Designing Waits that Work Harvard Case Solution & Analysis

At some point, every manager had to tell someone to wait. The plant, which may result in a stock of goods or bottlenecks. When people are involved, it can lead to inefficiency and anger. But the psychological impact of waiting can be controlled, and research in the field of design to show us how. In places where waiting is not required, some basic principles can not only make the wait more pleasant, but it can make them not feel like waiting at all. Sometimes causing the wait can improve customer service. When waiting is unavoidable, the research shows, the goal should be to optimize the experience for both customers and employees, thereby increasing customer satisfaction and reducing the stress of employees and turnover. This research can help managers in many cases, not even related lines. There are three main managers of the lessons to be learned from how designers control lines. Management of understanding with fair practices and open communication, management perceived fairness reframing that waiting and manage memories, because they are much longer than the event itself, "Hide
by Donald A. Norman Source: MIT Sloan Management Review 6 pages. Publication Date: July 1, 2009. Prod. #: SMR318-PDF-ENG

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