STAFFING SERVICE ACTIVITIES WITH WAITING LINE MODELS

The problem of scheduling service activities and variable tasks has traditionally been solved subjectively, but some recent developments in work measurement concepts may permit the development of more objective standards, which when used in conjunction with scientific methodology make possible objective scheduling of the variable service type activity.

Abstract

ABSTRACT The problem of scheduling service activities and variable tasks has traditionally been solved subjectively. The lack of objective approaches has been due to the absence of formal standards and delay costs and by the high cost of examination and measurement. Some recent developments in work measurement concepts may permit the development of more objective standards, which when used in conjunction with scientific methodology such as waiting line theory, make possible objective scheduling of the variable service type activity. The work of a salesperson in a retail store provides an example of both the variable service type activity and the waiting line problem. The manager attempts to balance the cost of service facilities (sales personnel) against the cost of a waiting line (customer ill will). The necessary data inputs for the waiting line model were obtained from field studies by means of work sampling. Computer simulation was then utilized to study various sized sales forces in an attempt to determine the most economical staff allocation.