文档介绍：Waiting Line Management
Operations Management
petitive Advantage
CHASE AQUILANO JACOBS
ninth edition
Technical Note 6
Technical Note 6 Waiting Line Management
Waiting Line Characteristics
Suggestions for Managing Queues
Examples (Models 1, 2, 3, and 4)
Components of the Queuing System
Customer
Arrivals
Servers
Waiting Line
Servicing System
Exit
Queue or
Customer Service Population Sources
Population Source
Finite
Infinite
Example: Number of machines needing repair when pany only has three machines.
Example: The number of people who could wait in a line for gasoline.
Service Pattern
Service
Pattern
Constant
Variable
Example: ing down an automated assembly line.
Example: People spending time shopping.
The Queuing System
Queue Discipline
Length
Number of Lines &
Line Structures
Service Time
Distribution
Queuing
System
Examples of Line Structures
Single Channel
Multichannel
Single
Phase
Multiphase
One-person
barber shop
Car wash
Hospital
admissions
Bank tellers’
windows
Degree of Patience
No Way!
BALK
No Way!
RENEG
Suggestions for Managing Queues
1. Determine an acceptable waiting time for your customers.
2. Try to divert your customer’s attention when waiting.
3. Inform your customers of what to expect.
4. Keep employees not serving the customers out of sight.
5. Segment customers.
Suggestions for Managing Queues (Continued)
6. Train your servers to be friendly.
7. Encourage customers e during the slack periods.
8. Take a long-term perspective toward getting rid of the queues.