Why do you stand in line? In many Western countries, that is a silly question. You stand in line because that is what you do. Whether waiting to check out at the supermarket or get into a ballgame, standing in line is the norm. You stand in line because everyone else is standing in line. However, as a National Post article points out, standing in line is very much a cultural phenomenon and not just some inherent human trait (Everyone line up: Canada’s tradition of orderly queuing ‘foreign and strange’ to many newcomers, Jul 25).
“Lining up is seen as a universal sort of truth,” said J.J. McCullough, the Vancouver-based author of J.J.’s Complete Guide to Canada, an online primer for newcomers. “And if someone doesn’t adhere to the protocol then it must be because they’re uncouth or uncivilized, rather that this is a sort of idiosyncratic tradition that we’ve internalized.” …
At the Canadian School of Protocol and Etiquette, located in London, Ont., lineup training comes on the same day students are taught about North American-style introductions. Students are taught where to line up, how to maintain one’s proper place in the lineup and — most importantly — how close to stand.
“In certain cultures, queue etiquette is just not on the radar,” said school director Wendy Mencel.
So where does this tradition come from?
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Posted in Demand management, Queue management, Services, Waiting | Tagged Demand management, Queues, Waiting Time | 1 Comment »
Have you ever wished you could tell the TSA what to do with itself? Now, you have that opportunity — at least when it comes to how they organize and manage their queues. To make things even better, they might actually pay you! The Transportation Security Administration has posted a challenge asking for people to develop a simulation model to tackle the capacity management issues of getting people through airport security. If you are interested in the challenge, the official call is here. Here are some of the specific considerations that need to be tackled:
TSA is looking for the Next Generation Checkpoint Queue Design Model to apply a scientific and simulation modeling approach to meet the dynamic security screening environment. The new queue design should include, but not limited to the following queue lanes:
- TSA Pre✓™
- Premier Passengers (1st class, business class, frequent fliers, etc.)
- Employee and Flight Crews
- PWD (wheelchair access)
The Challenge is to provide a simulation modeling concept that can form the basis to plan, develop requirements, and design a queue appropriately. The concept will be used to develop a model to be applied in decision analysis and to take in considerations of site specific requirements, peak and non-peak hours, flight schedules and TSA staffing schedules. Solvers are expected to provide the concept and provide evidence that it works as described in the requirements.
According to Nextgov.com, there are specific performance targets for different classes of customers (Attention, Passengers: $15,000 Prize for Whoever Can Speed TSA Screening, Jul 18)
The line, in this scenario, extends from the point where a passenger joins the end of the queue to the metal detector or body scan machine.
The rules for the challenge state wait times cannot be more than 5 minutes for PreCheck and 10 minutes for standard lines.
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Posted in Airlines, Government, Queue management, Services | Tagged Airlines, airports, Priorities, Queues, Supply Chain, TSA, Waiting Time | Leave a Comment »
Has the advent of smartphones changed customer behavior in restaurants? According to a piece in PetaPixel, it has and not in a really good way (Restaurant Finds that Smartphone Photos Have Doubled Table Times Since 2004, Jul 14). Here’s the gist of the story, someone at a popular New York City supposedly sat down and looked at security footage from 2004 and 2014 and compared how long customers sat at tables. They measured out how long it took them to peruse the menu, eat their food etc. Here is a sample description of what they found in 2014.
- Customers walk in.
- Customers get seated and is given menus, out of 45 customers 18 requested to be seated elsewhere.
- Before even opening the menu they take their phones out, some are taking photos while others are simply doing something else on their phone (sorry we have no clue what they are doing and do not monitor customer WiFi activity).
- Finally the waiters are walking over to the table to see what the customers would like to order. The majority have not even opened the menu and ask the waiter to wait a bit.
- Customer opens the menu, places their hands holding their phones on top of it and continue doing whatever on their phone.
- Waiter returns to see if they are ready to order or have any questions. The customer asks for more time.
- Finally they are ready to order.
- Total average time from when the customer was seated until they placed their order 21 minutes. [Compared to 8 mins in 2004]
There are similar delays for taking pictures of food or each others over the rest of the meal. The punchline is that they found that the average time a party sat at a table climbed by 50 minutes — from 1:05 to 1:55.
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Posted in Incentives, Restaurants, Services | Tagged Incentives, Restaurants, Services | 1 Comment »
It’s been a while since we have posted about airline baggage fees, one of my favorite topics. As I have argued before (see here or here), baggage fees are interesting since they serve as a way to regulate passenger behavior and potentially lower airline costs. Fewer bags means less labor in loading them on and off planes or tracking down lost bags. It also potentially means less weight if passengers actually bring less stuff aboard. But how much is any of that worth? Are we talking about pennies or dollars or thousands of dollars?
The folks at FiveThirtyEight have tried to answer part of that question (Why Budget Airlines Could Soon Charge You to Use the Bathroom, Jun 30). More specifically, they look at the negative impact of adding extra weight to the average flight (or the gain to be had from shedding weight). Here is how they described their methodology.
