Management of Waiting Lines

Faster Plane Turnaround Times Pay Off

Besides cramped seats, what do you hate the most about flying?

The answer is probably waiting. Flight delays, long waits on the runway before takeoff, and extensive taxiing after landing often result in missed connections and distress for passengers. The waits also cost airlines money. A lot of money. To control those substantial costs, airlines are trying to cut turnaround times at the airports. Some projects are still being piloted, but they seem promising. For once, it appears that airlines’ cost-cutting […]

By Corinne M. Karuppan, Ph.D.|2023-12-05T06:29:14+00:00December 8, 2023|Tags: efficiency, process analysis, process improvement, value, waiting line, waiting time|

Shorter Wait Times at Starbucks

How long will you wait for your favorite latte concoction at Starbucks?

According to recent surveys, about 5 minutes. That is quite a bit…for you and the company! Long waits annoy customers and are bad for business. Starbucks is trying to remedy the problem with the Siren System. It should reduce wasted motion time, but is it enough to accommodate staff shortages and high levels of customization? Only time will tell.

Video Spotlight: Starbucks to Spend […]

By Corinne M. Karuppan, Ph.D.|2023-10-12T14:19:58+00:00October 8, 2023|Tags: bottleneck, JIT, job design, lead time, productivity, TOC, waiting lines|

Drive-Thru Confusion Impedes Smooth Flow

Customer confusion is not uncommon in drive-thru lanes.

Increasing demand, and various order types such as in-person, online, and 3^rd party delivery, have complicated the drive-thru line. Many restaurants are adding multiple lines to handle demand, adding complication for the customer.

Many Chick-fil-A’s have experienced backups that extend into the street blocking traffic. A new Chick-fil-A in Lafayette, Louisiana, is a recent example. Many of their customers have been driving into the area where employees park. Chick-fil-A employees are working to help […]

By Ross L. Fink, Ph.D.|2023-09-22T05:29:34+00:00September 22, 2023|Tags: queuing theory, waiting line|

The “Elizabeth Line” May Have Set a Record in Britain

They came to pay their respects to the Queen.

Britons knew the line would be long, but it did not matter. They wanted to see their Queen one last time. What could have been a logistical nightmare turned out to be an orderly process with few incidents. The Lying-in-State Queue exemplifies project management at its best: careful planning, teamwork, and attention to detail for seamless execution.

Video Spotlight: David Beckham Joins Crowd Waiting in Line for Hours to […]

By Corinne M. Karuppan, Ph.D.|2022-09-26T00:31:30+00:00September 29, 2022|Tags: service design, waiting lines|