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POM (BA) - 13

The document discusses the management of waiting lines in service systems, including how to calculate maximum line length and strategies for reducing wait times. It emphasizes the importance of managing constraints and weighing the costs and benefits of service capacity alternatives. Additionally, it addresses the psychology of waiting and suggests methods to improve customer experience during wait times.

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Lalith Kashyap
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9 views12 pages

POM (BA) - 13

The document discusses the management of waiting lines in service systems, including how to calculate maximum line length and strategies for reducing wait times. It emphasizes the importance of managing constraints and weighing the costs and benefits of service capacity alternatives. Additionally, it addresses the psychology of waiting and suggests methods to improve customer experience during wait times.

Uploaded by

Lalith Kashyap
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Production and Operations

Management
Dr. Darshan Pandya
MBA (BA) | 2024-25 | SBM | NMIMS Mumbai
Maximum Line Length

• An issue that often arises in service system log K ln K


design is how much space should be Lmax = or
log  ln 
allocated for waiting lines
where
• The approximate line length, Lmax, that will specified
1−
not be exceeded a specified percentage of the percentage
time can be determined using the following: K=
Lq (1 −  )
Determine the
maximum
length of a
waiting line for
specified
probabilities of
95% and 98%,
for a system in
which
M = 2,
λ = 8/hour,
μ = 5/hour
Determine the
maximum
length of a
waiting line for
specified
probabilities of
95% and 98%,
for a system in
which
M = 2,
λ = 8/hour,
μ = 5/hour
Constraint Management
• Managers may be able to reduce waiting lines by actively managing one
or more system constraints:

• Fixed short-term constraints


• Facility size
• Number of servers

• Short-term capacity options


• Use temporary workers
• Shift demand
• Standardize the service
• Look for a bottleneck
Operations Strategy
• Managers must carefully weigh the costs and benefits of
service system capacity alternatives

• Options for reducing wait times:


• Work to increase processing rates, instead of increasing the number
of servers
• Use new processing equipment and/or methods
• Reduce processing time variability through standardization
Psychology of Waiting

• If those waiting in line have nothing else to occupy their


thoughts, they often tend to focus on the fact they are waiting in
line

• They will usually perceive the waiting time to be longer than the
actual waiting time
Psychology of Waiting
Steps can be taken to make waiting more acceptable to
customers:

• Occupy them while they wait


• In-flight snack
• Have them fill out forms while they wait
• Make the waiting environment more comfortable
• Provide customers information concerning their wait
https://youtu.be/7ESK5SaP-
bc?si=_mGq2Ire_eRaHzDS

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