UGBA M2L5 - UGBA M2L5 Isnt cross-training workers and shifting duties at peak times just the same as adding more workers No Cross training workers

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UGBA M2L5 Isn’t cross-training workers and shifting duties at peak times just the same as adding more workers? No. Cross training workers allows us to increase the flexibility of workers without hiring more workers. Why do service providers make customers wait when they know that customers don’t like waiting? Smoothes out uneven arrival rate to a uniform service rate. Separating “back office” from “front of house” activities addresses which fundamental problem of service operations? Inseparability (server and customer must be present together) Review Queuing Theory- average number of people waiting in line Irregular arrival and customers take different amount of time to serve Solutions 1. Identify the exceptions 2. Set up services to manage the routines 3. Remove the exceptions from the process 4. Make the exceptions… routine! Ways to improve services 1. Productivity a. Old view: How can you improve the productivity of a string quartet? b.
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This note was uploaded on 10/03/2011 for the course UGBA 10 taught by Professor Xuanmingsu during the Fall '08 term at University of California, Berkeley.

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UGBA M2L5 - UGBA M2L5 Isnt cross-training workers and shifting duties at peak times just the same as adding more workers No Cross training workers

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