Tag Archives: queueing

The world’s top 30 overrated tourist traps

Who can resist such a headline?  farandwide,com have done a slide show of what they regard are overhyped and overrated tourist attractions.  It seems there are two main reasons why a venue gets on the list – in some cases … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Starbucks customers are much appier now….

Yesterday’s blog focused on the idea that you do not start with the technology, you start with what it can do for your order winners…. So it is almost unbelievable that Starbucks introduced an app that enabled off-site ordering without … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , , , , , | 1 Comment

Process improvement in P & O Ferries

This video on the OEE Consulting webpage explains how P & O series went about improving their customer experience in their food court.  This company features as the end of chapter case in chapter 8, which can be read in … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 09 Quality, Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Research Insight: why long queues might be desirable

This article identifies that retailers should not be too worried if long queues form during seasonal sales.  This is because sales attract a different kind of shopper to those who regularly shop in the store.  Sales shoppers are more price … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Retail | Tagged , | Leave a comment

Operations Insight: MyDisney Experience App

Disney Theme Parks have always been at the forefront of managing queues.  They were one of the first organisations to understand the psychology of waiting lines (page 208) and implement policies designed to occupy people’s time, turn uncertain waits into … Continue reading

Posted in Chap 08 Queuing and customers, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

When the virtual queue frustrates the physical queue

This article in Restaurant Business investigates the impact that remote ordering via an app  is having on Starbucks stores.  Ordering remotely has doubled in the last year to become 7% of their sales.  But apparently stores are being “throttled” by … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Hospitality & Tourism | Tagged , | Leave a comment

“Perception beats reality in pricing”

I love the headline from this Bain & Company article.  Largely because for years I have banged on about managing perception, as well as managing reality, in any service operation you might run.  For instance, one area that this is most … Continue reading

Posted in Chap 02 Winning Customers, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , | Leave a comment