Title: Service delivery in a religious organisation: model and insights

Authors: Venkataramanaiah Saddikuti

Addresses: Indian Institute of Management Lucknow, Noida Campus, Institutional Area, B1 Sector 62, Noida, Uttar Pradesh, India

Abstract: In this paper we present a queueing model for addressing long waiting time of devotees at a religious organisation (Hindu Temple) in southern India. We highlight various challenges faced by the temple administration and suggested suitable recommendations and managerial insights based on the proposed model. Based on the model, we identified key performance indicators like average waiting time, number of devotees waiting in the system at a given point of time, etc. Effect of model-based solution has been demonstrated with sample results under three scenarios (single, double and triple channel queueing system). Guidelines for implementation of recommendations during peak and non-peak demand were also suggested along with future scope of work.

Keywords: pilgrims; queueing model; religious organisation; service delivery; waiting time management.

DOI: 10.1504/IJICBM.2017.087630

International Journal of Indian Culture and Business Management, 2017 Vol.15 No.4, pp.445 - 476

Received: 01 Apr 2016
Accepted: 14 Nov 2016

Published online: 20 Oct 2017 *

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