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Lesson 7: Queue Management (Principles of waiting line management…
Lesson 7: Queue Management
Economics of Waiting
Firm
- cost of keeping an employee waiting measured by unproductive wages
Customers
- cost of waiting is that forgone alternative use of that time
Psychology of waiting (laws of service)
Customer receives better service than he/she expects - customer will go off happy and satisfied
First impressions cans influence the rest of service experience. Thus advisable then to make the waiting period a pleasant experience
Old empty feeling, food in the door, light at the end of tunnel, excuse me but i was next
Arrival Characteristics
Pattern of arrivals at system
Customers arriving at the facility according to known schedule -
non random
arrivals
Arrivals are considered
random
when they are independent of one another and occurence cannot be predicted exactly
Behavioral of arrivals
Balk customers
refuse to join waiting line as it is too long to suit their needs/interests
Reneging customers
Join the queue but will become inpatient and leave without completing the service transaction
Jockeying customers
Customers changes one line to another (reduce waiting time)
Size of arrival population
Number of customers/arrivals on hand at any given moment is just a small portion of all potential arrived - considered
unlimited/infinite
Quue that has only limited number of potential users of service is considered
limited or finite
population
Waiting Line Characteristics
Length of waiting line
Queue is limited when it cannot (law/physical restrictions) increase to an infinite length
Unlimited queue when size is unrestricted
Queue Discipline
Priority queuing (critically inured/ill patients/shoppers with less than 10 items
Some places do not use any queuing system resulting in random queuing
FIFO/FCFS
Principles of waiting line management
Discriminate - not about moving people out of line but also who moves out of line
Automate - creating database of FAQs so that a single staff is able to address the inquiry instead of speaking with several different people
Animate - making waiting fun
Obfuscate - perceived wait is often more important than actual wait
