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    Strategies To Effectively Deal With "Waiting Lines" in Service Business

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    Shyamu29
    This document discusses strategies for effectively managing waiting lines in service businesses. It recommends analyzing operational processes to remove inefficiencies, redesigning systems to move customers quicker, and employing queue configuration strategies like single or multiple queues. Establishing a reservation process can help spread demand while dealing with no-shows. Differentiating service based on customer importance, job urgency, transaction duration or premium prices can shorten waits. Making waiting times pleasurable by providing interesting activities, explaining waits, and reducing anxiety can improve customer perceptions.

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    Strategies To Effectively Deal With "Waiting Lines" in Service Business

    Uploaded by

    Shyamu29
    73 views12 pages
    This document discusses strategies for effectively managing waiting lines in service businesses. It recommends analyzing operational processes to remove inefficiencies, redesigning systems to move customers quicker, and employing queue configuration strategies like single or multiple queues. Establishing a reservation process can help spread demand while dealing with no-shows. Differentiating service based on customer importance, job urgency, transaction duration or premium prices can shorten waits. Making waiting times pleasurable by providing interesting activities, explaining waits, and reducing anxiety can improve customer perceptions.

    Original Description:

    Services Management

    Original Title

    Waiting Time

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    This document discusses strategies for effectively managing waiting lines in service businesses. It recommends analyzing operational processes to remove inefficiencies, redesigning systems to move customers quicker, and employing queue configuration strategies like single or multiple queues. Establishing a reservation process can help spread demand while dealing with no-shows. Differentiating service based on customer importance, job urgency, transaction duration or premium prices can shorten waits. Making waiting times pleasurable by providing interesting activities, explaining waits, and reducing anxiety can improve customer perceptions.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    73 views12 pages

    Strategies To Effectively Deal With "Waiting Lines" in Service Business

    Uploaded by

    Shyamu29
    This document discusses strategies for effectively managing waiting lines in service businesses. It recommends analyzing operational processes to remove inefficiencies, redesigning systems to move customers quicker, and employing queue configuration strategies like single or multiple queues. Establishing a reservation process can help spread demand while dealing with no-shows. Differentiating service based on customer importance, job urgency, transaction duration or premium prices can shorten waits. Making waiting times pleasurable by providing interesting activities, explaining waits, and reducing anxiety can improve customer perceptions.

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    You are on page 1of 12

    Strategies to effectively deal with

    waiting lines in service business

    Presented by:

    Ractim Buragohain
    Shyam sundar kalita
    Bedabrata Bharali

    Waiting Lines are a fact in service industry. They


    usually occur as it is not possible to manage capacity
    to precisely match demand

    Managing waiting lines effectively hence is more


    important for a service intensive economy like India.

    Employing operational logic


    Analyzing

    the operational process


    Removing any inefficiencies
    If possible re-designing the system to move
    customers more quickly.
    i.e: Marriott Hotels, modified its operations,
    allowing guests who uses credit card & preregister to
    avoid waiting in line at the hotel front desk
    altogether.

    Employing operational logic

    When queues are inevitable, necessary to


    employ Queue configuration strategies as
    below
    Single queue

    Multiple queue

    Take a number

    4
    5

    Establish a Reservation process

    Guarantee of service to the customer when he arrives

    Helps to spread demand

    i.e: California Department of Motor vehicles allows customers to


    make prior appointments through the internet

    Problem of no-shows
    -overbooking capacity on the basis of past no-show percentage
    -charging customers for no-show or cancels their reservation

    Differentiate among customers


    Allowing some customers to experience shorter
    waits for service than others
    Based on:

    Importance of the customer:


    Frequent or customers who spend large amounts gets a
    priority

    Urgency of the job:


    most urgent need may be served first
    i.e: accident trauma patients just arrived in hospitals

    Differentiate among customers


    Duration of the service transaction:
    shorter service jobs gets priority through express lanes
    while the longer jobs referred to a designated provider
    specializing in such services

    Payment of a premium price:


    Customers who pay extra are given priority

    Making waiting time pleasurable for


    customers
    Manipulating how customers feel about the
    wait and their perceptions during it
    In the classic article The Psychology of
    Waiting Lines by David Maister proposes
    several principles
    Unoccupied time feels longer than occupied time:
    -To overcome this problem, interesting information to

    read should be given, playing entertaining programs


    etc.

    Preprocess waits feel longer than in-process waits:


    - To overcome this occupy customers with activities
    that relate to the upcoming service.

    Making waiting time pleasurable for


    customers
    Anxiety makes waits seem longer:
    -Provide reassurances and explanations to alleviate customer
    anxiety

    Uncertain waits are longer than known, finite waits:


    -Provide timely information and reassurances
    Unexplained waits are longer than explained waits:
    -Explain the waits with justifiable reasons

    Making waiting time pleasurable for


    customers
    The more valuable the service, the longer the customer
    will wait:

    Solo waits feel longer than group waits:

    Unfair waits are longer than equitable ones:

    Thank You

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