Waiting Line Exercise.doc - Waiting Line Exercise Jim Wong is the new managing director of Coles a supermarket chain in Randwick When Jim was hired he

Waiting Line Exercise.doc - Waiting Line Exercise Jim Wong...

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Waiting Line Exercise Jim Wong is the new managing director of Coles, a supermarket chain in Randwick. When Jim was hired, he was aware that Coles’ sales had not been growing for some time. Jim was expected to boost the sales again. As a first step, Jim wants to understand customers’ shopping experience in a Coles store. He wants to find out the average time that each customer shops in the store. According to research, the amount of sales increases with the average shopping time that a customer spends in a store. Having done some coursework in Service Management from UNSW, Jim figures out that he could estimate the average time that a customer spends in the store (say T 1 ). This time, however, includes the time that the customer waits and checks out at a cashier. Jim understands that he can also estimate the average time that a customer spends for the checkout process (say T 2 ), including waiting in a queue and paying at the cashier. Then the time difference, T 1 -T 2
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