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Operation Management
Case Studies
Case study (20 Marks)
Tirumala is one of the largest and
busiest pilgrimage centers in the world, having a history of 2000 years. Over
the years, the pilgrimage center has witnessed a continuous increase in the
number of visitors, with the average number going up from 20000 a day in 1990s
to 65000 a day in 2012. The Tirumala Tirupati Devasthanam (TTD), which
administered the Tirumala temple along with a few supporting services to
pilgrims, experienced great difficulty in managing the darshan queue. With the
objective of reducing the waiting line, TTD approached academic consultants.
"The way to manage the queues is by either reducing the inflows or
increasing the rate of outflows or both. Estimate the average number of
pilgrims waiting for darshan and the average waiting time of pilgrims in queues.
Inflows can be controlled by prior booking to a large extent," explained A
Kesavarao, retired IIM-Bangalore professor. A few experts suggested that
another way would be to increase the number of channels of entry and exit into
the main temple complex and setting up parallel queue (2-3 instead of a single)
lines that would enable more pilgrims to have a darshan. For instance, 72,000 pilgrims
could have darshan in a day (20 hours-72,000 seconds) with a darshan time of
one second in a single line but the numbers could go up to 140,000 if two lines
were organized. These consultants began devising different strategies of
reducing the waiting line from the 1990s. Though things have improved a lot,
there is still much that need to be done. This case study elucidates the
different types of strategies to manage the waiting line and reduce the waiting
time that TTD had been trying out from the 1990s. It also explains certain
constraints that TTD was facing and a few new proposals.
Answer
the following question.
Q1.
Discuss and understand waiting line/queuing theory with the help of Tirumala
Q2.
Elucidate how TTD managed the waiting line and discuss the constraints related
to the management of darshan queue
Q3.
Discuss how the new strategies/proposals could be effective for TTD
Q4.
Discuss what TTD could do in future to overcome its challenges in managing the
waiting line
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