⏲️Queuing is a complex system affected by service rate and arrival rate.
🎟️Disney's original ticket book system created false demand for certain attractions.
📝Bruce Laval, an industrial engineer, played a pivotal role in optimizing Disney's queuing system.
💡The virtual queue system, known as FastPass, was developed to reduce wait times and improve guest satisfaction.
💰FastPass increased guest spending by providing more time for shopping and dining.
How does the virtual queue system work?
—The virtual queue system, known as FastPass, allows guests to receive a return time for an attraction, reducing their wait in line.
Did Disney's queuing system always include FastPass?
—No, Disney's queuing system initially utilized a ticket book system, but it was replaced by FastPass due to its inefficiencies.
Who was responsible for optimizing Disney's queuing system?
—Bruce Laval, an industrial engineer, played a significant role in optimizing Disney's queuing system.
How has FastPass impacted guest satisfaction?
—FastPass has greatly improved guest satisfaction by reducing wait times and allowing guests more time for other activities in the park.
Has FastPass increased Disney's revenue?
—Yes, FastPass has increased guest spending by providing more time for shopping and dining.
00:00Introduction to queuing and the impact of wait times.
02:59The inefficiencies of Disney's original ticket book system.
05:49Bruce Laval's role in optimizing Disney's queuing system.
09:13The development and implementation of FastPass.
13:34The positive impact of FastPass on guest satisfaction and spending.
