Sessions_13_14

Sessions_13_14 - Operations Management Sessions 13 14...

Info icon This preview shows pages 1–9. Sign up to view the full content.

View Full Document Right Arrow Icon
Sessions 13 & 14 Operations Management 1 Operations Management Sessions 13 & 14:   Waiting Lines
Image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Sessions 13 & 14 Operations Management 2 Objectives Understand the phenomenon of waiting  Measures of waiting-line systems Waiting time, number of waiting orders Impact of variability/uncertainty & utilization rate Formulae for waiting-line calculations
Image of page 2
Sessions 13 & 14 Operations Management 3 The Article The Psychology of Waiting Lines About experience of waiting Actual waiting time versus what waiting time feels like Laws of service Satisfaction = Perception – Expectation It is hard to play catch-up
Image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Sessions 13 & 14 Operations Management 4 Principles of Waiting Unoccupied time feels longer than occupied time Pre-process waits feel longer than in-process waits Anxiety makes waits seem longer Uncertain waits seem longer than known, finite waits Unexplained waits seem longer than explained waits Unfair waits seem longer than equitable waits The more valuable the service, the longer a customer is  willing to wait Solo waiting feels longer than group waiting
Image of page 4
Sessions 13 & 14 Operations Management 5 Characteristics of Waiting- line Systems The time of the arrival of an order is not known  ahead of time Example: The time a telephone call is made is random The service time is not known ahead of time Example: The time a customers spends on the web page of  Amazon.com is random Example: The time a customer spends at the teller in a bank is  unknown
Image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Sessions 13 & 14 Operations Management 6 Characteristics of Waiting- line Systems Which leads to : Idleness of resources Waiting time of customers (orders) to be processed Interested in evaluating: Average  waiting time  in the queue and in the system Average number  of orders (customers) waiting to be  processed Waiting time and average number are  measures
Image of page 6
Sessions 13 & 14 Operations Management 7 Characteristics of Waiting- line Systems Also interested in evaluating: The average number of customers in the system. The  utilization rate  of the servers, e.g., the operator in the  bank, the operator at the insurance company, or the server in  a communication network. Understand the reasons for waiting.
Image of page 7

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Sessions 13 & 14 Operations Management 8 A Deterministic System:   Example 1 Questions: Can we process the orders? How many  orders will wait  in the queue?
Image of page 8
Image of page 9
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern