311_session_6_Waiting_line_management

311_session_6_Waiting_line_management - Waiting Line...

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1 Waiting Line Management BUAD311 Session 6
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2 Last Class Little’s Law Links three important measures
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3 Objectives Understanding the phenomenon of waiting Measures of waiting line systems Waiting time, number of waiting orders Impact of variability/uncertainty, utilization rate, and risk pooling effect in waiting line
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4 The Psychology of Waiting Lines Concerned with the experience of waiting Actual waiting time versus waiting time that feels like Laws of service Satisfaction = Perception – Expectation It is hard to play catch-up ball.
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5 Customer Satisfaction Actual Waiting Time Time, as measured by a stopwatch, of how long a customer has to wait prior to receiving service. Perceived Waiting Time Amount of time customers believe they have waited prior to receiving service. Has a greater effect on customer satisfaction than actual waiting time.
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6 Principles of Waiting Unoccupied waits feels longer than occupied waits Pre-process waits feels longer than in-process waits Anxiety makes waits seem longer Uncertain waits are longer than known, finite waits Unexplained waits are longer than explained waits Unfair waits are longer than equitable waits
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7 A Long Line for a Shorter Wait at the Supermarket
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8 Characteristics of Queuing System time Servers Customers Where is the uncertainty? ? ? ? ? Customer arrival time (Interarrival time) Service time Interarrival time
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9 Characteristics of Queuing Systems The time of the arrival of an order, or interarrival time, is not known ahead of time The time a telephone call is made is random
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This note was uploaded on 09/16/2009 for the course BUAD 14905 taught by Professor Hills during the Fall '09 term at USC.

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311_session_6_Waiting_line_management - Waiting Line...

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