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Customer Waiting Time in Operations Management


Georgette Scissors, a hair stylist, is about to open a hair salon in University City. The following data is taken from her business plan. Following the demand projection, one customer arrives every 20 minutes starting at 9AM with the last customer arriving at 5:40 pm. The customers arrive exactly every 20 minutes because they receive appointments (to simplify the analysis, you can assume that every customer shows up for her appointment and does so exactly on time). Customers arrive to a waiting area with unlimited capacity and then follow the same sequence of steps shown below:

Step 1. Color hair. 30 mins/ customer.

Step 2. Sit under Bonnet drier. This is a chair-mounted drying hood that does not require an attendant. 25 mins/customer

Step 3. Rinse hair. 15 mins/customer

Step 4. Cut hair. 20 mins/customer.

Step 5. Style hair. 15 mins/customer.

Step 6. Payment. 5 mins/customer.

Georgette will be solely in charge of cutting customers’ hair (Step 4). Georgette will hire four workers to help her with coloring (Step 1), rinsing (Step 3), styling (Step 5) and collecting payments (Step 6). Each of these employees is exclusively dedicated to one of these four tasks. Georgette will also purchase one bonnet drier for Step 2, which does not require a worker to be involved in the activity.

How many customers will be in the waiting room (waiting to be attended) at 6pm?



This question belongs to Operations management and discusses about waiting process of the operations given in the case study.


Total word count: 44




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