EP JOHNWAITING LINE MANAGEMENT

WHERE THE TIME GOES

In a life time, the average person will spend:

SIX MONTHS Waiting at stoplights

EIGHT MONTHS Opening junk mail

ONE YEAR Looking for misplaced 0bjects TWO YEARS Reading E-mail FOUR YEARS Doing housework FIVE YEARS Waiting in line SIX YEARS Eating

12-*

TEN PROPOSITIONS ON THE PSYCHOLOGY OF WAITING LINES1. Unoccupied time feels longer 2. Preprocess/post-process waiting feels longer than in-process3. Anxiety makes waiting seem longer4. Uncertain waiting is longer than known, finite waiting5. Unexplained waiting seems longer6. Unfair waiting is longer than equitable waiting 7. People will wait longer for more valuable services8. Waiting alone feels longer than in groups9. Physically uncomfortable waiting feels longer10. Waiting seems longer to new or occasional usersSources: Maister; Davis & Heineke; Jones & Peppiatt

COMPONENTS OF THE QUEUING SYSTEMQueue or

LAWS OF SERVICEMaisters First Law: Customers compare expectations with perceptions.Maisters Second Law: Is hard to play catch-up ball.Skinners Law: The other line always moves faster.Jenkins Corollary: However, when you switch to another other line, the line you left moves faster.12-*

CUSTOMER SERVICE POPULATION SOURCESPopulation SourceExample: Number of machines needing repair when a company only has three machines.Example: The number of people who could wait in a line for gasoline.

SERVICE PATTERNServicePatternExample: Items coming down an automated assembly line. Example: People spending time shopping.

THE QUEUING SYSTEM Queuing System

EXAMPLES OF LINE STRUCTURESSingle ChannelMultichannelSinglePhaseMultiphase

ESSENTIAL FEATURES OF QUEUING SYSTEMSDepartureQueuedisciplineArrival processQueueconfigurationServiceprocessRenege

BalkCallingpopulationNo futureneed for service12-*

ARRIVAL PROCESSStaticDynamicAppointmentsPriceAccept/RejectBalkingRenegingRandomarrivals withconstant rateRandom arrivalrate varyingwith timeFacility-controlledCustomer-exercisedcontrolArrival process12-*

QUEUE DISCIPLINE QueuedisciplineStatic(FCFS rule)Dynamicselectionbased on statusof queueSelection basedon individualcustomerattributes Number of customerswaitingRound robinPriorityPreemptiveProcessing timeof customers(SPT or c rule)12-*

WAITING LINE SYSTEMIncludes the customer population source as well as the process or service system.QUEUING SYSTEMAnother name to define a waiting line.FINITE CUSTOMER POPULATIONThe number of potential new customers is affected by the number of customers alreadyin the system.

DEGREE OF PATIENCENo Way!No Way!

INFINITE CUSTOMER POPULATIONThe number of potential new customers is not affected by the number of customers already in the system.BALKINGThe customer decides not to enter the waiting line.RENEGINGThe customer enters the line but decides to exit before being served.

JOCKEYINGThe customer enters one line and then switches to a different line in an effort to reduce the waiting time.THE NUMBER OF WAITING LINESTHE NUMBER OF SERVERSTHE ARRANGEMENT OF THE SERVERS

ARRIVAL AND SERVICE PATTERNSArrival rateThe average number of customers arriving per time period.Service rateThe average number of customers that can be served per time period.Waiting Line Priority Rules Generally customers consider first-come, first-served to be the fairest method for determining priority. Other rules include best Customers first, highest profit customer first, quickest service requirement first, largest service requirement first, emergencies first...

CRITERIA FOR SEGMENTATION AND ALLOCATION OF QUEUING POPULATIONUrgency of jobemergencies vs. non-emergenciesDuration of service transactionnumber of items to transactcomplexity of taskPayment of premium priceFirst class vs. economyImportance of customerfrequent users/loyal customers vs. others

WAITING LINE PERFORMANCE MEASURESThe average number of customers waiting in line and in the system.

2. The average time customers spend waiting, and the average time a customer spends in the system.

3. The system utilization rate.

BENEFITS OF A RESERVATIONS SYSTEMControls and smoothes demandPre-sells serviceInforms and educates customers in advance of arrivalCustomers avoid waiting in line for service (if service times are honored)Data capture helps organizations prepare financial projections

CHARACTERISTICS OF WELL-DESIGNED RESERVATIONS SYSTEMSFast and easy for customers and staffCan answer customers questionsOffers options for self service (e.g. Web)Accommodates preferences (e.g., room with view)Deflects demand from unavailable first choices to alternative times and locationsIncludes strategies for no-shows and overbookingrequired deposits discourage no-showsunpaid bookings canceled after designated timecompensation for victims of over-booking

CHANGING OPERATIONAL CHARACTERISTICSCustomer arrival rates.

Number and type of service facilities.

Changing the number of phases.

Server efficiency.

Changing the priority rule.

Changing the number of lines.

34567