Session 6 - waiting line management Flashcards
Waiting lines
Common in service operations like banks and resturants
Why is queue managment important?
-Customer satisfaction
-Lost sales
-Cost considerations
Randomness
A big challenge as unpredictable customer arrivals and services make waiting lines difficult to manage
is waiting always bad?
no!
Intential waiting can increase percieved values
Such as luxury brands w new launches
Segment customers
Prioritize customers based on membership status and urgency
Training employees
Helps reduce wait times
Inform customers of wait times
Transparency reduces frustration
Provide distractions
Entertainment makes the line feel short
Encourage customers
to come during off peak hours
Queueing theory
Mathematical study of wait times
Finite pop source
The number of potential customers is limited this is a population score - size of population
Infinite population score
The number of customers is unlimited
Constant arrival patterns
Arrivals happen at fixed intervals
Variable arrival patterns
Arrivals are random
Interval time
Time between customer arrivals
Arrival rate
Number of customers arriving per period
Queue discipline
Rules for deciding who gets served first
Most common rule?
First come first serve
