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Region: Economics and Sociology

2012 year, number 1

Electronic waiting lists in customer service systems

A.N. Pukhalsky
Keywords: electronic waiting list, waiting list management, service management, customer service system
Pages: 198-211


We identify a notion of an electronic waiting list. We show what advantages one would possess applying modern information technologies for waiting list management to customer service systems, and what barriers impede the progress of an electronic waiting list market in Russia. We assess the perspectives of applying such electronic waiting lists by organizations having mass and complicated customer flows. We also calculate an optimal number of providers and a cost-loss ratio on which one could be oriented in building customer service systems. An operating mode of such customer service systems could be regarded optimal if total time inputs of both providers and customers are minimal over a certain time period.