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Let’s say that you are the manager of Baltimore-Washington International Airport. Passengers have had continuous complaints about the long security lines they have to wait in to get to their flights. Wait times can exceed 60 minutes during peak travel times! Currently, the airport uses one line that funnels to multiple security scanners. What type of queuing system would you recommend setting up and why would it work?

To answer this questions keep in mind the earlier wait facts that were mentioned:

1. Unoccupied time feels longer than occupied time.
2. If customers are able to continue to move around, the wait doesn’t seem as long as when trapped in a line.
3. Process-waits feel longer than in-process waits.
4. Anxiety makes waits seem longer.
5. Uncertain waits seem longer than known, finite waits.
6. Unfair waits are longer than equitable waits.
7. The more valuable the service, the longer the customer is willing to wait.
8. Solo waits feel longer than group waits.

 

To receive full credit:

Clearly define your preferred method and give supporting statements that would convince managing authorities as to why your method would work. The initial post should be a minimum of 100 words. Respond to at least one other post and make sure to submit all posts on time. Cite all sources according to APA style formatting.

Guideline for Tackling the Airport Queuing System Assignment:

Step 1: Understand the Scenario

• The airport currently faces long wait times in security lines, especially during peak travel hours. Passengers have expressed frustration with the slow processing time at security checkpoints.
• The existing system uses a single line that funnels into multiple scanners, but this is causing bottlenecks.

Step 2: Choose a Queuing System

• A multiple-line queuing system with dynamic partitioning is recommended. Passengers will choose from several lines that lead to different scanners, minimizing long waits.
• Supporting Points:
  • This system allows customers to pick the line that appears shorter, reducing anxiety and uncertainty.
  • Passengers will feel they have more control, preventing the feeling of being trapped.
  • Multiple lines mean that no one is left standing alone, which will reduce the perception of solo waits feeling longer.
  • With dynamic partitioning, the lines can adjust based on the available scanners, leading to more efficient handling of the traffic.

Step 3: Explain Why the System Works

• Unoccupied time feels longer than occupied time: Multiple lines allow passengers to be more engaged in the process, making time feel shorter.
• Anxiety: The uncertainty of which line to choose leads to stress. Multiple lines provide a sense of agency.
• Fairness: Having several lines reduces the perception of unfairness because passengers can choose based on which one is moving faster.
• More Valuable Service: Airport security is essential and high-stakes, so passengers expect efficient service.

Step 4: Respond to Peers

• Engage with other posts and provide constructive feedback on their queuing recommendations, offering alternative methods or improvements based on the principles mentioned above.

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