Abstract

Most organizations around the world have discovered that the strategy of customer satisfaction translates very
rapidly to higher profit and productivity. We show here how some simple Operations Research methods can be
used to achieve better customer satisfaction. The methods of CPM and PERT were used to analyze a process that
delivers service to customers in an organization faced with the problem of providing additional parking space for
its customers’ trucks. By reducing and stabilizing the process cycle time, the problem was solved, saving the
company the cost of leasing more parking lots for the customers’ trucks. In addition, the customers were happy
with less time spent in the company’s premises.

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