Brief Course Description
1. Course Title:
Queuing Management
2. Language of Instruction:
Tiếng Việt
3. Course Code:
TOU515075
4. Credits:
3
5. Course Objectives:
The course "Queue Management" provides students with fundamental knowledge and analytical skills regarding queuing models, from their construction to their application in serving large numbers of customers. Students will explore the basic properties of queue formation, analyze the laws of finite and infinite source crowds, and apply various waiting time distributions to corresponding events. The course emphasizes the evaluation and calculation of time and costs in waiting systems, including single-server and multi-server models with different arrival orders. Students will learn how to handle priority situations and reflect on waiting issues as a component of tourism service quality. Additionally, students will develop the ability to grasp real-world variations, flexibly handle emerging situations, and minimize the probability of customers leaving the queue, contributing to improving service quality and customer experience.
6. Brief Description of Course Content:
The module presents the basic methods and approaches in queuing models, understands how models are built, and analyzes them. Students are also instructed how to build a mass-service model for customer service cases. One-server and multiple-servers models are analyzed with different customer arrival orders and determined how time and cost are calculated in the waiting system. Waiting situations will be reflected to constitute the quality of tourism service.