Think of your working experiences at your job, a non-profit organization, or com
ID: 362720 • Letter: T
Question
Think of your working experiences at your job, a non-profit organization, or community group in which you participate that provides customer services. Full paragraph for each of items 1-4:
Describe and characterize the services in relation to chapters 16 & 17 (Refer to picture). What is provided, and When?
Discuss the importance of the types of available services, and how people perceive the services (satisfied vs patient, impatient customers)?
Relate concepts you are learning in your text to situations you have experience in this organization. (Refer to picture)
How might you apply what you learned to improve the situations you have described above?
Key Terms eues When Demand Exceeds Supply 16 ricing Charging more during the time period with the highest demand discount Offering a discount during a time period with low demand Pre-processin g strategy Reducing the amount of work needed to process a customer ring the peak time period by moving some of the work to an off-peak time es When Demand and Service Rates Are Variable-One Server 16.2 Queues Arival process The flow of customers arriving to the system. ervice process The flow of customers when they are being served. Interarrival time The time between customer arrivals to a system Processing time The time a customer spends with a server Coefficient of variation The ratio of the standard deviation to the average Queuing model An abstract representation of the queue that enables us to predict wait ing times and other performance measures Time in queue The average time a customer waits in a queue 16.3 Queues When Demand and Service Rates Are Variable-Multiple Servers Unstable queue A queuing system in which the demand rate exceeds capacity. Stable queue A queuing system in which the demand rate is less than capacity 4 Queuing System Design-Economies of Scale and Pooling Economies of scale A property of an operating system in which the efficiency of the ystem increases as the system gets larger Pool ence, each customer is served by the first available server and each customer can be served by any agent. ed queue A queuing system in which all demand is shared across all servers. Separate queue A queuing system in which demand is initially divided among differen servers agent. Key Formulas ue with a constant demand rate that exceeds the service rate, evaluate the length of the queue, the average wa L0 16-1 For a queue aExplanation / Answer
Describe and characterize the services in relation to chapters 16 & 17 (Refer to picture). What is provided, and When?
We had established a local camp for periodic eyesight checking for the local elderly people in our community in <City name> on <Month/ year>. We used to inform with published pamphlets that the camp would be held and people used to respond. On the day of the camp, we used to have two stations where two individual physicians were checking the eyesight of the elderly people coming in the queue. Assuming the interarrival and service (as it was manual) time being exponentially distributed, and since we had two physicians working as servers, the queuing situation matched to a multiple-server model. Note that the patients used to come at a pace of 3 per hour, while each physician took an average of 10 minutes for a person (i.e. 6 persons per hour at one server). The system was thus stable.
Discuss the importance of the types of available services, and how people perceive the services (satisfied vs patient, impatient customers)?
The service we provided was very important and valuable as perceived by the elderly people of our community because most of them were leaving alone and the opportunity provided them assurance that we do care for them as well. The program had its own importance because of the increasing percentage of the elderly population of the community. Since the queuing was stable and the waiting time was very less for a single customer arriving (less than one minute). The service was completely free of cost and the quality and care per person arriving was unquestionably good. As a result, the person who attended the camp here satisfied.
Relate concepts you are learning in your text to situations you have experience in this organization.
The most important thing perhaps is the variability of demand. Though the average demand happens to be only three persons per hour, at times, it used to rise up to 5 persons/ 6 persons per hour. It was thus very insightful to plan for two physicians and eyesight checking stations in place of one. Secondly, there was variability in the service time as well due to the variability of physicians' performance and patients' movement. Furthermore, it was also learned that for the persons to keep satisfied, focusing on both time and quality is equally important. it is not sufficient to provide excellent service when the waiting time for getting that service is more. Therefore, the planning should be made after considering an adequate capacity cushion.
How might you apply what you learned to improve the situations you have described above?
Though the waiting time was pretty much low, to improve further, we could have automated some of the manual activities which the physicians do not need to conduct. For example, for releasing the certificates, the physicians were noting down some details from every customer. This task of asking them and noting the data down was included in the service time. We could have easily conducted these offline by letting the persons fill a form when they are waiting or even before coming to join the camp. Furthermore, the persons who were in the queue (on an average one person) were too less. We could have let other nearby communities to join the camp and then have provided sitting arrangements for the queue.
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