I was scanning some of the dental publications at the office and came upon this little gem from Dentaltown Magazine. The publisher, Howard Farran had a list of the "Eight Principles of Waiting" first created by Harvard Business School professor David Maister:
The Eight Principles of Waiting:
- Unoccupied time feels longer than occupied time
- Pre-process waits feel longer than in-process waits
- Anxiety makes waits seem longer
- Uncertain waits are longer than known, finite waits
- Unexplained waits are longer than explained waits
- Unfair waits are longer than equitable waits
- The more valuable the service the longer I will wait
- Solo waiting feels longer then group waiting
What a great list! Jodie, Gloria and myself will try to adjust our process flows so that any waiting time is perceived as short as possible.
Source: Farran H, The Waiting is the Hardest Part, Dentaltown Magazine, Vol 10, No 6 June 2009 pg 12-14.
Hans Skariah, B.Sc., DMD
Promenade Court Dental Health Group in Mississauga
2233 Hurontario St., Mississauga, ON, Canada
(1/2 km north of the QEW in the Dome Building)