服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_12 Queue_new.doc

Chapter 12 Managing Waiting Lines Chapter 12 Managing Waiting Lines PAGE 222 PAGE 205 204 CHAPTER 12 MANAGING WAITING LINES TEACHING NOTE Because customer waiting is inevitable, the challenge is to make this waiting experience less painful. The chapter explores the psychology of waiting to give the student an appreciation for the subtle effect that waiting has on people. The chapter is nonquantitative and can be used effectively to give the less mathematically-sophisticated students an appreciation of queuing systems and the terminology without any reference to formulas. This chapter has been well received by students because they can identify with the topic from experience. They also enjoy the opportunity to discuss imaginative ways of dealing with the queuing problem. SUPPLEMENTARY MATERIAL Case: Quality Wireless (A): Call Center Performance (HBS: KEL153-PDF-ENG) Quality Wireless has received customer complaints about long hold times at its call center. To address these complaints, it put into place certain process changes at its call center. After one month, the company will now decide whether improvement has taken place. (performance measurement, process improvement) Case: FBO, Inc. (HBS 9-678-117) The fixed-based operator at a large metropolitan airport must decide if the current concept of pooling refuelers and trucks to service scheduled airlines should be continued. LECTURE OUTLINE The Economics of Waiting Queuing Systems Strategies for Managing Customer Waiting The Psychology of Waiting That Old Empty Feeling A Foot in the Door The Light at the End of the Tunnel Excuse Me, But I Was Next Essential Features of Queuing Systems (Figure 12.1) Calling population (Figure 12.2) Arrival process (Figures 12.3, 12.4, 12.5, 12.6, 12.7, 12.8) Queue configuration (Figures 12.9, 12.10) Queue discipline (Figure 12.11) Service process (Figures 12.12 and 12.13) TOPICS FOR DISCUSSION 1. Suggest some strategies for controlling the variability in service times. One a