Just in time for the traditional kick-off to the holiday shopping season: here’s an interesting essay via The Conversation, on why a single long line, served by multiple cashiers, can be more efficient and move more quickly than several smaller lines each with a single cashier. The essay focuses on grocery stores relying on the “single-server” queuing model — but I’ve observed that many grocery stores combine single-server and multiple-server models.
Individual cashiers continue to each ring customers through individual lines, and choosing wrongly can result in significant wait. But in the same store, a single line of customers will form for several self check-out devices. And sure enough, even if one self-module breaks down or is subject to slow-down, that wait time is dispersed across the entire system. Customers can move to the next available unit instead of having to wait for that one.
From experience, I’ve found that multiple-server breaks down when a single cashier is assigned permanently to the registers and is then tasked with summoning additional personnel as-needed. Inconsistent policies defining a “long line” among various managers, piled-up merchandise blocking the view of customers queuing in line, can undermine the so-called “Lead Cashier” in the performance of this task. Too easily, this person ends up becoming a scapegoat for customer dissatisfaction.
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