# m2l6 - Fall 2010 Module 2 Production Quality Lecture 6...

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David Robinson © D. Robinson, 2009 Fall 2010 Module 2 Lecture 6: Service Operations II

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Review from the previous lecture • Queuing theory example 2
Average number of people in the queue: Practice Q on Queuing Theory 2 3 = λ µ (µ - λ ) Try this with (Arrival Rate) λ = 10 / hour (Service Rate) µ of 12 / hour (5 minutes )

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An Example of Queuing Theory Solution Average number of people in the queue: 2 100 4 λ u (u - λ ) Try this with (Arrival Rate), λ = 10 / hour µ (Service Rate) of 12 / hour (5 minutes) ---------------- = ___ 12 (12 – 10) =
Service Operations II • How we handle uneven time-to-serve • Improving service operations 5

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Service times: ( only a few people take forever) Number of customers A very few customers take very long times Distribution is usually xponential 6 Time to serve, minutes exponential
Routines and Exceptions How we handle “Variable time to serve” 7

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Routines and Exceptions 1. Set up service process to manage the routine transactions efficiently 8 2. Train workers to identify exceptional transactions 3. Remove the exceptions from the process
Routines and Exceptions 1. Set up service process to manage the routine transactions efficiently 9 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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## This note was uploaded on 02/05/2011 for the course BUSINESS 10 taught by Professor Johnsmith during the Fall '10 term at UCLA.

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m2l6 - Fall 2010 Module 2 Production Quality Lecture 6...

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