| Fundamentals of Operations Management, 4/e Mark M. Davis,
Bentley College Nicholas J. Aquilano,
University of Arizona Richard B. Chase,
USC, School of Business
Waiting Line Management (11S. Waiting Line Theory)
Chapter Objectives- Emphasize the importance of providing fast service as a competitive advantage to companies.
- Show the relationship between customer expectations, customer perceptions, and customer satisfaction as they pertain to waiting time.
- Identify the various factors that can affect customer satisfaction with waiting time and provide a framework for showing managers which of these factors are under their control.
- Demonstrate how service managers can design their operations and train their employees to provide faster service without incurring any additional costs.
- Illustrate how technology can assist companies in providing faster service to their customers.
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| | | Supplement Objectives- Introduce the major characteristics that exist in waiting lines and describe how they can impact a customer's waiting time.
- Identify the various constraints and/or conditions that waiting line theory and its associated equations require for the results to be valid.
- Present waiting line theory in the form of a set of equations that represent various types of waiting line configurations that can be encountered.
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