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ALDREX G.

THE ART OF WAITING

ANG MAINAM NAPAMAMARAAN SA
PAGHIHINTAY NA MAY KINALAMAN
SA PRODUKSYON NG
PRODUKTONG MATERYAL AT
SERBISYO

BAKIT NAGKAKAROON NG
PAGHIHINTAY??
NUMBER OF OBSERVERS (CHANNELS)
ARRIVAL AND SERVICE PATTERNS
WAITING LINES TEND TO FORM EVEN WHEN
A SYSTEM IS NOT FULLY LOADED
SERVICES CANNOT BE COMPLETED AHEAD
OF TIME AND STORED FOR LATE

BAKIT NAGKAKAROON NG
PAGHIHINTAY??
POPULATION SOURCE
INFINITE SOURCE
CUSTOMER ARRIVALS ARE UNRESTRICTED
THE NUMBER OF POTENTIAL CUSTOMERS GREATLY
EXCEEDS SYSTEM CAPACITY

FINITE SOURCE
THE NUMBER OF POTENTIAL CUSTOMERS IS LIMITED

BAKIT MAY MGA TAONG WILLING

MAGHINTAY
CURIOUSITY
ENVIRONMENT
SPECIALIATION OF PRODUCT
PROMOTION

CHANNELS AND PHASES

CHANNEL
A SERVER IN A SERVICE SYSTEM
IT IS ASSUMED THAT EACH CHANNEL CAN HANDLE
ONE CUSTOMER AT A TIME

PHASES
THE NUMBER OF STEPS IN A QUEUING SYSTEM

SAAN MADALAS
MAGHINTAY?
CALL CENTERS
BANKS
POST OFFICES
RESTAURANTS
THEME PARKS
TELECOMMUNICATIONS SYSTEMS
TRAFFIC MANAGEMENT

IMPLICATIONS OF WAITING LINES

COST TO PROVIDE WAITING SPACE
LOSS OF BUSINESS
CUSTOMERS LEAVING
CUSTOMERS REFUSING TO WAIT

LOSS OF GOODWILL
REDUCTION IN CUSTOMER SATISFACTION
CONGESTION MAY DISRUPT OTHER BUSINESS
OPERATIONS

WAITING LINES FACTS IN

BUSINESS
WAITING IN LINES DOES NOT ADD ENJOYMENT
WAITING IN LINES DOES NOT GENERATE
REVENUE
WAITING LINES ARE NON-VALUE ADDED
OCCURRENCES

QUEUING THEORY
APPROACH TO THE ANALYSIS OF WAITING
LINES.

GOAL OF QUEUING ANALYSIS IS

TO MINIMIZE THE SUM OF TWO
COSTS

CUSTOMER WAITING COSTS

SERVICE CAPACITY COSTS

THE WAITING PROCESS

WAITING LINE MODELS

PATIENT
CUSTOMERS ENTER THE WAITING LINE AND REMAIN UNTIL
SERVED

RENEGING
WAITING CUSTOMERS GROW IMPATIENT AND LEAVE THE LINE

JOCKEYING
CUSTOMERS MAY SWITCH TO ANOTHER LINE

BALKING
UPON ARRIVING, DECIDE THE LINE IS TOO LONG AND DECIDE
NOT TO ENTER THE LINE

WAYS TO CHEAT WAITING

REDUCE PERCEIVED WAITING TIME
MAGAZINES IN WAITING ROOMS
RADIO/TELEVISION
IN-FLIGHT MOVIES

PARA HINDI MO NA MASYADONG

MARAMDAMAN YUNG HIRAP AT PAGO
NG PAGHIHINTAY..

FILLING OUT FORMS

DERIVE BENEFITS FROM WAITING

PLACE IMPULSE ITEMS NEAR CHECKOUT
ADVERTISE OTHER GOODS/SERVICES

QUEUE DISCIPLINE
REFERS TO THE ORDER IN WHICH
CUSTOMERS ARE PROCESSED.

ARRIVAL AND SERVICE

PATTERNS
ARRIVAL PATTERN
MOST COMMONLY USED MODELS ASSUME THE
ARRIVAL RATE CAN BE DESCRIBED BY THE POISSON
DISTRIBUTION
ARRIVALS PER UNIT OF TIME

EQUIVALENTLY, INTERARRIVAL TIMES ARE ASSUMED TO

FOLLOW THE NEGATIVE EXPONENTIAL DISTRIBUTION
THE TIME BETWEEN ARRIVALS

SERVICE PATTERN
SERVICE TIMES ARE FREQUENTLY ASSUMED TO
FOLLOW A NEGATIVE EXPONENTIAL DISTRIBUTION

PSYCHOLOGY OF WAITING
If those waiting in line have nothing else to
occupy their thoughts, they often tend to
focus on the fact they are waiting in line
They will usually perceive the waiting time to be longer
than the actual waiting time

LAST WORDS

PATIENCE IS NOT SIMPLY

THE ABILITY TO WAIT IT'S HOW WE BEHAVE
WHILE WE'RE WAITING.