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Q-ing and U Queueing theory is your business!

Q-ing and U Queueing theory is your business!. Andrew Quanbeck, MS NIATx 200 Scientific Manager STAR-SI Data Coordinator . If you have a phone at your office, this applies to you! Do you schedule intake appointments or “slots”?. Why should I care? . Enter queueing theory.

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Q-ing and U Queueing theory is your business!

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  1. Q-ing and U Queueing theory is your business! Andrew Quanbeck, MS NIATx 200 Scientific Manager STAR-SI Data Coordinator

  2. If you have a phone at your office, this applies to you! Do you schedule intake appointments or “slots”? Why should I care?

  3. Enter queueing theory • What is a “queue?” • Historical roots • Some basics • Arrival rate • Service rate • Does queueing = rationing?

  4. “Things happen in threes” “When it rains, it pours” What is this all about?

  5. Like it or not, we live in a random world Human beings have an innate urge to superimpose patterns where they don’t really exist (e.g., lottery numbers, coin flips, stock market, etc.) We like schedules, order, and routine Wouldn’t it be nice if it rained exactly ¼” every night at 11 pm and then stopped? The world is a random place

  6. Demonstration • Imagine you are starting up a program • Based on sound market research, you expect 25 requests for service per month • In a given month with roughly 25 work days, that means an average of one intake request per day • Implication: set aside one intake “slot” each morning, Monday-Friday

  7. Demonstration (continued) • This approach is: • Logical • Very common in the field • DOOMED • What REALLY happens?

  8. Implications

  9. The inevitable results of “slot” systems… • Waiting time ebbs and flows, but on average grows infinitely (a fixed system can never catch up) • No-shows • Poor efficiency • Financial distress

  10. No appointments for intake processes! Think people, not “slots” The more scheduling control you try to exert, the more out of control things will get Make functional roles as interchangeable as possible through cross-training Serving customers must be staff’s #1 priority at all times Takeaways

  11. Don’t “blame it on the rain!” • Understanding the true nature of your business is the key to organizational survival! • Don’t let bad processes put you out of business

  12. www.niatx.net – click on “Success Stories” then “Business Case Series” Three agencies that went to walk-ins: Acadia Hospital Central New York Services Southwest Florida Addiction Services What happened? So much for theory- how about reality?

  13. Q&A • Who has done/tried walk-in intakes? • How did you get started? • What issues did you face? • What were the results?

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