TEACHING QUEUING THEORY BY USE OF CASE STUDIES

Tuition of queuing theory can be made easy by using of a case study modelling operation of a bank branch. This article contains tutorial comprising a model of a bank branch that includes basic characteristics of stochastic process of queuing of customers according to the operation with several bank counters. These characteristics are as follows: mean expectancy, mean time spent in the bank, mean length of queue, exploitation of counter staff. The tutorial also includes simulation model dissimulating the bank customers' activities including animation of their arrivals, queuing and departures. The tutorial imitates bank branch operation during opening hours: for every time segment of the working hours there is possible to set the number of open counters and the rate of customer arrivals.