Interim Report on Analyze Big Bazaar’s Customer Queues at Cash Counter

Topics: Service system, Customer service, Queueing theory Pages: 12 (2789 words) Published: April 4, 2011
MANAGEMENT RESEARCH PROJECT

INTERIM REPORT
ON
Analyze Big Bazaar’s customer queues at cash counter and reducing customer waiting time by proposing the optimum number of cash counter.

Submitted By:
Ravi Kumar Mishra
Enroll no: 07BS3347
Batch: (2007-09)

ICFAI BUSINESS SCHOOL, LUCKNOW

INTERIM REPORT ON

Analyze Big Bazaar’s customer queues at cash counter and reducing customer waiting time by proposing the optimum number of cash counter.

A report submitted in partial fulfillment of The requirements of MBA Program

By
Ravi Kumar Mishra

Distribution List:
Faculty Guide: Prof. Abhay kumar srivastava

ABSTRACT

The research project deals about the waiting line management at retail outlets like Big Bazaar. It basically stresses on the problems faced by the organizations in managing the waiting lines throughout the day, especially at the peak hours and festival season. It aims at studying the various techniques adopted for managing waiting lines at retail stores like Big Bazaar and see whether it is effective enough to serve the number of footfalls. The scope of my project involves understanding the concept of waiting lines and find out better ways to manage them. The deliverable on the completion of my project will serves as input for the subsequent phases and will give a better understanding of waiting line management and its implementation

INTRODUCTION

Understanding waiting lines or queues and learning how to manage them is one of the most important areas in operations management. It is basic to creating schedules, job design, inventory levels, and so on. In our service economy we wait in line every day, from driving to work to checking out at the supermarket. We also encounter waiting lines at factories—jobs wait in lines to be worked on at different machines, and machines themselves wait their turn to be overhauled. In short, waiting lines are pervasive. In this report we discuss the basic elements of waiting line problems and provide standard steady-state formulas for solving them. These formulas, arrived at through queuing theory, enable planners to analyze service requirements and establish service facilities appropriate to stated conditions. Queuing theory is broad enough to cover such dissimilar delays as those encountered by customers in a shopping mall or aircraft in a holding pattern awaiting landing slots. Managing waiting lines create a great dilemma for managers seeking to improve the return on investment of their operations. On the one hand, customers dislike waiting intensely. If they feel they are waiting too long at your firm for service, they will either leave the line prematurely or not return to your firm the next time they need service. This will reduce customer demand and eventually revenue and profit. Furthermore, longer waiting times increase costs because longer waiting times equal more customers in a firm’s building. Hence, a firm will need more space for the customers to wait in, which increases rent.

On the other hand, as we shall see, managers primarily reduce waiting times by increasing capacity, which is itself quite expensive and will reduce profit. Finding a waiting time that customers find acceptable while keeping utilization reasonably high is thus of critical operational importance but relatively unintuitive, for it turns out that average waiting times can be quite long even when capacity is significantly greater than demand. Understanding waiting lines or queues and learning how to manage them is one of...

References: * www.google.com
* www.businessindia.co.
* www.economictimes.com
* www.thehindubusinessline.com
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Report Analyze Essay
  • Final Project Interim Report Essay
  • Interim Report Idbi Federal Essay
  • Amul Interim Report Essay
  • Taina Hogu Interim Report Essay
  • Gap Inc Interim Report Research Paper
  • 2007 Sample Interim Report Essay
  • The Big Three of Cash Management Essay

Become a StudyMode Member

Sign Up - It's Free