服务管理：运作、战略与信息技术原书第7版教学课件ppt作者美）詹姆斯A菲茨西蒙斯JamesAFitzChap012课件.pptVIP

Managing Waiting Lines Lines and Waiting Learning Objectives Describe the economies of waiting lines using examples. Describe how queues form. Apply Maister’s two “laws of service.” Describe the four psychology of waiting components and suggest strategies to deal with each. Describe the four principles of waiting line management. Describe the essential features of a queuing system. Describe the relationship between a negative exponential distribution of time between arrivals and a Poisson distribution of arrival rates. Where the Time Goes In a life time, the average p