Discussion Operation Management

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Many businesses utilize waiting lines to manage customer service. For example, banks, amusement parks, supermarket checkouts, fast food restaurants, call centers, check-in counters at airports, emergency departments of hospitals, and so many more. In the course of your week, consider an experience you had that led to a temporary demand for service that exceeded capacity, for example, variation in service duration or arrival rates, which led to a waiting line. 

Address the following requirements:

  • Explain common measures of system performance and which of the common measures may be most effective for the business where you experienced a waiting line. 
  • Describe why that measure would be effective and develop a strategy to minimize the waiting line while minimizing cost. 

  • Develop a calculation to aid the business in making their operational choices. 

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