Customer Service Management

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|

Impact of Wage Increase for California Fast Food Workers

Governor Newsom signed into law a rapid pay hike for fast food workers, increasing their minimum wage from an average of around $16/hour, to $20/hour, effective on April 1, 2024.

While some workers may be happy, the $20/hour rate is predicted to wreak havoc on the restaurants that must pay it.

Video Spotlight:

California McDonald’s franchisee group expresses concern over states new wage bill (Sept 15, 2023, CNBC Television)
Newsom signs law to raise minimum […]

By Lisa M. Spencer|2023-11-20T07:10:09+00:00November 26, 2023|Tags: automation, minimum wage, productivity, robotics, supply chain|

5G Helmet’s Product Design Increases Accessibility

In 1894, deaf and hard of hearing players at Gallaudet University introduced the football huddle. They were playing another school with deaf students who knew sign language, and they couldn’t risk giving away their plays.

Now, Gallaudet Bison’s football team has debuted groundbreaking technology developed in conjunction with AT&T. A new helmet allows a coach to call a play on a tablet from the sideline, and the information is transferred to a small display inside the quarterback’s special helmet.

At the moment, […]

By Lisa M. Spencer|2023-10-29T03:00:39+00:00October 29, 2023|Tags: idea generation, product design, product lifecycle, technology|

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|