...Impact of process change on customer perception of waiting time: a ÿeld study Wenhong Luo∗ , Matthew J. Liberatore, Robert L. Nydick, Q B. Chung, Elliot Sloane Department of Decision and Information Technologies, College of Commerce and Finance, Villanova University, Villanova, PA 19085, USA Received 7 February 2002; accepted 26 September 2003 Abstract Studies in process change have focused on the improvement of operational performance measures such as the actual waiting time of a service system. However, process redesign may not only change the actual waiting time but also have signiÿcant impact on perceived waiting time. We examine how process changes a ect customer perceptions on waiting and customer satisfaction. We describe a ÿeld study in which customer waiting times, both actual and perceived, were measured and compared before and after a process change. Our results show that process changes can have signiÿcant impact on customer perception of waiting time as well as the actual waiting time. This study illustrates the beneÿt of piloting a proposed process change and measuring key process performance and customer assessment prior to implementation. ? 2003 Elsevier Ltd. All rights reserved. Keywords: Customer satisfaction; Field study; Perceived waiting time; Process change; Waiting line 1. Introduction Process changes can bring about improvements in the operational performance measures such as average waiting time. However, customer satisfaction may not be realized...
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...Waiting time for elective care is defined as the time that elapses between firstly the physician’s decision to admit a patient for elective surgery following clinical assessment and secondly the date of hospital admission1The 2005 edition of the Fraser Institute Report on Hospital Waiting Lists in Canada indicates that wait times for plastic surgery are the second lengthiest of all specialties2The objective of our study was to study the relation between various types of patients admitted in the department of plastic and re-constructive surgery at Sher-i- Kashmir Institute of Medical Sciences,J&K and their respective waiting times.The study was conducted for a period of one year from 1st October 2013 to 30th September 2014.It was a prospective observational study carried out on the patients admitted in the ward of plastic and re-constructive surgery. The study was done based on the interviews from relevant informants, study of records .Out of the total of 2238 patients admitted 495 cases were that of RTA(road traffic accidents), 162 bear mauls, 135cleft palate, 117 cleft lip,99 tin cut injuries,90 PBC(Post burn contracture) hand,72 cases of...
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...P-3 Waiting Lines Waiting lines and delays occur when there is either not enough capacity in general for demand, or when short-term rises in demand occur1. These incidents are so common as to be daily occurrences. Every day we wait at traffic lights or if we are less fortunate we get stuck in traffic jams. Still we wait in lines at banks, restaurants, and theaters ….. The study of waiting lines is an exploration of the probabilistic phenomena of frequent disparate outcomes. That is to say, sometimes having to wait for long periods of times, while at other times being so fortunate as to have no wait at all. Operations management places a great deal of consideration into the anticipated performance of waiting line systems. These systems are of vital importance in many contexts, but particularly important in the realm of service operations management. Certainly, in our everyday lives we dislike waiting. Truthfully, for the consumer such a delay is little more than a nuisance; however, from an operational standpoint the same delay has far greater consequences for a business. When you consider, for instance, the machinery and various equipment that may be lying idle, there are great costs at stake. In the case of our HVAC scenario, customers would be quite content if there was a technician available at a moment’s notice to service their particular heating and air-conditioning needs. Unfortunately, the costs associated with maintaining the necessary infrastructure would be...
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...Pamela Hendrix is a hard-working mother of six. While pregnant, Pamela was working at Frito Lay. Pam was a stocker for the company. The job of os stocker is to go to the assigned stores, bring in the products from Frito Lay from the back, and add more to the selves. Simple enough but something was different this time. Last year around end January, early February Pam was doing the normal thing she did. Moving products from the back to their correct shelving units, adding more to the empty spots along the shelves, packing up, then heading off to do more on her 18 hours days. Only, Pam was not only struggling with these tasks but she was seven months pregnant with her newest addition, Letty Elizabeth. The hours at each store were torture...
