# 311 Prep

## 311 Prep

Learning Outcomes: We wait. Understanding waiting as a phenomenon and queuing as theory and process enables us to create schedules, monitor inventory, analyze service, and determine a cost-effective balance for optimal performance and revenues. In this class, you will build a core understanding of three important factors pertaining to the performance of the waiting lines.
• Recognize the psychology of waiting-lines
• Understand variability and its impact on the waiting performance
• Review utilization rate and its effect on waiting performance
• Identify the risk pooling effect in the waiting line systems
ARES Reading: “The Psychology of Waiting-lines” David H. Maister
“A Long Line for a Shorter Wait at the Supermarket” New York Times, June 23, 2007
Quiz # 1: Process Analysis, Capacity Management, and Little’s Law

Session 7 –9/13/16 (Tuesday) / 9/14/16 (Wednesday): Waiting Lines: Waiting Line Classifications and Formulas
Question: What are the important factors that can help us quantify the waiting time? How can mathematical calculations support our decision-making for optimal performance and revenues?
Learning Outcomes: We wait. What does waiting look like when we translate real life into variables for use in formulas and mathematical calculations to determine expected waiting time?
• Identify classifications for different kinds of waiting systems
• Present formulas for various waiting systems to quantify waiting time
• Practice solving for average waiting time using formulas
• Reexamine waiting lines principles using formulas and spreadsheet macro