Service Queue II

Service Queue II - Dealing with Process Uncertainty Process...

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1 Manufactur Proc select Process Analysis Project Service design Transformation Process Process view Ops strategy Nature of service Service system-design matrix 3 contrasting service designs Waiting line Dealing with Process Uncertainty Linear Program
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2 Waiting line management Why waiting occurs? What contributes to it? Performance-productivity tradeoff Queueing models ( Excel spreadsheets ) How to reduce waiting? Psychology of waiting
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3 Waiting a Part of Everyday Life
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4 Waiting at Hospitals As of June 30, 2007, there were 48,000 patients waiting for cataract surgery at Hong Kong public hospitals; The expected waiting time for cataract surgery is about 35 months; The information will be revealed publicly by an information system set up by the Hospital Authority to improve transparency and choice.
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5 Laughing All The Way
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6 Or Is It Really Fun? Waiting is frustrating, demoralizing, agonizing, aggravating, annoying, time consuming, and incredibly expensive. --- Federal Express arriving customer queue
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7 Some Waiting-Related Questions Guests in a five-star hotel complain that they wait too long for lifts. What can you do about it? In a company, everyone works all the time. Is the company a very efficient one? What can be done to reduce the waiting during peak hours at the Dim Sum restaurant? Buses of a certain route are regularly bunched up during rush hours, instead of evenly spaced. It is a common experience to wait for 10 or 15 minutes and then find two or three buses coming nose to tail. Can you explain why?
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8 Telemarketing at a Mail-Order Firm During some half hours, 80% of calls received a busy signal. Customers getting through had to wait on average 10 minutes for an available agent. Extra telephone expense per day for waiting was $25,000. For calls abandoned because of long delays, the firm still paid for the queue time connection charges. It was conservatively estimated that the firm lost $10 million of profit because of sub-optimal allocation of telemarketing resources.
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9 Flow Times in White Collar Processes Why are the flow times so long?
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10 Time-Base Competition Time: an important source of competitive advantage Fast introduction of new products/services Fast and on-time delivery of existing products/services Don’t sell what you produce, produce what sells. Response time is an important service attribute. Process flow time determines the capability of a firm in time-based competition.
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11 Inter-arrival time is the time between two consecutive arrivals. Service (or processing) time is the time taken to serve a customer. Inter-arrival time = service time = 6 minutes. Arrival rate = 10 customers per hour. Service rate = 10 customers per hour.
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This note was uploaded on 05/21/2011 for the course ISOM 111 taught by Professor Hu,inchi during the Spring '10 term at HKUST.

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Service Queue II - Dealing with Process Uncertainty Process...

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