Category Archives: Waiting Line Management

Customer Waiting Time versus Process Efficiency The Trade-Off in Waiting Line Management

Customer Waiting Time versus Process Efficiency: The Trade-Off in Waiting Line Management The classical operations management model relating service and cost illustrated in Exhibit 11.2. shows the trade-off between the cost of providing fast service and the cost of having the customer wait. This trade-off between providing high levels of customer service (i.e .. fast service) and obtaining high worker producti


TIME IS MONEY AT DISNEY'S THEME PARKS Everyone goes 0 Disney theme parks, everyone has to wait in lines. (Well almost everyone) And most people hate to wait in these lines Now some people have ways to avoid these lines. Disney's policy is that everyone is a VIP but the reality is that some are more VIP than others. For an additional cost of $50-$60 per ticket you can buy a theme park VIP tour. This will get

The Importance of Good Service

The Importance of Good Service As stated previously in Chapter 2, those companies in both manufacturing and service operations that provide outstanding service to their customers can achieve a competitive advantage in the marketplace in today's highly competitive environment And good service begins when the customer first comes in contact with an organization and waits in some type of line or queue prior to be

managerial issues

managerial issues Customer waiting lines are a fact of life that every service manager must address. Even with manufacturing companies as technology in the form of the Internet brings customers closer to the factory customer waiting issues take on increasing importance with respect ( product delivery and subsequent customer service support. Dell computer provides a good example of this. Waiting lines occur wh

Waiting Line Management

Chapter Objectives • Emphasize the importance of providing fast service as a competitive advantage to companies. • Show the relationship between customer expectations customer perceptions and customer satisfaction as they pertain to waiting time. • Identify the various factors that can affect customer satisfaction with waiting time and provide a framework for showing managers which of these factors are