Waiting Lines Research Paper

Length: 2 pages Subject: Business - Advertising Type: Research Paper Paper: #78257208 Related Topics: Theory X And Theory Y, Christmas, Forecasting, Pharmacy
Excerpt from Research Paper :

Waiting Lines

Macy's Inc. is one of the nation's largest and well-known department store chains. Started over 150 years ago, Macy's has continually generated excellent returns for its shareholders and employees. After, the global recession, Macy's has generated huge profits with same store sales increasing 5.3% year to date in 2011. In 2012 same store sales increased 4.6% in (Macy's Inc., 2012). Both 2013 and 2014 have also created large profits for the retailer. A primary component of this increases profitability is the overall shopping environment. Consumers now demand instant gratification and quick transactions. Therefore, lines, and there subsequent wait times are very important. Lines are very important as they can deter from the consumer experience, and the overall purchasing activity of the consumer. Retailers, must be cognizant of lines and congestion to help increase sales while also increasing the overall customer experience.

While observing a local Macys location, consumer traffic was particularly heavy due to the holiday season. Typically, as Christmas day approaches, consumers tend to shop heavily in anticipation to still further traffic. I observed heavy shopping in the Macys locations with particular emphasis on the men's apparel. Shoppers were focused heavily on sales items. These cheaper items have implications with line congestion, as sales associates were forces to ring large quantities of sale items. Many consumers purchased multiples of the same items, causing longer transactions at the register.

Through my observations, I observed many problems that added to consumer frustration within the line, while simultaneously increasing wait times. The first was the lack of appropriate price checkers within the area. The men's department during my observation was being shopped heavily due to the holiday season. Many clothes were in the incorrect sections, while others were in areas that were mispriced. I personally observed a consumer who was confused due to mispricing on the sales rack and on the individual article of clothing. This greatly increased line traffic, not for purchases, but simply for information. Lines were long at the cash register as consumers wanted to verify prices, ask further information about an article of clothing, or locate a particular item. Although this problem cannot be avoided entirely due to the sheer amount of transactions and volume during the holiday season, it can be mitigated through proper preparation.



By having clearly labeled signs and individual clothing, the long lines at the cash register could have been reduced. Still further, clean signing in regards to locations and section information could have prevented line congestion and wait times for those who were actually purchasing apparel.

Through my observations, it also appeared that staffing was not optimized during this peak time of year. Many consumer questions could have been answered by knowledgeable associates. This further increased line congestion as consumers quickly overwhelmed the few selling associates on the floor. The lack of sales associates can also be attributed to poor forecasting on the part of the retailer. Although labor is a large cost component for retailers during this period of the year, consumer needs must also be addressed adequately. From my observation, the sheer lack of sales associates had a significant impact on the development of long, congested lines at the cash register. It appears that the store, in an attempt to save on labor, was only staffing sales associates for the sole purpose of ringing customer transactions. It appeared that no consideration was given to the overall servicing of customer needs throughout the department

The final component contributing to the extensive wait times was a lack of properly training. The few sales associates that were in the department were clearly seasonal hires. They did not have a full command of the register of difficult transactions. The associates were flustered at times, and had to repeated call for management help, further increasing wait times. This again should be attributed to the organization for not placing the correct sales associates in the best possible position to succeed. The seasonal hires should not be placed in positions that would deter from the overall shopping environment. A long wait, deters from the shopping experience.

The proposed solution will be based on the waiting line model. Through observations, the men's department uses a multiple server, single phase system, very similar to that of a bank or post…

Cite this Document:

"Waiting Lines" (2014, December 15) Retrieved January 16, 2022, from

"Waiting Lines" 15 December 2014. Web.16 January. 2022. <

"Waiting Lines", 15 December 2014, Accessed.16 January. 2022,

Related Documents
Waiting Lines/Inventory Management Waiting Lines
Words: 360 Length: 1 Pages Topic: Business Paper #: 68475003

When a company carries an inventory, that is a part of their business that is not yet earning money. While each individual component of the inventory is expected to earn eventually, the inventory as a whole is a relatively permanent fixture on the balance sheet and as such never turns into earnings. The objectives of inventory control are to balance the needs of the operation and the desire of management

Production Management Long Waiting Lines
Words: 356 Length: 1 Pages Topic: Business Paper #: 69296138

Another solution is to reengineer back-room operations that consist of many repetitive operations and hamper front line operations, as Citicorp has done, by applying the concept of "mass production," streamlining, and standardization of tasks. Banks can also provide important service information like the busiest days in the branch so that customers may want to avoid these periods. With the segregation of lines, ASB Bank Limited has created two customer

Queues and Waiting Lines
Words: 609 Length: 2 Pages Topic: Business Paper #: 73979216

Queues and Waiting Lines The queuing theory is all about the study of contention for the use of resources that are shared but limited. In other words, it is the mathematical study with the use of models to show results and show opportunities that lie within the processes of arrival, service and the departure. It is made up of models and formulas, which give a description of the relationships between service

Reducing Patient Waiting Time for Better Patient Outcomes
Words: 1292 Length: 4 Pages Topic: Leadership Paper #: 31818447

Reducing Patient Waiting Time for Better Patient Outcomes Step 1 Most healthcare institutions start their day with the intention of perfectly managing their time schedules. While the expected outcome is excellent patient outcome many practices often end up bringing in more patients into a schedule that is already overloaded hence requiring more time to attend to the scheduled patients (Capko, 2015). The outcome of the busy schedules is inefficiency, bottlenecks, frustration, and

Waiting for Godot by Samuel Beckett
Words: 897 Length: 2 Pages Topic: Literature Paper #: 14955440

Waiting for Godot' is a story about two apparently homeless men, Estragon and Vladimir, who wait for something or someone called 'Godot'. The two wait on a desolate expanse of the road beside a tree, resulting in a drama woven out of the men's consciousness. The tale takes the shape of an amusing repartee of dreamscapes, poetry, and nonsense, interpreted by scholars as a solemn summary of humanity's endless

The Story Line of the Pentateuch
Words: 2039 Length: 6 Pages Topic: Psychology - Theology Paper #: 20384389

Waiting for the Land: The Story Line of the Pentateuch is a book by Arie C. Leder that was published in 2010. Primarily, the book aims at analyzing each part of the Pentateuch to identify the bigger picture. Through the book, Leder analyzes all parts of the five books and implements insights of different scholars yet maintaining an evangelical strategy. It can be identified that the author unravels the narrative