311_Session11_Chen

311_Session11_Chen - Operations Management Session 11:...

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Unformatted text preview: Operations Management Session 11: Waiting Lines Session 11 Operations Management 2 Information Homework #3 posted, due Monday, 3/2. West Coast case Wednesday, 3/4. Game registration. Session 11 Operations Management 3 Objectives Understanding the phenomenon of waiting Impact of variability/uncertainty & utilization rate Classification of the waiting-line systems Session 11 Operations Management 4 The Article The Psychology of Waiting Lines About 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 Session 11 Operations Management 5 Principals of Waiting Unoccupied times feels longer than occupied time 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 The more valuable the service, the longer I will wait Solo waiting feels longer than group waiting Session 11 Operations Management 6 Characteristics of Queuing System time Servers Customers Where is the uncertainty? ? ? ? ? Customer arrival time (Interarrival time) Service time Interarrival time Session 11 Operations Management 7 Characteristics of Queuing Systems The time of the arrival of an order is not known ahead of time The time a telephone call is made is random The service time is not known ahead of time The time a customers spends on the web page of Amazon.com is random The time a customer spends speaking with the teller in the bank is unknown Session 11 Operations Management 8 time Servers Customers What to measure? Avg. time in line and in the system Avg. queue length (average # of customers in line) Avg. # of customers in the system Avg. Utilization rate of the server Characteristics of Queuing Systems Session 11 Operations Management 9 Characteristics of Queuing Systems This leads to : Idleness of resources Waiting time of customers (orders) to be processed We are interested in evaluating: Average waiting time in the queue and in the system The average number of orders (customers) waiting to be processed Waiting time and average number are measures Session 11 Operations Management 10 Characteristics of Queuing Systems We are also interested in evaluating:...
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This note was uploaded on 11/09/2009 for the course BUAD 311 taught by Professor Vaitsos during the Fall '07 term at USC.

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311_Session11_Chen - Operations Management Session 11:...

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