From the course: Operations Management Foundations
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Waiting line calculations
From the course: Operations Management Foundations
Waiting line calculations
- While waiting lines are a symbol of our belief in equality, all waiting lines are not created equal. As a manager, some of the most important considerations in managing waiting lines are related to understanding and managing customers. What are the expected arrival rates? Should we expect steady customer arrivals or will there be certain times when demand is high and other times when demand is very low? What are the different types of customers we'll see? What are the customer expectations in terms of waiting lines, processing times, customer service, and employee interaction? And even if we know all of these things, how will we deal with the variance in arrival rates, customer preparedness, and customer expectations? Look, we all know waiting lines aren't necessarily fun, but in most cases, companies have the capability of demonstrating to customers their willingness to make their waiting line process as painless as…
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