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...Tony Harris October 14, 2014 Literary Device/Element|Line and Page Number|How does this device/elementenhance the writing/memoir?| SIMLIE|p. 13 ".that memory blinked like a distant fog light in a story sea and it drowned in my panic."|It shows the panicked feeling he had when his mother wasn't there to pick him up at the bus stop. | SIMILE|p. 262 "Being mixed is like that tingling you have in your nose just before you sneeze: you're waiting for it to happen but it never does.|He is describing how James feels which is how he doesn't really know he is comparing his race, being half african, half white to waiting for sneeze. He is saying how he doesn't know what/where he is yet.| SIMILE|p. 178 "It was as if she pulled out a grenade, yanked the pin, dropped it on the floor, and exited. My brothers and i looked at one another in shock.|James expresses the astonishment that his family when they realize that his mother will not move the family from New York. The family carries a lot of weight living in New York, so when they heard the news it was like they were going to experience an explosion. But, James did not agree with his mother's choice of staying and wants to move.| SIMILE|29 , "Mommy's contradictions crashed and slammed against one another like bumper cars at Coney Island." |James says this because everything that Ruth was for, she contradicted. She hated the way blacks were treated by whites, yet she sent her own children to an all white school so they could get the...
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...Assignment 1 – Netflix Personalizes the Customer’s Experience 1) I believe that these types of deals can be beneficial to Netflix because it gives their customers more streaming content, which is ultimately what they want. Netflix saw an opportunity in the customer dissatisfaction from Blockbuster. So I believe more streaming content equals happy customers. The 28 day delay shouldn’t be a threat to Netflix because the gain is higher. As a customer myself, 28 days isn’t a long time. People are used to waiting months before a movie goes from theatres to DVD. More options can also lead to more subscriptions from different types of people. Although these types of deals appear to be risky, the reward is much greater. Companies should take risks to figure out what works best for them. 2) Netflix should charge for streaming content because of the convenience they offer. No late fees, no commercials, no commitment and a large variety. Netflix currently charges $7.99 a month and gives you the option of a one month free trial before creating an account. The price alone attracts people because at Blockbuster you have to worry about late fees. Not to mention, renting three movies there can equal a one month fee with Netflix. 3) Some potential problems Netflix could face in the future are that Blockbuster is trying to imitate how they operate. Not only that but they can easily come up with something new and better. Netflix can also face competition with cable and satellite companies...
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...I was not fortunate enough to see Se7en in the movie theaters but I have seen the movie more than once since its original release. I think this time was the first time I watched it differently though, I usually watch movies in anticipation of what is coming next, what will happen to the characters next. I have found over the past 15 weeks in this class, that by always watching movies like that, I’m missing out on some of the enjoyment of the movies themselves. Since I already knew what was going to happen in the movie, I watched it for moment it was in, not what was going to be. It was the first time I watched a movie for what is going on now as opposed to waiting for what is to come. This was also the first time that the movie had a very different feel to me, it was as if I knew what was going on. Therefore, I did not have to pay as much attention to the plot and could focus more on some of things that we have talked about in class, like the signs and moods set by the director. The movie had a different feel to it regarding the location and place in time that it occurred. It could have been anywhere, any major city or even a just a major concentration of people without being defined as a city. The character, plot, and events did not seem dated, the only thing that had a dated feel to it was the technology, even that can be viewed a couple different ways. It could be the past where beepers, fax machines, and limited internet access are the cutting edge of technology, or it could...
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...CLERK OF WORKS REPORT Site: Yuen Long CDA Area 15 – Retail Bridge Site Activities / Programme of Construction (up to 10 May 2013) Contract Period: 195 days (CDA 15) Piling Contractor: Simon & Son Engineering Limited Hand-over Date: 04 January 2012 Commencement Date: 12 January 2012 |Progress of Socketted Steel H-Piles Works |Remarks | |Region |Total No(s) of |Nos. of Socketted Steel |Nos. of Socketted Steel H-Pile(s) |Completion Date |Completed % | | | |Socketted Steel H-Pile |H-Pile (s) in Progress |Completed | | |Sanfield handed over CDA12 side to S&S on 26 | | | | | | | |Sep 12 | | | | | | | |S&S handed over CDA15 side to Sanfield for | | | ...
