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Operations Management Reading: Managing Queues
內容大綱
Waiting lines, sometimes called queuing situations, are encountered widely in business operations. Improvements to the waiting-line process can result in better use of labor, equipment, and facilities, and a greater capability to provide customers with a level of service that matches the business objective. This Reading presents methods for determining the resources needed to provide particular service attributes in waiting-line situations. It emphasizes developing intuition regarding the impact of utilization, system size, and variability on performance characteristics. It includes an explanation of an approximation formula for determining the average waiting time and line length for queuing situations and covers managing customer perceptions of waiting.