This document discusses service design and tools for analyzing waiting lines in service systems. It begins by defining key characteristics of services and outlining the service design process. It then describes tools for service design like service blueprinting and quantitative techniques. Finally, it covers elements of waiting line analysis like arrival and service rates. Models for single-server and multiple-server waiting lines are presented, including equations for key metrics and examples of how to calculate them.

1. Service Design

3. Service Economy

4. U.S. Economy

6. Continuum From Goods to Services Source: Adapted from Earl W. Sasser, R.P. Olsen, and D. Daryl Wyckoff, Management of Service Operations (Boston: Allyn Bacon, 1978), p.11.

8. Service Design Process

10. Service Process Matrix

16. Service Blueprinting

17. Service Blueprinting

30. Basic Single-Server Model Example  = 24  = 30

31. Basic Single-Server Model Example

33. Excel Single-Server Solution D4/(D5-D4) (1/(D5-D4))*60 (D4/D5)*(D5-D4)*60

35. Advanced Single-Server Models

36. Advanced Single-Server Model Probability of zero customers

41. Basic Multiple-Server Model Example

42. Basic Multiple-Server Model Example

44. Multiple-Server Waiting Line in Excel

45. Multiple-Server Waiting Line in Excel