Waiting Line Management
You drive your car into the Hertz rental lot at the West Palm Beach, Florida, airport. As you begin to remove your luggage from the car, a service attendant greets you and asks for a copy of your rental car contract. The attendant quickly enters the contract number into a -and-held terminal,.which prints a receipt before you have removed all of your luggage. Without fur.h.er ado, you board the Hertz bus that takes you to your airline terminal. At the Marriott Hote in Newton, Massachusetts, guests who have preregistered can go directly to a self-service key rack to pick up their room keys and then can proceed directly to their rooms without the aggravation of waiting in line at the check-in desk. Guests who want to avoid the hassle of waiting in line to check out at Bally's Hotel in Las Vegas can take advan age of the express check-out feature available on the television in each room. A guest simply follows menu-driven options on the television screen. The final bills then totaled and charged to the proper credit card. The guest simply deposits the room key in a box on the way out. These examples illustrate a growing trend among companies in general, and service firms in particular, to provide continually faster service, and in some cases, as noted above, even totally eliminating customer waiting time.