Mar 30 2016
“Smart” Part Numbers Strike Again: Wrong Part Shipped
I own two dishwashers in two homes, different models from the same brand, bought in the same store, and both on a service contract. For the first one, the model number is SHE55R56UC; for the second one, SHE65T55UC. Today, we needed help on the first one, but customer service shipped us parts for the second one, which the repair technician discovered when unpacking them.
Mar 22 2017
Saturation In Manufacturing Versus Service
In Capacity Planning For 1st Responders, we considered the problem of dimensioning a group so that there is at least one member available when needed. Not all service groups, however, are expected to respond immediately to all customers. Most, from supermarket check stands and airport check-in counters to clinics for non-emergency health care, allow some amount of queueing, giving rise to the question of how long the queues become when the servers get busy.
At one point in his latest book, Andy and Me And The Hospital, Pascal Dennis writes that the average number of patients in an emergency room is inversely proportional to the availability of the doctors. The busier the doctors are, the more dramatic the effect. For example, if they go from being busy 98% of the time to 99%, their availability drop by half from 2% to 1%, and the mean number of patients doubles. Conversely, any improvement in emergency room procedures that, to provide the same service, reduces the doctors’ utilization from 99% to 98%, which cuts the mean number of patients — and their mean waiting time — in half.
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By Michel Baudin • Laws of nature • 0 • Tags: Airport Check-in, Hospitals, Queueing theory, Service, Supermarkets