Queues are everywhere! In banks, in hospitals, in supermarkets and so on. They frustrate customers and demoralise staff. It is therefore in everybody’s interest to control them. But that is only possible if everybody understands the dynamics behind queues.
This workshop elaborates the dynamics of queues in simple practical terms. It shows participants the key factors that influence the queue lengths and demonstrates how a little extra effort can go a long way in achieving shorter waiting times. Conversely, it also demonstrates how a little laziness can dramatically increase the queue.
Why manage queues? How long queues affect...
o Customer care
o Employee motivation
o Security & Safety
o Arrival & service processes
o Queuing discplines
o Behaviour of queues - a practical demonstration
The key parameters of a queue
o Queue Length
o Queuing (waiting) time
o Time in the system
o Queue data collection techniques
Analysing the dynamics of a queue – a simplified but realistic model
o How does turn-around time relate to service rate?
o How arrival rate and service rate affect length of the queue
o How the queue length relates to the waiting time
Strategies for managing queues – turn-around time is NOT everything!
o Determining the optimum queue length – it's all about waiting times
o Determining the optimum service capacity
o Faster workers Vs more workers: which is better?