Minimizing wait time is often considered a critical element in maximizing customer satisfaction. Yet managing wait time can be especially difficult in some processes because there can be significant variability in arrival and processing times. A well-designed queueing system can help manage wait time and customer satisfaction, even in situations of high variability.

In this course, you will discover how queueing can be managed effectivelythrough the use of various tools. You will have opportunities to explore, develop, and utilize decision support tools as you consider the customer experience beyond wait times. By the end of this course, you will have broader perspectives on customer satisfaction and the tools needed to understand and affect it.

You are required to have completed the following courses or have equivalent experience before taking this course:

• Process Performance