311_Session11-08

311_Session11-08 - Session11:WaitingLines Objectives...

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Operations Management Session 11:  Waiting Lines
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 Session 11 Operations Management 2 Objectives Understanding the phenomenon of waiting  Measures of waiting-line systems Waiting time, number of waiting orders Impact of variability/uncertainty & utilization rate Risk pooling effect in waiting line
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 Session 11 Operations Management 3 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
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 Session 11 Operations Management 4 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
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 Session 11 Operations Management 5 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
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 Session 11 Operations Management 6 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
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 Session 11 Operations Management 7 Characteristics of Queuing  Systems
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311_Session11-08 - Session11:WaitingLines Objectives...

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