1. Operations Management Dr. Ron Lembke
Waiting Lines
Operations Management
Dr. Ron Lembke

2. Everyone is Just Waiting

3. People Hate Lines Nobody likes waiting in line
Entertain them, keep them occupied
Let them be productive: fill out deposit slips, etc. (Wells Fargo)
People hate cutters / budgers
Like to see that it is moving, see people being waited on
Tell them how long the wait will be (Space Mountain)

4. Retail Lines Magazines Things you don’t need in easy reach
Candy
Seasonal, promotional items
People hate waiting in line, get bored easily, reach for magazine or book to look at while in line

5. Disney FastPass Wait without standing around
Come back to ride at assigned time
Only hold one pass at a time
Ride other rides
Buy souvenirs
Do more rides per day

6. Fastpasses

7. Some Lucky People Get These

8. In-Line Entertainment
Set up the story
Get more buy-in to ride
Plus, keep from boredom

9. Benefits of Interactivity
Slow me down before going again
Create buzz, harvest addresses

10. Carousels
People-movers
Roller Coasters

11. False Hope
Dumbo
Peter Pan

12. Queueing Theory
In order to quantitatively study people in lines, we need to look at “Queueing Theory.”
Ooooh!!! What’s that?!!!
Stay tuned

13. What did we learn? Human considerations very important in services
People hate lines, but hate uncertainty more
Keep them informed and amused