Question

discuss the importance of managing a waiting line for a business. Provide examples of fast and...

discuss the importance of managing a waiting line for a business. Provide examples of fast and slow service line based on your recent experience.

Homework Answers

Answer #1

The waiting time is one of the important factor to retain the customer for the long turn. The less in waiting time will attract more customer also helps to retain the existing customer and more in waiting time is vice versa. Waiting time is indirectly proportional to demand or capacity of business. So it is required to understand the difference of service time and waiting time, take precautionary actions to eliminate or reduce the wait time. Based on the business, the models of waiting line can be selected. Like,

  • Single Line,
  • Multiple Line,

Importance of Managing a Waiting line:

It is important to manage the wait time in order to eliminate unwanted barriers to business owned. Like,

  • Loss of Customers
  • Image of the brand will start declining.
  • Impact will result in Quality of the product / firm / Business
  • Employees efficiency will get reduced
  • Cost of the Product will get increased
  • Less time to deliver the product / Service
  • Will result in Profit of the business

In Order to reduce Waiting Time, consider the following:

  • A customer will sense the waiting time more than service time, even if the waiting time is very less comparing to service time.
  • Excessive waiting line will reduce the demand, will cause to consider other service provider. That will result in advantage to the competitor.
  • It is important to engage the customer waiting time to retain them and to expand the demand in future. In order to engage the customer’s wait time divert them from the actual service required till their order taken into process.
  • In times of long time queue in progress, let the customers feel their service are encounter and taken in process, just by receiving the customer with warm welcome and gather the information regarding the service required.
  • Let the customer get aware of Product / Service available at once they reach you.
  • Segment the product /service into different channels like single or multiple channels. For eg: service to Customers in super market are depends upon their time and product they choose before they bill it. Here the customer can choose the bill counter which is short in waiting line.
  • It is also important to choose which Priority of service, First Come First Serve (FCFS), Last come first serve or random service

Examples

  1. Fast Service Line – the product ordered in Amazon reached before the actual schedule date. It happened only because tie up with N no of retailer and Distributor and selection of best transportation mode.
  2. Slow Service Line – Waiting in the Queue in hospital. Here the Probability of actual waiting time depends on the entire service obtained by each and every customer wait in the Queue. So the service gets slow and probability in arrival time gets differ than predicted.

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