Waiting Lines Operations Management Dr. Ron Lembke.

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Presentation transcript:

Waiting Lines Operations Management Dr. Ron Lembke

Everyone is Just Waiting Everyone is just waiting

People Hate Lines Nobody likes waiting in line Entertain them, keep them occupied Let them be productive: fill out deposit slips, etc. (Wells Fargo) People hate cutters / budgers Like to see that it is moving, see people being waited on Tell them how long the wait will be (Space Mountain)

Retail Lines Things you don’t need in easy reach Candy Seasonal, promotional items People hate waiting in line, get bored easily, reach for magazine or book to look at while in line Magazines

Disney FastPass Wait without standing around Come back to ride at assigned time Only hold one pass at a time Ride other rides Buy souvenirs Do more rides per day

Fastpasses

Some Lucky People Get These

In-Line Entertainment Set up the story Get more buy-in to ride Plus, keep from boredom

Benefits of Interactivity Slow me down before going again Create buzz, harvest addresses

False Hope Dumbo Peter Pan

Queueing Theory In order to quantitatively study people in lines, we need to look at “Queueing Theory.” Ooooh!!! What’s that?!!! Stay tuned

What did we learn? Human considerations very important in services People hate lines, but hate uncertainty more Keep them informed and amused