Our analysis takes into account the distance of a flight, the weight carried onboard the aircraft, and the aircraft type itself. It then simulates every phase of the flight, from departure gate to arrival gate, in order to determine the fuel consumed at each moment along the flight path. To get an idea of how adding small amounts of weight can affect fuel burn on a typical flight, we analyzed a flight from Boston to Denver operated by a Boeing 737-700. Southwest Airlines operates this service three times per day.
According to our model, the total cost of fuel for operating this flight with 122 passengers (85 percent of the maximum seating-capacity) is about $7,900. Each marginal pound onboard the aircraft for this flight will result in a marginal fuel cost of a little less than 5 cents. So if every passenger remembered to go to the bathroom before boarding, shedding an average of 0.2 liters of urine, the airline would save $2.66 in fuel on this flight alone. Such tactics are not off limits. Ryanair famously contemplated charging customers to use the bathroom (in an effort to reduce the number of on-board bathrooms and pack on more seats). Company spokesman Stephen McNamara said in 2010, “By charging for the toilets we are hoping to change passenger behavior so that they use the bathroom before or after the flight.”
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Posted in Airlines, Incentives | Tagged Airlines, baggage fees, Incentives, Services | 2 Comments »
The last couple of days have been a dream for sports enthusiasts: World Cup mania in Brazil, an epic Fedderer-Djokovic championship at Wimbledon, and the start of summer ritual with the most beautiful of all: the Tour de France (TdF). And off course, behind every thing of beauty lurks a masterful operation. Last year we talked about the project management process to schedule all pro-team Orica GreenEdge members over the course of a year around the globe. (Like the traditional US defense strategy to support two simultaneous wars, pro-teams often participate in two races in different countries at the same time.) Today we talk about tactical operational support during a stage race like the TdF.
Many people can imagine the support processes behind a football or basketball team, yet professional cycling has some interesting unique characteristics. Continue Reading »
Posted in Uncategorized | 2 Comments »
Have you ever thought about pallets? You know, those wood contraptions that can hold a pile of stuff off the floor while letting a forklift easily scoop up said pile? Here’s a snapshot of one that just happened to be lying around the Northwestern campus.
So in many ways, there is nothing particularly special about pallets except that they play a key role in logistics and supply chains. They basically make schlepping stuff modular. What is actually stacked on the pallet doesn’t matter; a guy with a forklift can just pick it up and put it on or take it off a truck. Which is not to say that pallets are uninteresting. The people at Planet Money did a whole episode on pallets (Episode 545: The Blue Pallet, Jun 11) that makes for great listening. Here, check it out:
The key point is that there has in fact been innovation in the pallet market. What you see above is your basic stringer pallet. It consists of 15 pieces of wood and a bunch of nails. Note that with those three pieces of wood sandwiched between the other twelve, a forklift can only pick it up from two sides — either the front or back in the picture above. The alternative is to have a block pallet. A block pallet replaces that those three pieces of wood with nine blocks. Those blocks give extra spacing on the other two sides and a forklift can hoist the thing from any side. That additional flexibility increases efficiency. Go to a Costco. They have essentially mandated all their suppliers send stuff on block pallets. If you unload as many tractor trailers as Costco does, the productivity boost from block pallets really adds up. Continue Reading »
Posted in Logistics, Operations Strategy, Supply Chain | Tagged Logistics, Operations Strategy, Supply Chain | Leave a Comment »
Reshoring — moving manufacturing from far-flung global locations back to the US — has been a popular topic both in the general press and on this blog. What’s not to like about it? As long as manufacturing allows average humans without extreme degrees of education or super rare skills to make a decent wage, new employment opportunities in manufacturing are always going to create a buzz.
But just what kind of firms are bringing work back to the States? According to the Wall Street Journal, we are mostly talking about smaller enterprises (Bringing Jobs Back to U.S. Is Bruising Task, Jun 25).
More than 80% of companies bringing work back to the U.S. have $200 million or less in sales, according to the Reshoring Initiative, a nonprofit that encourages companies to return production to the U.S. Many supply parts to bigger companies or, if they sell directly to consumers, are seeking to cut out lengthy supply chains from Asia.
But big companies have the resources and experience to hopscotch around the globe. It’s harder and riskier for small firms to do the same.
So for every General Electric moving appliance manufacturing back to Kentucky, you have lots of firms like Chesapeake Bay Candle dealing with much smaller product lines. To some extent this is not too surprising. Whether you are GE or Chesapeake Bay Candle, managing a long supply chain or navigating cultural differences is nontrivial. One of those firms, however, can much more easily absorb the cost of having in country staff or can resort to throwing around its sizable weight to get a good deal. Further, a multinational like GE can also have ambitions of growing in China that may not be a priority for a small player like Chesapeake Bay Candle.
While it is not surprising that smaller firms play a big role in reshoring, that is also a problem. Continue Reading »
Posted in global operations, Manufacturing, Operations Strategy, Supply Chain | Tagged global operations, Manufacturing, Operations Strategy | 1 Comment »