微软官方最新精美模板 - WAITING LINES.pptxVIP

WAITING LINESwaiting Your NameManaging Waiting LinesActual Waiting TimesPerceived Waiting TimesFirst and Second Laws of Service - Maister:Satisfaction = perception – expectationIt is hard to play cat-up ball.Skinner’s Law:The other line always moves faster.Jenkins CorollaryHowever, when you switch to another other line, the line you left moves faster.Issues to ConsiderAverage Arrival RateOrder Customers Will Be ServedAverage Service Rate of WorkersDistribution of customer arrival and service times How long will customers wait in line before they either leave or lower their perceptions of service quality?How can customers be kept in line even longer without lowering their perceptions of service quality?Waiting Line IssuesUnoccupied time feels longerPreprocess waits feel longerAnxiety makes waits seem longerUncertain waits seem longer than finite waitsUnexplained waits seem longerUnfair waits feel longerSolo waits feel longerLonger waits are more acceptable for “valuable” servicesissuesQueuing SystemsqueueQueue: An ordered list of items, orders, or people waiting to be processed Sample FillQueuing SystemSample FillSample FillSample FillFeaturesCalling population, arrival process, queuing configuration, queue discipline, service processInput ProcessCustomers do not balk (refuse to join the queue), or renege (leave the line prior to completing the service)Queue CharacteristicsQueuing models assume infinite length of a queueQueuing configuration can contain single or multiple linesQueue DisciplineDescribes the order in which customers are servedTypes of Queuing SystemsDemand Source Server (s)Single Channel Single PhaseSingle Channel Multiple PhaseMultiple Channel Single PhaseMultiple Channel Multiple PhasePerceived Waiting TimesManagement TechniquesKeep Customers OccupiedperceptionStart the Service QuicklyRelieve Customer AnxietyKeep Customers InformedGroup Customers TogetherDesign a Fair Waiting SystemManaging Service QualityCustomer satisfaction with the service de