“What happens if λ > cμ?”

👉 Students: “Queue keeps growing”

You explain:

 System becomes unstable

 Infinite waiting time

ADDITIONAL TYPES OF Queuing systems

🔹 Case 1: Single Queue → Multiple Servers (Sequential)

👉 (Point to first diagram)

You say:
“Here, everyone stands in ONE line.”
👉 Ask:
“Where do you see this in real life?”

Students:

 Bank

 Airport security

 Starbucks

Explain:

 One queue

 Multiple counters

 Customer goes to next available server

👉 Advantage:

 Fair system

 No confusion

👉 Key line to say:

“No stress about choosing the ‘right line’”

🔹 Case 2: Multiple Servers in Sequence (Process Flow)

👉 (Point to second diagram)

You say:
“Now imagine… after one service, you go to another step.”

👉 Example:

 Hospital:

1. Registration

2. Doctor

3. Pharmacy

👉 Ask:
“Do you leave after one step?”

👉 Students: “No”
Explain:

 Customer goes through multiple stages

 Each stage has its own server

👉 Key idea:
“This is like a production line or workflow system”

📌 Part 2: Real-World Complex Behavior (Slide 2)

🔥 Tell them:

“Real life is NOT as perfect as our formulas.”

🔹 1. Balking (Very Important)

You say dramatically:

“You see a long line… what do you do?”

👉 Students: “Leave”

👉 That is Balking

Definition (simple):
Customer decides not to enter

👉 Example:

 Restaurant wait too long

 You leave

🔹 2. Reneging

You say:
“Now imagine you already joined the line… but it’s too slow…”

👉 Ask:
“What do you do?”

👉 Students: “Leave the line”

👉 That is Reneging

Difference:

 Balking → never joined

 Reneging → joined but left

🔹 3. Non-FCFS Systems

You say:
“Is it always first come first served?”

👉 Students: “No”

👉 Examples:

 Emergency room → priority

 VIP customers

👉 Explain:

 Some systems use priority rules

 Not fair, but necessary

🔹 4. Service Time NOT Exponential

You say:
“In real life, service time is not always random.”

👉 Types:

 Constant → machine processing

 Fixed → automated systems

👉 Example:

 Car wash → fixed time

 ATM → similar duration

🔹 5. Arrival NOT Poisson

You say:
“Do customers always come randomly?”

👉 Students: “No”

👉 Examples:

 Lunch time rush 🍔

 Class break

👉 Explain:

 Arrivals can be predictable patterns

Things happen:

 People leave (renege)

 People don’t join (balk)

 People switch lines (jockeying)

👉 Ask:
“Who has switched lines before?” 😄

🧩 SLIDE 55–END: Full Problem

“Now we combine everything.”

Step 1:

Single server analysis

Step 2:

Multiple server analysis

👉 Compare:
Multiple server → better performance

🎯 FINAL SUMMARY

“Let’s simplify everything into 5 points:”

1. Queues happen due to randomness

2. If λ > μ → system fails

3. More servers reduce waiting

4. But more servers increase cost

5. Best solution = balance

🚀 BONUS (FOR YOUR TEACHING STYLE)

👉 Add this activity:

“Design a queue system for Rutgers cafeteria:

 How many counters?

 What service rate?

 How to reduce waiting?”

✅ If you want next:

I can make this even more powerful for you:

✔ Convert into PowerPoint speaker notes (copy-paste ready)

✔ Add numerical problem solving step-by-step
✔ Create quiz + assignments for students
✔ Create Excel sheet to simulate queues

Just tell me 👍