Application of queuing model at the driver and Vehicle Licensing Authority-Kumasi (Eye-Test Section)

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November 2015
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In general customers do not like to wait for a long period before services are rendered. Most customers prefer to give up or leave instead of waiting in queues. Over the years, the importation of vehicles into the country has led to massive queues and congestion at the DVLA premises. The DVLA is a government agency solely responsible for issuing license and evaluating drivers and cars in Ghana. This authority is responsible for ensuring safety on the road. The major problem facing the DVLA is that, the number of applications have increased, whiles the DVLA premises still remains the same so drivers have to queue for a long time before services are rendered. These inconveniences might cost both parties, that is the driver who would be driving without valid documents and the DVLA which is a business entity for the nation would also loose some revenue if drivers fail to patronize the services rendered to them by the authority due to long queues. Therefore understanding queues and knowledge on how to manage them is one of the most essential fields in operations management. This work analysis the M=M=1 queuing model at the eye-test section of the DVLA(Kumasi). Due to insufficient number of Optometrist, queues are always formed at the eye-test section of the DVLA. The M=M=1 queuing model provides details on the arrival rates, performance measures, busy and idle period of the Optometrist, for which management of the DVLA could use and provide information to drivers on the amount of time they are expected to spend both in the queue and in the system during the five working days at the eye-test section of the DVLA. In all Monday and Friday recorded the highest arrival rates and performance measures as compared to the other three working days. Customers can therefore choose to go through the eye-test examination on Tuesdays, Wednesdays and Thursdays to avoid long queues and congestions since these days recorded the least arrival rates and performance measures.
A thesis submitted to the Department of Mathematics, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirement for the Degree of Master of Science in Industrial Mathematics, 2015