MBA 204 – OPERATIONS MANAGEMENT

Module 18 Reflection

Name: Carl Mariel M. Burdeos Section: OM1 Score:

KEY LEARNINGS:
1. Waiting is the time from when the customer first decides to get something until they have
it.
2. The most extended wait is the one we cannot control. Therefore, you want to create an
active waiting experience. This can be done by installing media solutions in the waiting
area, to engage and entertain the customer.
3. By keeping the customer informed, you'll remove the mystery and worry from the wait.
Use monitors to provide your customer information, such as where to go, where to wait
and waiting times.
4. When customers spend time waiting, they are more likely to explore your offering. We
should aim for an optimal waiting time, as it will both enhance the customer experience
and increase sales.
5. Queue management is all about improving the customer's waiting experience. Achieving
this contributes to flexibility in the staffing model, which in turn provides efficient and
cost-effective customer service.

Application to Own Organization

Waiting is the time from when the customer first decides to get something until they have
it. Nevertheless, from the customer's perspective, there is also a perceived time between the
missing and the taking. If we intend to improve the customer experience, I firmly believe the
customer's perception is the most critical aspect to consider.
If the customer’s perceived waiting time feels shorter than the actual time, the customers
are more likely to walk away satisfied. As I observed in our organization, there are many things
that our company can do to improve the waiting experience. Most of the time, our walk-ins
customer usually wait for 10-15 minutes just to received their order or product because of lack of
supply. Of course we need to serve first the one who book ahead. So, the production team do
their very best just serve all the orders of the customers and they will go home satisfied. If
sometimes their waiting will put to useless because of lack of raw materials so we will give them
another option such as, the company will deliver their order directly to their store with extra
charges or we will contact them if their product are already available. Now I realized that it is
better to book first than to go to the physical store. Customers will not waste their time of
waiting.
The store who knows the secret will succeed and will reduce costs, increase sales and
enhance brand reputation.