Here, are several ideas I want you to have in mind as you have redesigning
the process, all of them go beyond the simple question of
how much capacity should I have to reduce waiting time.
The first idea is trying to move work off the stage.
This is one that's happening when you're checking in for
your flight the night before at home.
That's much more comfortable than doing it at a terminal, so
moving work off stage is often a good idea.
Second, always ask yourself, can you reduce a customer actions.
Last time at least I had to go to my doctor I
had to once again fill out all my medical history, my name, and everything.
You would think that after many years of service they
have just this information somewhere in their computer.
After all, I also had an appointment.
So why exactly did I have to fill out all these forms again?
Reducing customer action makes things easier for
both the company, as well as for the customer.
I already mentioned the example of Hertz.