Subject category:
Production and Operations Management
Published by:
Lagos Business School
Length: 12 pages
Data source: Field research
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Abstract
Waiting in line either for services or for the processing of inanimate objects is a frequent occurrence in the life of a nation. The provision of quick service to humans and inanimate objects is an important measure of the quality of customer service. A service provider has to make decisions on a constant basis about the amount of resources to be committed to service provision. The impact on a business of extended customer waiting is variable, and can range from minor irritation to serious loss of business. There are practical limitations (especially financial ones) to the ability to provide quick service. The result is that a trade off often has to be made between the extra cost of improving service levels and the overall cost of making the customer wait for service. This paper takes a relatively non-mathematical approach to discussing the management of queues.
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Abstract
Waiting in line either for services or for the processing of inanimate objects is a frequent occurrence in the life of a nation. The provision of quick service to humans and inanimate objects is an important measure of the quality of customer service. A service provider has to make decisions on a constant basis about the amount of resources to be committed to service provision. The impact on a business of extended customer waiting is variable, and can range from minor irritation to serious loss of business. There are practical limitations (especially financial ones) to the ability to provide quick service. The result is that a trade off often has to be made between the extra cost of improving service levels and the overall cost of making the customer wait for service. This paper takes a relatively non-mathematical approach to discussing the management of queues.
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