Chapter 7 Variability and Waiting Time Problems Part II

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Reducing VariabilityReduce Arrival Variability• appointment/reservation: how to handle late arrivalsor no-shows• encourage customers to avoid peak hours.Reduce Service Time Variability• training and technology• limit service selection• reduce customer involvement15Summary• Variability is the norm, not the exception- understand where it comes from and eliminate what you can• Variability leads to waiting times although utilization
Balancing Efficiency with ResponsivenessResponsivenessHighIncrease staff(lower utilization)System improvement(e.g. pooling of resources)Responsiveprocess withhigh costsNowReduce staff(higher utilization)Low cost process withlow responsivenessLowFrontier reflectingcurrent processHigh perunit costs(low utilization)Low perunit costs(high utilization)Efficiency17
Page 1 and 2: Chapter 7 Variability and WaitingTi
Page 3 and 4: Waiting Time for Multiple, Parallel
Page 5 and 6: Staffing & Incoming Calls over the
Page 7: Factors Affecting Perceived Wait Ti

Chapter 7 Variability and Waiting Time Problems Part II

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