Professor Srinagesh Gavirneni presents "Managing Queues in Service Operations: How service providers can ease the burden on the customers while not hurting their own bottom line?"
Australia is a world-class provider of a range of services, such as telecommunications, travel, banking and insurance. The services sector is a significant part of Australia’s economy and represents about 70% of Australia's gross domestic product (GDP) and employs four out of five Australians. In the U.S., likewise, services account for more than 70% of the Economy and employ more than 80% of the workforce. It is estimated that an average American spends over two years of their lifetime waiting in queues and it is not hard to imagine that the cost associated with this waiting is not insignificant. Recognizing that unoccupied waiting feels longer than it actually is, service providers commonly offer entertainment options (e.g., a piano player in a hotel lobby, video games at a doctor’s office, or free wine at a restaurant in waiting areas). Hence, the question arises, how these fee-based concierge option and waiting area entertainment strategies can be devised to simultaneously benefit the customers and the service providers?
We invite academics and industry leaders, experts and professionals across hospitality, hotel, tourism, health care, government (consular services), supply chain, logistics and transportation areas to bring their ideas on the topic for discussion at the colloquium. Example issues that will be explored include but are not limited to:
- How understanding the heterogeneity of the customers and the psychology of waiting can help the service providers devise ways to ease the burden on the customers while not hurting their own bottom line?
- How fee-based concierge option and waiting area entertainment strategies can be devised to simultaneously benefit the customers and the service providers?
- When should service providers cooperatively invest in offering the entertainment options while competing against each other on other service (e.g. price, waiting time) dimensions?
This event is jointly organised by the School of Business IT and Logistics and the College of Business research priority area in Global Supply Chain Management and Logistics, aligned to the Global Business Innovation Capability Platforms (ECP).
Professor Srinagesh Gavirneni
Nagesh Gavirneni is a professor of operations management in the Samuel Curtis Johnson Graduate School of Management at Cornell University. His research interests are in the areas of supply chain management, inventory control, production scheduling, simulation, and optimization. He is now using these models and methodologies to solve problems in healthcare, agriculture and humanitarian logistics in developing countries. Previously, he was an assistant professor in the Kelley School of Business at Indiana University, the chief algorithm design engineer of SmartOps, a Software Architect at Maxager Technology, Inc., and a research scientist with Schlumberger. He has an undergraduate degree in Mechanical Engineering from IIT-Madras, a Master’s degree from Iowa State University, and a Ph.D. from Carnegie Mellon University. Nagesh likes to play racquetball and basketball, watch movies, explore restaurants and travel internationally.
Professor Srinagesh Gavirneni is visiting RMIT under the College of Business International Visiting Fellowship scheme awarded to Dr. Sobhan Asian.