Application of Queuing Theory in Automobile Service Centres: A Case Study of Maruti Suzuki, Baloda Bazar
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Application of Queuing Theory in Automobile Service Centres: A Case Study of Maruti Suzuki, Baloda Bazar
Authors:
Dr. Shivani Guru
Assistant Professor
Mr. Saket Singh Verma
Student
Amity Business School
Amity University, Raipur, Chhattisgarh
Abstract: This research explores the application of queuing theory to optimize service operations in automobile service centres, using the Maruti Suzuki service centre in Balodabazar as a case study. With rising customer demand and limited service infrastructure, managing wait times and resource allocation is increasingly critical. This study applies the M/M/c/∞/FCFS queuing model to assess operational performance, analyze wait times, and evaluate the effect of server count on system efficiency. The results reveal that while increasing servers initially reduces waiting times, excessive server addition without proportional efficiency gains leads to diminishing returns. Findings aim to support strategic decision-making in service design and resource management.
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