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...Waiting Many critics consider Samuel Beckett’s Waiting for Godot, rst performed in Paris in 1953, the most important twentieth-century play in the Western canon. Despite the undeniable historical and aesthetic signi cance of Waiting for Godot, however, the question poses itself: to what extent may an absurdist play—about two bums waiting on the side of a country road for a person who never arrives— still strike us as relevant today? is question cannot be answered univocally, but depends on the interpretive choices made in the actual process of producing Beckett’s play on stage. My goal as the director of this Kennedy eatre production is to create a thoroughly contemporary experience that evades the usual clichés many have come to associate with Beckett’s style, such as monotony and leadenness. From this vantage point, I will now identify two major challenges to any stage production of Waiting for Godot in 2010—challenges relating to the historical and metaphysical background of the play. e setting (country road, tree), costume items (bowler hats, halfhunter watch), and habits of the characters (the pipe-smoking Pozzo), as well as the poverty and frugality of the two protagonists (a diet of turnips, radishes and carrots for Vladimir and Estragon), clearly suggest earlier historical periods such as the Irish Potato Famine from around 1850, the wasteland of northern France in the wake of the trench warfare of WWI, or America’s Great Depression in the 1930s. e names of the characters...
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...concepts that are opposite in meaning.” “Waiting for Godot”, a classic of modern theatre, is a tragicomedy in two acts which tells the story of two men, Vladimir and Estragon, who are waiting to meet a man named Godot. By using deconstructive literary criticism, the play can be analyzed threw the following binary oppositions: passive/active hopelessness/hope, forgetfulness/remembrance and staying/going. Vladimir and Estragon are in a constant state of waiting for Godot: “Nothing to be done. / I'm beginning to come round to that opinion."(Waiting for Godot). Although they are being passive they try to occupy themselves while waiting for Godot. Derrida states that in binary oppositions there is a unspoken hierarchy in which the first term functions as superior to the second term which is considered inferior: “ Derrida’s procedure is to invert the hierarchy in which the first term functions as privileged and superior and the second term as derivative and inferior. By showing that the primary term can be made out to be derivative from or a special case of the secondary term” By reversing the first term with the second a greater meaning can obtained. Although Vladimir and Estragon as in a passive state of waiting they attempt to keep active in order to pass the time. This shows that being active is valued over being passive: “ What about trying them. / I’ve tried everything/ No I mean the boots/ Would that be a good thing? / It’d pass the time. I assure you, it’d...
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...Waiting for Godot is hailed as a classic example of the "Theatre of the Absurd," Such dramatic works present a world in which daily actions are without meaning, language fails to effectively communicate. The characters reflect a sense of artifice, even wondering aloud whether perhaps they are on a stage. Waiting for Godot begins with two men on a barren road by a leafless tree. These men, Vladimir and Estragon, are often characterized as "tramps". The world of this play is operating on its own set of rules, its own system. There nothing happens, nothing is certain, and there’s never anything to do. Vladimir and Estragon are waiting for Godot, a man or perhaps a deity. The tramps can’t be sure if they’ve met Godot, if they’re waiting in the right place, if this is the right day, or even whether Godot is going to show up at all. While they wait, Vladimir and Estragon fill their time with a series of mundane activities (like taking a boot on and off) and trivial conversations (turnips, carrots) scattered with more serious reflection (dead voices, suicide, the Bible). "We always find something," Estragon casually remarks in Act II, "to give us the impression we exist." The tramps are soon interrupted by the arrival of Lucky, a man/servant/pet with a rope tied around his neck, and Pozzo, his master, holding the other end of the long rope. The four men proceed to do together what Vladimir and Estragon did earlier by themselves: namely, nothing. Lucky and Pozzo then leave so that...
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...keep the viewers interested but the intense dialogue and message kept the audience watching. the best way to describe this play is boring. Little happens, not action, very few twist and character changes but when you finish this play you really think and changes how you think about your life. The average play is for pure entertainment while this is more of a life lesson within a script. Some similarity between this play and the average is the use of repetition. The main c characters repeatedly say dialogue such as “were waiting for goat” and seeing the boy twice to empathize the importance. 2. I think The overall theme is this play is existentialism. The human struggle to find meaning in a meaningless life. Most importantly to find fulfillity in life, lack of purpose: the uncertainty of life. The characters are both anxiety driven men who wait around for the mysterious Godot. They believe waiting for him in necessary for them to take action. They are waiting for something external to give them meaning. Their is also an religious interpretation in the sense people wait for religion to give them direction to the next course of action they should take. They rely on God to give their life purpose who could be an interpretation of Godot. 3. I believe in the original black and white movie the characters are portrayed more accurate rather then the newer colored movie. Information about their appearance is slim but “he walks in "short stiff strides, legs wide apart," and is heavier...
