I'm unfamiliar with OR, and would like to get some advice on how to "think" about this scenario:
- I work for an organization that primarily has store fronts. Customer's arrive throughout the day and are serviced per their needs. Some needs require less than 10 minutes to service. Some require half an hour. There's probably 10 types of services a customer can come in for.
- The most frequently used services can be completed in less than 10 minutes. The complex ones - around half an hour.
- Now, should a customer call the help-line and be scheduled for an appointment (instead of randomly walking in), the time taken to help the customer schedule an in-person appointment for the right reasons, is approx 10 minutes.
- Most times, the customer just walks-in.
- The organization is recovering from the Pandemic and would like to switch to an appointments only model.
- The organization will have self scheduling options in the future, but not on day one of opening up.
- How would one go about modeling/comparing the FCFS (original) situation, with an appointment only model?
- How would I arrive at a reasonable scheduled appointment duration for a given type of service. Meaning: if a frequently used service takes 10 minutes to complete (on average), how much time should I block off for that service, in an appointments only model?
- I don't have much data in hand. I have the average time (minutes) to complete a service, by service type. I have the total number of service requests by service type (by month). I don't have customer wait times.