Sessions_13_14

Sessions_13_14 - Operations Management Sessions 13 14 Waiting Lines Sessions 13 14 Operations Management 1 Objectives Understand the phenomenon of

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Sessions 13 & 14 Operations Management 1 Operations Management Sessions 13 & 14:   Waiting Lines
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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
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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
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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
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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
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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
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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.
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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?
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This note was uploaded on 05/08/2008 for the course BUAD 311 taught by Professor Vaitsos during the Spring '07 term at USC.

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Sessions_13_14 - Operations Management Sessions 13 14 Waiting Lines Sessions 13 14 Operations Management 1 Objectives Understand the phenomenon of

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