M5 Sell and Service IT StudentFa09_1

M5 Sell and Service IT StudentFa09_1 - Module05 01...

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Module 05 Sell It and Service It: Waiting Lines, Retail and  Service Considerations 01
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Module 05 Part 1: QUEUES -                      Waiting Lines and Waiting  Line Models 02
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The American Waiting  Line 03 Wired for Waiting Lines What are the key American cultural values? Why is the waiting line so vital to American society? Why is it so hated?  Why is it so valued? What is a good waiting line? Bad waiting line? Waiting Lines Everywhere Where do we encounter waiting lines? What do you think of places that have bad waiting  lines?  Where are the worst lines?  Government?   Corporate? Why?
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Waiting Line Basics 04 Stakeholders Customers Corporate - Owners, Managers, Employees  Stakeholder Costs What is the Cost of Waiting for the Customer? TIME  Companies that provide shorter lines are perceived as providing  higher service level.  Customers may be willing to pay more.  What is the Cost to the company for keeping lines short? MONEY Shorter lines typically means more employees with less work. Waiting Line Goals Find the Proper BALANCE between Long Lines/Unhappy  Customers and Idle Staff/High Cost.  Answer the Question: How many servers required for OUR  business?
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Input Source Balking Waiting Line Reneging Service Facility Served Customers Waiting Line  System 05
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Waiting Line  System 06 THE SYSTEM THE SYSTEM CUSTOMERS CUSTOMERS WAITING WAITING         LINES LINES     SERVICE SERVICE FACILITY FACILITY SERVERS SERVERS
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Customers: Input  Source 07 How Many Potential Customers? FINITE Pool – Few potential customers.  Every customer in  the store significantly decreases the chance of another  customer arriving. Example:  Retail store that sells jumbo  jet airplanes. INFINITE Pool – Many potential customers.  Odds barely  affected by new arrivals.  Example: McDonald’s  (All our  calculations should be assumed to be infinite pools.) Degree of Variability Type of customers – Prepared/unprepared customer,  Big/small orders, high/low maintenance customers, Paying  cash vs. check Arrival rates  – Steady stream of customers?  Busy and slow  time periods? Busy and slow days of week?  Seasonal  trends? Customer Disposition: Need for Service/Patience Balking, Reneging, and Patient/Needy Customers
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Waiting  Lines 08 Number of Lines (and Number of Servers) SINGLE LINE – 1 st  Come – 1 st  Served(BK) (FCFS), Sense of  Fairness MULTIPLE LINES – Line Jumping or  Jockeying ? Bad/Good  line? (McD) Priority Discipline Rules – Who goes first?  Why?
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M5 Sell and Service IT StudentFa09_1 - Module05 01...

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