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Visualizing Process Behavior
Weiss, Elliott N.; Tucker, ChadTechnical Note DARDEN-OM-1541-EService and Operations ManagementProcess behavior charts—also called control charts or Shewhart charts after their creator—provide a means to interpret data as they are generated. While many statistical methods and graphs are useful only for post hoc analysis, control charts provide a visual and statistically sound basis for identifying issues in a process as they arise, ideally allowing prevention of failures before they occur.Starting at €8.20
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Queue Management: Elimination, Expectation, and Enhancement
Weiss, Elliott N.; Tucker, ChadTechnical Note DARDEN-OM-1581-EService and Operations ManagementThe mathematical relationships predicting average waiting time as a function of arrival patterns, service time distributions, number and types of servers, and various queue disciplines are well known. In this note, we address the problem of managing queues by managing perceptions of waiting. Basic operations-management principles can easily address issues of fairness: form one line instead of many; apply first-come, first-served principles (unles...Starting at €8.20