Strategies for reducing the wait-time misery index
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- Do you know the work of John Seddon/Vanguard? For example at Portsmouth Housing? Waiting times reduced to zero. :) The people who need repairs done, set the date and time. Utterly cool.Mar 5, 2012
- Yes - I know of his work. I have a friend who works for Vanguard.Mar 5, 2012
- Knowing the waiting time certainly reduces frustrations even if the service isn't improved (many stops for the local PT show or announce the expected arrival time of the next vehicle). A large local telco should heed this and not expect customers to wait for half a day (AM or PM) for a technician to visit.
The article rightly identifies that the customer communication and accurate estimates of delivery time would be a differentiator for businesses (on-line or not).Mar 5, 2012