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...Shabu Well Hot Pot Buffet Analyzing Report Solbridge International School of Business [pic] Class: Operations Management BUS 508 Date: July 6, 2012 Abstract Shabu Well Hot Pot Buffet’s location: Daejeon Si Jung Gu Mun Hwa Dong 1-60, Say department store, 3 Hall second floor. The restaurant provides buffet with the variety of food, particularly ingredients for hot pot: meat, seafood, vegetables, mushrooms as well as sushi, desserts, cakes etc. Beverages are soft drinks, tea, coffee and fruit juices. Working hours: Weekdays: 11.30am – 4.00pm Weekends: 11.30am – 11.00pm 5.30pm – 11.00pm Prices: Weekdays lunch – 13,500 won Weekends lunch – 18,000 won Weekdays dinner – 18,000 won Weekends dinner – 19,500 won The restaurant also provides menu for children. Lunch: 3-6 years old – 5,000 won 7-10 years old – 9,000 won 11-13 years old – 10,000 won Dinner for all children 12,000 won Shabu Well Analyzing Report There are host and two to three waiters at the check-in desk of the restaurant to guide and allocate visitors of the buffet. Cashiers are located in front of the check-in desk. There are seventy tables in total. The restaurant is divided into three parts; the middle area, which has forty-eight tables, the right and left sides, has eight and fourteen tables respectively. For the customers convenience tables at the right and left sides can be easily combined according to the number of visitors. The food stand consists of...
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...clear to the audience that No Exit and Waiting For Godot serve as existentialist warnings. Sartre and Beckett, two men full of knowledge, suggest that many people live existentialist life styles; however, the two artists do not recommend this life style. Characters from both works demonstrate non-existentialist lives. They rely on each other, allow their behavior to alter based on other people and acknowledge that they are letting other people control their lives. In No Exit by Sartre, many characters display non-existentialist characteristics. To begin, Garcin does not leave the room when the door finally opens. Rather than decide for himself that he is not a coward, he begs Estelle to tell him that he is courageous. Without Estelle’s guidance, Garcin worries about his existence. To ensure that she actually exists, Estelle is in need of a materialistic object, a mirror. Worrying about how others see her, Estelle feels more comfortable with the mirror. Stripped of this materialistic object, she questions her existence entirely. That these characters were not were living their lives existentially is intertwined in the play. If Garcin and Estelle were living their lives existentially, they would have made decisions on their own. Garcin would have left the room without needing to be told that he is courageous. Estelle would have made judgment about herself without needing the mirror. In Waiting For Godot by Beckett, two men are waiting for Godot, a man that may or may not...
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...LYRICS "God Girl" Oh oh oh oh yeah If my eyes light up with I say your name And it's written all over my face Tell me does it make me crazy Well, maybe I got somethin' that I can't explain And the beauty of it never changes It's got me wrapped up I'm all caught up I can't help but say I'm a God girl that's who I'll be From the top of my head to the soles of my feet No I can't deny it, wouldn't even try I'm your girl in a crazy world I'm a God girl that's who I'll be From the top of my head to the soles of my feet I can't deny it, wouldn't even try I'm your girl for the whole wide world to see (See, See, See) And when my ears start hearin' what people say Hurry up find love cause times tickin' away Well, I'm not bein' lazy I'm just waiting for Still waiting for the right boy Cause I only want to listen to your voice So I'll be listenin' Always listenin' to you everyday Cause I'm a God girl that's who I'll be From the top of my head to the soles of my feet No I can't deny it, wouldn't even try I'm your girl in a crazy world I'm a God girl that's who I'll be From the top of my head to the soles of my feet I can't deny it, wouldn't even try I'm your girl for the whole wide world to see Your name in lights My biggest dream My all in all You're all I need Hand in hand with the master of all creativity And I won't stop until I know All my facebook friends and foes Look at me and only see one thing I'm a God girl that's who I'll be From...
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