A statistical control chart for monitoring customer waiting time

Abstract

Statistical control charts, which signal an out-of-control condition when a single point falls beyond a three-sigma limit, have been the standard control charts for variables and attributes. However, statistical process control-based monitoring of performance measures of queuing systems has eluded mainstream practices within the quality management discipline. One major reason is that there are no general theoretical formulae existing that may provide a platform to calculate control limits for a general queue. In this paper, a statistical control chart is developed for the waiting time in the GI/G/1 queue. A significant feature of the method is that it is mathematically tractable and can be implemented in a spreadsheet format.

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