Go to YouTube and search for the 2:32 minute video titled \"Disney world\'s mana

Question

Go to YouTube and search for the 2:32 minute video titled "Disney world's management of waiting lines." Identify some of the key terms in the video as they related to how WDW has streamlined the queue and increased customer satisfaction. Additionally, search for and watch within YouTube "Walt Disney World - Queuing (Part 1)" and "Walt Disney World - Queuing (Part 2)." Discuss these queuing techniques and one technique you believe could be applied to a queuing problem you have experienced in your daily life.

Explanation / Answer

Disney determined capacity of rides based on the number of people visting the park on a typical day during peak season.

To improve customer satisfaction, Disney first measured their performance by term rides per capita which is given as follows:

Rides per person or rides per capita =

(total number of people in park/ number of people on the ride)

Rides per capita is low it means people are waiting in line more than they are enjoying the rides. Higher rides per capita means improved customer satisfaction.

So in the first phase to improve the customer satisfaction or reducing waiting time Disney added more attraction, but it was very costly.

In second phase the Disney studied the customer behavior towards waiting. The customer perception of how long they waited where studied. The reasons for retractions and factors affecting negative perception towards waiting was studied.   

Various ways to reduce waiting perception of customers:

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