Service Operations

Management

Waiting Time Management

Waiting lines are pervasive in services
The problem is important
Lack of management intuition about
waiting lines

15/30 Waiting Time Rule in hospital ER

References
Fitzsimmons & Fitzsimmons (1998). Service
Management 2ed., Irwin/McGraw-Hill.
Metters, King-Metters, Pullman, Walton (2006).
Successful Service Operations Management
2ed., Thomson.
Nelson. (2005). BaldrigeJust What the Doctor
Ordered. Quality Progress.
Sower, Duffy, Kohers, et al. (2001). The
Dimensions of Service Quality for Hospitals
Health Care Management Review.

MGT 568 Service Management &

Marketing
MGT 568 is a team-taught course available as
a graduate elective.