Simulation and analysis of a bank’s multi-server queueing system

Simulation allows one to realize models of complex systems, processes, or components and carry out experiments on them with the purpose to determine how the real systems perform. The aim of this paper is to present a simulator able to analyze the stochastic behavior of multi-server queueing systems with general distributions for interarrival and service times, for which very few analytical results are available. The simulator, developed using the symbolic and numerical power of the software Mathematica, is based on a discrete-event simulation model. In particular, a case study is presented: the simulation of a real system represented by a bank, according to real data collected on interarrival times of the users and service times of the servers. Moreover, the optimization of this system is proposed through an objective function that takes into account various parameters, among which is the average sojourn time of a customer in the queue. © 2014 Springer Science+Business Media New York.