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ER Issue: long waiting times

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ER Issue: long waiting times

Assume we want to construct a Fishbone diagram to identify the causes of long wait times. The person moderating the group says the general categories of causes (traditionally called the 5Ms) are :

People (in older lists referred to as Men)

Sometimes included are:


Identify some issues in the various categories.

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Fishbone diagrams are used to display cause and effect. They identify the possible causes of problems. It's help for brainstorming ideas by categorizing them in an organized fashion. A Fishbone diagram looks just like its name. It resembles the skeletal system of a fish or some say it looks like a sideways Christmas Tree. In order to create one, you must first identify the effect or problem you wish to find causes for. Then you create branches that identify the various categories of causes. In the scenario you present, the main categories of causes for long wait times are: People, Method, Machine, Materials, Measurement, and possibly..Environment, ...

Solution Summary

The ER issues for long waiting times are identified. A Fishbone diagram is constructed.

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Waiting lines

You are the manager of a local bank where three tellers provide services to customers. On average, each teller takes three minutes to serve a customer. Customers arrive, on average, at a rate of 50 per hour. Having recently received complaints from some customers that they waited a long time before being served, your boss asks you to evaluate the service system. Specifically, you must provide answers to the following questions:
a. What is the average utilization of the three-teller services system?
b. What is the probability that no customers are being served by a teller or are waiting in line?
c. What is the average number of customers waiting in line?
d. On average, how long does a customer wait in line before being served?
e. On average, how many customers would be at a teller's station and in line?

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