The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry

International Conference on Advances in Renewable Energy and Technologies 2016

Ismail, Zurina^1 ; Shokor, Shahrul Suhaimi A.B.^1

College of Business Management and Accounting, Universiti Tenaga Nasional, Muadzam Shah, Pahang

26700, Malaysia^1

关键词: Average numbers;    Customer service management;    Customer spending;    Fast-food restaurants;    Organization performance;    Real case scenarios;    Service operations;    Waiting lines;   

Others  :  https://iopscience.iop.org/article/10.1088/1755-1315/32/1/012074/pdf
DOI  :  10.1088/1755-1315/32/1/012074

来源: IOP

【 摘 要 】

Rapid life time change of the Malaysian lifestyle had served the overwhelming growth in the service operation industry. On that occasion, this paper will provide the idea to improve the waiting line system (WLS) practices in Malaysia fast food chains. The study will compare the results in between the single server single phase (SSSP) and the single server multi-phase (SSMP) which providing Markovian Queuing (MQ) to be used for analysis. The new system will improve the current WLS, plus intensifying the organization performance. This new WLS were designed and tested in a real case scenario and in order to develop and implemented the new styles, it need to be focusing on the average number of customers (ANC), average number of customer spending time waiting in line (ACS), and the average time customers spend in waiting and being served (ABS). We introduced new WLS design and there will be prompt discussion upon theories of benefits and potential issues that will benefit other researchers.