Week 4: Entry and Queuing Flashcards
How can managers understand the arrival service encounter?
- Virtual walkthrough
- Evaluation of previous events
- Personal experience
How to Minimise Customer’s Experience of Entry Time
- Reduce Service Time – Increase Serving Rate
- Reduce Queuing Time
- Make Queuing more bearable/pleasurable
Ways to increase service rate
- Simplifying the service interaction
- Increasing the numbers of servers
- Dealing with different groups in different lines (e.g. pre-paid tickets)
What is an Arrival Profile?
When and at what rate customers will arrive at the event • All at once (football matches) • At a steady rate • In predictable patterns • In unpredictable patterns
Queue Formation: Reducing Queuing Time
If more people arrive than we can effectively process them then we will build a queue quickly.
- Arrival rate between 80%-100% of service rate - queue will increase slowly
- Arrivals rate is less 80% of service rate - queues will reduce
Ways to manage a queue?
- Increase the service rate
- Increase the number of channels
- Make sure the channels are used – signage, marshals etc
- Discipline the queue
- Decrease the arrival rate
What is Lovelock’s Psychology of waiting?
- Unoccupied time feels longer than occupied time
- Pre-process waits feel longer than in-process waits
- Anxiety makes the wait feel longer
- Uncertain waits are longer than known waits
- Unexplained waits are longer than explained waits
- More valuable the service = longer the customer will wait
- Solo waits feel longer than group waits
How psychology of waiting can be applied in an events context?
- Entertainment for the queue
- Information about wait length (staff or signage)
- Doing something in the queue (e.g. filling out forms)
- Regular updates/explanations from staff (communicate with your queue)
- Reassurance about not missing events (e.g. delaying kick off times)
What is queue discipline?
- FCFS – first come first served
- FIFO – first in first out (e.g. supermarket queue)
- LIFO – Last in first out (e.g. email inbox)
- SIRO – serve in random order (e.g. train door)
- Priority order (casualty department in hospital)
What is Rope and Pin Fencing
- Designating low volume direction or queuing systems.
* Offer very little resistance or security
What is Low Height Barriers
AKA. Crowd control barriers • Restricting access • Designating routes • Queuing systems. • Delivered in stacks and can be deployed very quickly.
What is Mesh Panel-Fencing
AKA. Heras fencing.
• Panels measuring 2 metres high and 3.5 metres long
• Supported by inserting into separate solid plastic or concrete block units and joined together
• No structural resistance to crowd pressure.
What is Hoarding
- Similar to meshpanel fencing - mesh replaced with corrugated thin solidsteel infill.
- Panel size is usually reduced to 2 metres by 2 metres
- Limited resistance to lateral loads (e.g. wind or crowd pressure)
What is Steel Panel Fencing
AKA. Steel Shield Fencing
• Solid panel system - used for creating an enclosed perimeter
• reasonably high degree of security
• normally 3 metres high by 2.4 metres wide
• formed of flat plastic coated steel over a fabricated steel frame
What is a Stage Barrier
- load bearing - used when risk of crowd pressure
- Individual sections = 1200 mm high and 1 metre wide
- footplate that the audience stands on to stabilise the system
- top horizontal rail should be smooth and fall flush on the front vertical fascia (audience side)
- a step on the rear (stage side) that working personnel can use
What is a Multichannel Queuing System
most effective way to queue large numbers of people on the entrance. Has advantage that:
• It maximizes the amount of people that can be safely queued in a given area, ensures the entry is controlled, and that people enter in the order that they have been queuing
• eliminates pushing to gain a quicker entry
• minimizes any forward pressure by the fact that the people are moving sideways in the queue and each row of people is broken up by a row of barriers.
what is the FIST Model of Crowd Disasters
Fruin (2002)
- (F)orce of the crowd, or crowd pressure;
- (I)nformation upon which the crowd acts or reacts, real or perceived, true or false;
- (S)pace involved in the crowd incident, standing area, physical facilities - stairs, corridors, escalators;
- (T)ime duration of incident, event scheduling, facility processing rates
What are the key dates of the Hillsborough disaster?
- 15th April 1989 Hillsborough Stadium, Sheffield – 96 dead
- 1990 Taylor Report published - leading to
- 1992 Formation of the Premier League
- 1994 Requirement for All-Seater stadiums in English Premier League
- 2013 Overturning of Original Inquest Findings
- 2016 New Hillsborough Inquest reports
- 2017 Prosecutions now being considered
