Transcript Waiting Lines - Berry College

Waiting Lines
Chapter 11
Have you waited in line lately?
 Did you mind it?
– If not, why not?
– If so, why?
Managing the experience
 Avoid empty time (animate)
 Create perception that service has started
(obfuscate)
 Indicate status of wait (manage expectation)
– Not know is worst wait
 Make sure customer is prepared
 Make sure it’s obvious which line to stand in.
Managing the experience
(continued)
 Fairness is critical (discriminate)
– First Come First Serve (FCFS)
 Self serve (automate)
– Shortest Processing Time first (SPT)
– Earliest Due Date first (EDD)
– Triage (make service as meaningful to as many
customers as possible)
– Round robin (provide partial service in rounds)
Configurations
 Multiple queues
 Single queue/ multiple servers
 Take a number