Chapter 12 Managing Waiting Lines. McGraw-Hill/Irwin Service Management: Operations, Strategy, and Information Technology, 6e. Copyright © 2008 by The McGraw-Hill Companies, Inc. All Rights Reserved. Lines and Waiting.
Service Management: Operations, Strategy, and Information Technology, 6e
Copyright © 2008 by The McGraw-Hill Companies, Inc. All Rights Reserved.
“Every day I get in the queue, that waits for the bus that takes me to you …”
Pete Townshend, Magic Bus
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
Poisson distribution for number of arrivals per hour (top view)
1 2 0 1 interval
Arrival Arrivals Arrivals Arrival
Exponential distribution of time between arrivals in minutes (bottom view)
Multiple Queue Single queue
Take a Number
based on status
(SPT or cµ rule)
Service facility Server arrangement
Parking lot Self-serve
Cafeteria Servers in series
Toll booths Servers in parallel
Supermarket Self-serve, first stage; parallel servers, second stage
Hospital Many service centers in parallel and series, not all used by each patient
The class breaks into small groups with at least one international student in each group, if possible. Based on overseas travel, each group reports on observations of waiting behavior from a cultural perspective.
Dear Mrs. F.:
I offer my deepest apologies for your recent bad experience on January 5, 1989. The treatment you were shown and the length of time you had to wait is completely inexcusable.
You and the rest of your family are valued patients of mine and I hope this most unfortunate experience does not cause me to lose your patronage. I personally guarantee that this will not happen again.
I hope you will make another appointment with us to have your problem taken care of. This service, of course, will be provided free of charge.
Thank you for expressing your concerns. Please let me know immediately if you have any other problems.
Dr. X, M.D.