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Product Overview

This case examines the queueing issues caused by the growth in popularity of one of the most visited Hindu temples in the world. On January 2, 2015, Ramesh and Vasantha Gupta visit Tirumala Venkateswara Temple, just a day after some 210,000 people crowded the 2,000-year-old site. The case describes the many enhancements that the temple administrator, Tirumala Tirupati Devasthanams (TTD), has implemented since its management of the temple complex began in 1932. The soaring popularity of the temple, however, has led to safety and comfort concerns for pilgrims. While challenging students to consider additional improvements that might benefit pilgrim throughput rate and time in the temple system, the case highlights the tension TTD must manage between maximizing efficiency and maintaining religious traditions. Additionally, the case demonstrates the importance of perceived waiting times in the management of queues.

Learning Objectives

? Evaluate an organization's efforts to manage and improve the waiting line experience for large crowds. ? Explore rules/relationships about waiting line systems. ? Analyze the relationships between daily demand, average number of people waiting, and cycle and takt time. ? Understand the differences between perceived and actual waiting times for customers (in a service business).