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 person will spend: SIX MONTHS Waiting at stoplights EIGHT MONTHS Opening junk mail ONE YEAR Looking for misplaced objects TWO YEARS Reading E-mail FOUR YEARS Doing housework FIVE YEARS Waiting in line SIX YEARS Eating Cultural Attitudes “Americans hate to wait. So business is trying a trick or two to make lines seem shorter…” The New York Times, September 25, 1988 “An Englishman, even when he is by himself, will form an orderly queue of one…” George Mikes, “How to be an Alien” “In the Soviet Union, waiting lines were used as a rationing device…” Hedrick Smith, “The Russians” Waiting Realities Inevitability of Waiting: Waiting results from variations in arrival rates and service rates Economics of Waiting: High utilization purchased at the price of customer waiting. Make waiting productive (salad bar) or profitable (drinking bar). Laws of Service Maister’s First Law:Customers compare expectations with perceptions. Maister’s Second Law:Is hard to play catch-up ball. Skinner’s Law:The other line always moves faster. Jenkin’s Corollary:However, when you switch to another other line, the line you left moves faster. Remember Me I am the person who goes into a restaurant, s