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Workshops would avoid losing their customers due to a long wait on the line. Some workshops initially provide more waiting areas than they actually need to put them in the safe side, and reducing the areas as the time goes on safe space. However, waiting areas alone would not solve a problem when customers withdraw and go to the competitor’s door; the service time may need to be improved. This shows a need of a numerical model for the worshop management to understand the situation better. This paper aims to show that queuing theory satisfies the model when tested with a real-case scenario. We obtained the data from a workshop in Agra. We then derive the arrival rate, service rate, utilization rate, waiting time in queue and the probability of
potential customers to balk based on the data using Little’s Theorem and M/M/1 queuing model. The arrival rate at Ford workshop during its busiest period of the day is 2.22 customers per minute (cpm) while the service rate is 2.24 cpm. The average number of customers in the workshop is 122 and the utilization period is 0.991. We conclude the paper by discussing the benefits of performing queuing analysis to a busy workshop.
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