waiting lines – OM in the News

Efficiency or Identity? A Dilemma for Fast Food Restaurants

Minimalism is in; Googie architecture is out.

Red roofs, neon golden arches, and other bright-colored structures have practically disappeared from the fast food landscape. They have been replaced by boxy, sleek designs that reflect both cultural and economic trends. Whether or not these new designs are less aesthetically pleasing than their older counterparts is a matter of personal taste. Fast food chains’ primary goal remains to give customers what they want.

Video Spotlight: The Decline of Pizza Hut…What […]

By Corinne M. Karuppan, Ph.D.|2023-03-14T23:06:07+00:00March 15, 2023|Tags: automation, competitivness, delivery, lead time, location, productivity, service design, service quality, strategy, value, waiting lines|

The Race to Complete the KCI Airport on Time and on Budget

KCI’s new terminal is about to open.

Phasing out the old airport while completing the work at the new one is well under way. All major systems have been tested, hiring has started, and plans for the final integration are ready. To date, the project implementation has been successful. However, the project team does not take this success for granted and remains laser-focused on getting the airport 100% ready for opening day.

Video Spotlight: When Will KCI Airport […]

By Corinne M. Karuppan, Ph.D.|2023-01-30T20:40:08+00:00February 1, 2023|Tags: capacity requirement planning, inspection, project management, project scheduling, project team, waiting lines|

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|

Fast Food Changes

Fast food restaurants have made several changes, spurred by the needs of their customers during the COVID-19 pandemic. One of the major changes has been to focus on automation.

An example of automation is the use of apps for ordering. Many restaurants are encouraging customers to order through apps. However, this presents problems in filling orders—specifically getting the food to the customers. In many cases, customers must go through the traditional drive-thru lane—frustrating customers with what is perceived to be unnecessary […]

By Ross L. Fink, Ph.D.|2022-06-27T20:51:39+00:00June 28, 2022|Tags: apps, automation, efficiency, fast casual restaurants, food supply chain, forecasting, inventory management, limited time offering, queuing, service delivery, service processes, shortages, waiting lines|