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Service Management - Essay Example

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My particular interest is queues in banks. One often finds long queues in Barclays Bank that lead to the counter tellers for service delivery.
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Service Management
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Service Management; Queues Service Management; Queues It is common to find queues almost everywhere; from s, organizations to private and public, commercial places. My particular interest is queues in banks. One often finds long queues in Barclays Bank that lead to the counter tellers for service delivery.
Features of the Queue
The features are arrival rate, the number of customers, service, and queue discipline.
Arrival refers to the way the customers enter the bank and join the queues. In most cases, arrival is random and any two adjacent arrivals are separated by random intervals. The arrival in the queue is described by random distribution of time intervals (Vohra 2006).
The population or size of the queues is limited to the service offered at the counter. Queues that have the highest number of customers deal with depositing, withdrawing, or payment of bills. The customers on any given queue wait for the same service or differ slightly (Vohra 2006).
Service primarily refers to the activity the customers’ line for. Service delivery from the tellers differs as some of them specialize on one task while others multitask. The service feature is, therefore, determined by the design of the servicing system and service distribution. Service distribution defines the number of customers that the teller serves in a given period. The number of tellers/servers refers to the staff that is employed to respond to the queue. The size of the queue is by large determined by the number of tellers that are on duty (Vohra 2006).
The queue discipline refers to the behaviors of the customers while at the queue. Do the customers wait in the queue until they are served? Do they switch between lines?
The most important level for measurement in service management in the bank queues is the mean time that any customer waits before being served. The measurement will help determine if the customers are satisfied with the service. The measurement will also help the bank to determine if it needs to hire additional tellers.
Vohra, N. (2006). Quantitative techniques in management. New Delhi [etc.: Tata McGraw-Hill. Read More
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