Operation Management
Introduction
The follow-up system for the current and new clients and customer is one the most important element in the success of the business. Therefore, the companies use different method to keep the satisfaction level of the customer at the favorable level. The most commonly used techniques today are single server and multiple-server waiting line methods. (Harrington, 2000)
Question 1
The single server waiting line means that the company, business or any organization is serving or assisting one client at a time. The daily life example of this method is the barber at the shop and the drive through facilities of the fast food restaurants. The McDonalds is using a single server waiting line method when then serves one customer at one time via drive through facility. In this facility of McDonalds, the customers place their orders one-by-one and collect their orders in a same order. (Harrington, 2000)
Question 2
The multi server waiting line method refers to deploy or employ multiple servers for the single user or multiple users. The modern day banks are the prime example of the multiple-server waiting line. In the banks, there are a number of tellers who are expert in dealing with almost every type of banking dealings. Therefore, the customers wait for their turn in the waiting area and on their turn, they approach the available server or the bank representative for their relevant transactions. Therefore, the only difference is the number of servers as compared to the single server waiting line method. (Kuklin, 2014)
Question 3
The main advantage of the single server waiting line is that the individual who is responsible for dealing with the customer is the expert in his area. It is most probable that the client or customer will be served according to the needs and the demands of the client. Moreover, another main advantage of the single server waiting line is that it is cost effective as compared to the multiple-server waiting line. The main disadvantage of the single server waiting line is that it is slow and only one client is able to consult the server. This disadvantage can lead towards the loss of customer and ultimately reduces the profits of the business. Moreover, the customer dissatisfaction level increases due to the long waiting lines. Therefore, it is recommended that the companies using the single server line method must utilize the facility of the appointments for the loyal and old customer on the priority basis. Moreover, for new customer, the walk in facility must be provided on the basis of expected walk in inquires to keep the budgets in control. (Marianov & Serra, 2002)
The main advantage of the multiple-server waiting line is that the waiting time of the customer is reduced due to the same level of multiple-server lines. Another advantage of the multiple-server line is that it enhances the efficiency of the business via synergy and teamwork. Similarly, the reduced waiting time of the clients will reduce the expenses of the waiting area and improve the performance of the cost center and business. However, the main disadvantage of the multiple-server waiting line is that it increases the cost of installing the equipment and the salaries of the employees. Moreover, the costs incurred in the training of the new employees are another main expense of the business. In these circumstances, it is recommended that the companies outsource the multiple-server line method for the customer care customers. (Marianov & Serra, 2002)
Conclusion
The companies must use other methods such as emails, text messages and the automatic call recoding techniques to reduce the waiting time of the clients and customer. Moreover, the follow-up system must be improved. (Kuklin, 2014)
References
Marianov, V., & Serra, D. (2002). Location–allocation of multiple-server service centers with
constrained queues or waiting times. Annals of Operations Research, 111(1-4), 35-50.
Harrington, C. (2000, February 6). Module 4 Notes: Waiting Line Models. Retrieved May 15,
2016, from http://ruby.fgcu.edu/courses/tharring/10183/m4_notes.htm
Kuklin, P. (2014, October 15). Single Line or Multiple Lines: Which Should You Choose?
Retrieved May 15, 2016, from http://blog.lavi.com/2014/10/15/single-line-multiple-line-queue/
