Module 2 Lecture 6 - Fall 2010 Module 2 Production Quality...

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David Robinson © D. Robinson, 2009 Fall 2010 Module 2 Production & Quality Lecture 6: Service Operations II
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2 Review from the previous lecture Queuing theory example
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3 Average number of people in the queue: = Practice Q on Queuing Theory λ 2 µ (µ - λ ) Try this with (Arrival Rate) λ = 10 / hour (Service Rate) µ of 12 / hour (5 minutes )
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4 An Example of Queuing Theory Solution Average number of people in the queue: λ 2 µ (µ - λ ) Try this with (Arrival Rate), λ = 10 / hour µ (Service Rate) of 12 / hour (5 minutes) 100 ---------------- = 4.17 12 (12 – 10) =
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5 Service Operations II How we handle uneven time-to-serve Improving service operations
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6 Service times: ( only a few people take forever) Number of customers Time to serve, minutes A very few customers take very long times Distribution is usually exponential
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Routines and Exceptions How we handle “Variable time to serve” 7
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8 Routines and Exceptions 1. Set up service process to manage the routine transactions efficiently 2. Train workers to identify exceptional transactions 3. Remove the exceptions from the process
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9 Routines and Exceptions 1. Set up service process to manage the routine transactions efficiently 2. Train workers to identify exceptional transactions 3. Remove the exceptions from the process 4. Make the exceptions routine!
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How to Improve Service Operations Not as impossible as some people thought 10
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