What recommendation(s) could you distill from this chapter that would improve “service management”?
I think that this chapter provides a very good explanation and example of waiting lines. Some of the recommendations that I can extract from this chapter are that waiting line systems need to be managed mainly by taking in consideration the psychology components of waiting and not only by just calculating numbers.
Customers have different perceptions, which can make everything more difficulty for managers. Meaning, managers need to pay extra attention to customers and understand that customer have different expectation, therefore, they need to work hard and make customer satisfaction their priority. As I mentioned before, excessive waiting or even expectation of waiting can …show more content…
However, I think that the conclusion of this chapter was not extensive enough. I was expecting this chapter to give more explanation of how waiting lines can affect business economic. For instance, I took MGT 3121. I had the opportunity to analyze this topic before by using the book “Service Management, Operations Strategy, Information Technology” by James A. Fitsimmons, Mona J. Fitzsimons, Sanjeev K. Bordoloi; Eight Edition which explains that understanding each essential feature of queuing systems can help provide insight and options for management to improve their customer service. The economic cost of waiting can be viewed by two different perspectives: Internal customer (employees): Measured by unproductive wages and external customer: Abandoned alternative use of that time waiting on line. However, I understand that this book has differences because of the time it was
I think that this chapter provides a very good explanation and example of waiting lines. Some of the recommendations that I can extract from this chapter are that waiting line systems need to be managed mainly by taking in consideration the psychology components of waiting and not only by just calculating numbers.
Customers have different perceptions, which can make everything more difficulty for managers. Meaning, managers need to pay extra attention to customers and understand that customer have different expectation, therefore, they need to work hard and make customer satisfaction their priority. As I mentioned before, excessive waiting or even expectation of waiting can …show more content…
However, I think that the conclusion of this chapter was not extensive enough. I was expecting this chapter to give more explanation of how waiting lines can affect business economic. For instance, I took MGT 3121. I had the opportunity to analyze this topic before by using the book “Service Management, Operations Strategy, Information Technology” by James A. Fitsimmons, Mona J. Fitzsimons, Sanjeev K. Bordoloi; Eight Edition which explains that understanding each essential feature of queuing systems can help provide insight and options for management to improve their customer service. The economic cost of waiting can be viewed by two different perspectives: Internal customer (employees): Measured by unproductive wages and external customer: Abandoned alternative use of that time waiting on line. However, I understand that this book has differences because of the time it was