SCM 300 – MODULE 05
Stores are responsible for
Managers, store employees, potentially
inventory cash, store property
Customers and their Assets-
store visitors, their cars,
and also any other personal property
company, customer, and vendor data
Modern retailers have large
sophisticated security teams at both the corporate
and store level that work closely with law
They should also work with vendors to
In the last few years data was
hacked through vendors in order to access retail
Goal of waiting line management
Balance the cost paid by the customers (time) with
the cost paid by the company (money paid to
maintain the system.)
In a waiting line
system everyone pays.
Every decision made by a
manager shifts payments toward customers or
toward the company.
More employees equals
shorter line but costs the company more to keep lines
Parts of a waiting line system
Made up of 3 parts;
Input source- this is the population of people that
might want service
Waiting line- the area in which customers wait for
Service facility- the area in which customers actually
Customers (input source) move from
being outside of the system to entering the system
where they might need to wait in a line.
server is available they will move from the line into
the service area.
4 Managerial Considerations in Queues
Customers- How many are there?
How quickly are
The Waiting Lines- What type of lines?
Employees- Who’s working in the system?
Skill level and speed?
Service Facilities- How effective and efficient is the
Managers have the ability to manage all of these
By changing prices, hours of operation,
increasing training, upgrading technology, adding
more lines, etc. a manager has the ability to impact
customer and employee satisfaction, employee
efficiency, and many other issues that impact the
proficiency of the waiting line system.
Basic waiting line terminology
-Line. Here it often refers to the number of
lines available at each step.
- A single step in the process.
Phases in college enrollment; application,
registration, orientation, scheduling.