Help with discussion | Operations Management homework help

First, watch the following videos and read the brief articles and respond to the questions below regarding waiting lines at Disney (and other theme parks). 

Then, discuss how these amusement parks manage customer waiting:

  1. What methods and processes does Disney employ to improve their customer experience (in terms of waiting in line)?
  2. Do you like the use of FastPass/FlashPass?  Is it fair? Have you or would you be willing to pay for it?
  3. Do you have other recommendations for improving the queuing systems at Disney or other amusement parks?
  4. Do you have unique suggestions on how to improve the queuing system in other retail/service/entertainment organizations? 

You must first respond to one or more of these questions prior to viewing other student posts.  After your initial post, then respond to two or more additional comments from your classmates.

Classmate replies:

classmate 1: Disney has adapted to many different ways to make its guest experience better while waiting for attractions in lines. When approaching a line you are greeted with a fast pass line or a standard line which then tells you the wait times for each so you can decide to come back or wait for the ride. The wait time queue helps relieve crowding in more then one area or attraction giving everyone at equal opportunity to enjoy the parks offerings. I also like the utilization of the FastPass or FlashPass at parks as this lets you have the opportunity to skip the lines and go on more rides to make the best use of your time for the day. Waiting in countless lines can be daunting and make the experiences not as fun especially standing in the sun on a hot summer day. Some rides can get to wait times of about 2 hours or more while the same ride can have a FastPass line that will only be 15-30 minutes. The advanced pass to cut the line is worth it every single time to be able to enjoy more in the park. There is always room for improvements for the queuing systems at amusement parks including Disney. I think implementing a system that provides seating for people while waiting in line will allow for people to relax and not have to stand on there feet while waiting to help improve guest experience. Additionally shortening ride times by a few seconds can allow the line to go faster for wait times including shortening the ride introductions upon entering the attractions which can be up to 5-10 minutes long. In other retail services such as stores in malls I have seen lines where you can buy additional items to look at while you wait in line. I think if Disney also implemented this by placing merchandise by the attractions park goers can pick up there purchases at the end of the ride. Initially the goal is to make sure the guest is entertained while waiting and is not disliking there experience in line.

Classmate 2: 

1. The methods and processes that Disney employs to improve their customer experience (in terms of waiting in line) are first for example, the way that Disney is now giving their customers the option of a virtual waiting line experience. What this means is that people at the park can watch live entertainment instead of staring at the back of the person’s head in front of you as you move forward along the line. Another idea that Disney is trying is how customers will be given wristbands that alert them when it’s their turn to get on a ride. This completely eliminates having to wait in lines at all. This also is an attempt to improve customer experience and satisfaction. This is just the start of virtual lines though, and after Disney has done this I sense that many other parks will follow along in their footsteps. 

2. I personally like the use of FastPass/FlashPass. I remember as a kid growing up, my parents would get my siblings and I these passes to use at an amusement park in PA and at Six Flags. We didn’t go too often so they wanted to make sure we got the most out of our time there which I appreciate now as an adult looking back. I would be willing to pay for it for my kids in the future to use. I think it maximizes the experience and they usually are a fairly good price. 

3. As for recommendations for improving queuing systems at Disney or at other amusement parks, the only idea I would have would be to maybe incorporate little snacks or candy into the rides with the super long lines. Maybe chocolates with the Mickey logo or something along those lines I think would be cool and still represent Disney.

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