個案資料
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Waiting for Doctor Zhivago
內容大綱
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 patient arrivals and service times are provided for Ms. Celine and Mr. Tao.