Natalia Santamaría teaches classes in project management and operations management for non-business graduate students. Her research, which focuses on competitive bidding and decision making under competition and uncertainty, has been published in Management Science, Manufacturing & Service Operations Management, and Production and Operations Management. Prior to joining Johnson in 2014, she was an assistant professor in the industrial engineering school at Universidad de Los Andes in Colombia. She earned a BS and an MSc in industrial engineering from Universidad de Los Andes, an MSc in operations research from Rutgers University, and a Ph.D. in supply chain management and operations research from the Pennsylvania State University.
Minimizing wait time is often considered a critical element in maximizing customer satisfaction. Yet managing wait time can be especially difficult in some processes because there can be significant variability in arrival and processing times. A well-designed queueing system can help manage wait time and customer satisfaction, even in situations of high variability.
In this course, you will discover how queueing can be managed effectively through the use of various tools. You will have opportunities to explore, develop, and utilize decision support tools as you consider the customer experience beyond wait times. By the end of this course, you will have broader perspectives on customer satisfaction and the tools needed to understand and affect it.
You are required to have completed the following courses or have equivalent experience before taking this course:
- Process Performance
Key Course Takeaways
- Evaluate queue performance
- Build a decision support tool and identify improvement opportunities for a given scenario
- Adapt a recommendation for improving queue performance to include time-perception bias
How It Works
Who Should Enroll
- Operations leaders
- Team members responsible for building and improving operations processes
- Individual contributors and leaders who build data models to support decision making
- Data analysts
- Anyone seeking foundational quantitative skills through an operations lens