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Waiting Lines

Waiting Lines. Chapter 11. Have you waited in line lately?. Did you mind it? If not, why not? If so, why?. Managing the experience. Avoid empty time (animate) Create perception that service has started (obfuscate) Indicate status of wait (manage expectation) Not know is worst wait

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Waiting Lines

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  1. Waiting Lines Chapter 11

  2. Have you waited in line lately? • Did you mind it? • If not, why not? • If so, why?

  3. Managing the experience • Avoid empty time (animate) • Create perception that service has started (obfuscate) • Indicate status of wait (manage expectation) • Not know is worst wait • Make sure customer is prepared • Make sure it’s obvious which line to stand in.

  4. Managing the experience (continued) • Fairness is critical (discriminate) • First Come First Serve (FCFS) • Self serve (automate) • Shortest Processing Time first (SPT) • Earliest Due Date first (EDD) • Triage (make service as meaningful to as many customers as possible) • Round robin (provide partial service in rounds)

  5. Configurations • Multiple queues • Single queue/ multiple servers • Take a number

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