MANAGING MOSCOW MULTIFUNCTIONAL SERVICE CENTERS: STATISTICAL APPROACH

S. Lavrenchenko; Lyudmila V. Zgonnik; Inna Gladskaya

doi:10.12737/21207

MANAGING MOSCOW MULTIFUNCTIONAL SERVICE CENTERS: STATISTICAL APPROACH

Published in Services in Russia and abroad · Volume 10, Issue 6 · Pages 36–49 · Rubric: MANAGEMENT

DOI: https://doi.org/10.12737/21207

Received: 22.08.2016 Accepted: 22.08.2016 Published: 22.08.2016 Language of publication: RUS

Authors

S. Lavrenchenko

Lyudmila V. Zgonnik

Inna Gladskaya

S. Lavrenchenko

Lyudmila V. Zgonnik

Academic degree: doctor of economic sciences

Science rang: professor

Russian State University of Tourism and Service Institute for Tourism and Hospitality (branch) · Russian Federation · Lyubertsy, Moscow, Russia

Inna Gladskaya

Russian State University of Tourism and Service Director · Institute of Tourism and Service in Lyubertsy · Russian Federation · Lyubertsy, Moscow

ABSTRACT

The article presents a statistical approach to the service management. This approach is based on the use of the exponential probability distribution in service models and is demonstrated on the examples of multifunctional service centers. The authors offer a method for setting the maximum limit for the waiting time in a queue to be served, which is interpreted in statistical terms as the failsafe (by level) quantile of waiting time. Given the average waiting time, a formula for specifying the maximum limit for the waiting time considering an allowable percentage of customers, who will have to wait longer than the maximum waiting time, is given. The formula reads as follows: the maximum limit for the waiting time is equal to the average waiting time multiplied by the modulus of natural logarithms of the failure level F, where F is equal to the anticipated share of customers who will have to wait longer than the time set by the manager as the maximum waiting time or, in other words, F⋅⋅ 100% is the percentage of failures. For advertising the efficiency, the manager is interested in setting the minimum allowable maximum waiting time; this time corresponds to a maximum allowable failure level F. Software for computing the maximum limit for the waiting time is offered. As a byproduct, an interesting result is obtained: In any queue, 37% of customers wait longer than the average waiting time to be served while 39% of customers wait shorter than half of the average waiting time. In summary, the main time-related quality indicator of service is the average waiting time in a queue. This indicator is equal to the ratio of two characteristics: the maximum limit for the waiting time / the absolute value of the natural logarithm of the share of failures in the total number of customers, that is, the proportion of customers who will have to wait longer than the time declared as the maximum waiting time.

KEYWORDS

quality management, queuing theory, waiting time, exponential distribution, multifunctional public services centers

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GOST

Lavrenchenko S., Zgonnik L. V., Gladskaya I. MANAGING MOSCOW MULTIFUNCTIONAL SERVICE CENTERS: STATISTICAL APPROACH // Services in Russia and abroad. 2016. no. 6. pp. 36-49. DOI: https://doi.org/10.12737/21207. (Date of access 04.11.2026).

MLA

S. Lavrenchenko, Zgonnik L. V., Gladskaya I.. "MANAGING MOSCOW MULTIFUNCTIONAL SERVICE CENTERS: STATISTICAL APPROACH." Services in Russia and abroad 10.6 (2016): 36-49. DOI: https://doi.org/10.12737/21207.

APA

Lavrenchenko S., Zgonnik L. V., Gladskaya I. (2016). MANAGING MOSCOW MULTIFUNCTIONAL SERVICE CENTERS: STATISTICAL APPROACH. Services in Russia and abroad, 10(6), 36-49. https://doi.org/10.12737/21207

Chicago

S. Lavrenchenko, Zgonnik L. V., Gladskaya I.. "MANAGING MOSCOW MULTIFUNCTIONAL SERVICE CENTERS: STATISTICAL APPROACH." Services in Russia and abroad 10, no. 6 (2016): 36-49. https://doi.org/10.12737/21207.

WIKI

{{cite journal | author = Lavrenchenko S., Zgonnik L. V., Gladskaya I. | title = MANAGING MOSCOW MULTIFUNCTIONAL SERVICE CENTERS: STATISTICAL APPROACH | journal = Services in Russia and abroad | year = 2016 | volume = 10 | issue = 6 | pages = 36-49 | doi = 10.12737/21207 }}

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