Question

D2. Answer the following:

a)     Dubai the airport is one of the world's largest airports in the world catering international passengers thorough out the world. The Passengers wait in queues for getting boarding passes and get their luggage get checked by the security personal. There are several terminals operating in the airport and they serve annually, 180 million travelers connecting all destinations around the world. The terminals have many facilities like food courts, pharmacy shops, accessories and jewelry shops selling a wide range of products

Required: Write a report on waiting lines and explain the reasons why waiting lines are important for the operational manager of Dubai international airport.

b)     Provide your own example for the following types waiting for line with a detailed explanation of each:                                                                                                 

                                I.            Single channel - single phase,

                             II.            Multi-channel - single-phase,

                           III.            Single channel - multi-phase,

                           IV.            Multi-channel - Multi-phase,

Answer 1

Answer a - Managing waiting lines are very important and critical part of the service industry. In normal life also waiting lines are very normal concept. Operational manager has some duties to do on the airport. Thay should ensure to maintain profitability and on time performance. They should simplify the complexities and disruptions caused on the airport.

Waiting lines are very necessary for the operational managers to monitor the passenger arrival rates, measure the peak times and analyse the seasonability. This further helps to formulate policies for the peak times. It also helps the managers access the average waiting times of passengers in the queue and also the shops they visit during the waitiing time,that will help them decide the rent for the different shops and increase their revenues. They also analyse the passenger expectations and try to manage the same. They determines the usability of queues, whether the queues are under or over utilised. It is also used by the managers to ease the pressure and rush in the busy areas by forming additional lines and setting up new terminals. It also helps them to analyse the employee performances, as they can see how and in much time employees are responding to the customers at every terminal.

Hence, these waiting lines are important for the operational managers for the ease of management of people at the airport. It will also increase their employee efficiency

Answer b- I. Single Channel - Single Phase - These are the simplest line structures. There is onle one channel for arrival of the customers and one single phase for the service system. An example of single channel single phase is the window of a bank, where there is single channel for the customers to some and single window for each type of the service system.

II. Multi Channel - Single Phase - In this type of line structure, there is more than one channel for the consumers to queue at and only one phase or point of service activity. For example the till line at a super store. here consumers have more than one point to form lines or queues and single point of billing counter.

III. Single Channel - Multi Phase - In this type of line structure, there is a single channel for the consumers to queue but the consumer has to go through several phases. For example at a passport office, the customer has to go through various phases for applying or renewing the passport.

IV. Multi Channel - Multi Phase - A multi channel and multi phase business has bmany servers and multi step service activities. foe example a laundry business with several washers and dryers.