Chapter 7 Variability and Waiting Time Problems Part II

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Priority Rules in Waiting Time Systems• First-Come-First-Serve: easy to implement + perceived fairness• Shortest Processing Time Rule: Minimizes average waiting time• Sequence based on importance: emergency or profitable customersA: 9 minutes B: 10 minutes C: 4 minutes D: 8 minutesAC9 min.B4 min.D19 min.C13 min.A23 min.D21 min.BTotal wait time: 9+19+23=51minTotal wait time: 4+13+21=38 min11Actual Wait Time vs. Perceived Wait TimePerceived Wait Time• Amount of time customersbelieve they have waitedprior to receiving service.• Has a greater effect oncustomer satisfaction thanactual waiting timeSatisfaction10.80.60.40.20t*perceived waitsensitivitythreshold12
Factors Affecting Perceived Wait TimesService-Related Factors Unfair versus fair waits Uncomfortable versuscomfortable waits Unexplained versusexplained waitsCustomer-Related Factors Solo versus group waits Waits for more valuableversus less valuableservices Customer’s personalattitude13Suggestions for Managing Queues1. Determine an acceptable waiting time for your customers2. Try to divert your customer’s attention when waiting3. Inform your customers of what to expect4. Keep employees not serving the customers out of sight5. Segment customers6. Train your servers to be friendly7. Encourage customers to come during the slack periods8. Take a long-term perspective (and redesign the system)14
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Chapter 7 Variability and Waiting Time Problems Part II

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