Product details

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.
Compact case
Case
-
Reference no. 618-0037-1
Published by: Asian Business Case Centre
Originally published in: 2018
Version: 9 July 2018
Length: 4 pages
Data source: Generalised experience

Abstract

This case uses the example of a clinic with a single doctor (Dr Zhivago) and a single nurse-receptionist (Ms Celine) to introduce students to business analytics and the idea of psychology of queues. At the clinic, the previous nurse, Mr Tao, retired, and the new nurse, Ms Celine, is even more efficient. However, Dr Zhivago hears an increasing number of complaints of long waiting times from patients, despite the fact that the patients' average time-per-visit meets the industrial standard. Why do these patients complain? Representative data of patients' arrivals and service times are provided by Ms Celine and Mr Tao.
Locations:
Industry:
Other setting(s):
2017

About

Abstract

This case uses the example of a clinic with a single doctor (Dr Zhivago) and a single nurse-receptionist (Ms Celine) to introduce students to business analytics and the idea of psychology of queues. At the clinic, the previous nurse, Mr Tao, retired, and the new nurse, Ms Celine, is even more efficient. However, Dr Zhivago hears an increasing number of complaints of long waiting times from patients, despite the fact that the patients' average time-per-visit meets the industrial standard. Why do these patients complain? Representative data of patients' arrivals and service times are provided by Ms Celine and Mr Tao.

Settings

Locations:
Industry:
Other setting(s):
2017

Related