Saturday, June 27, 2009

Happy belated Father's Day and the "Principles of Waiting"

Hope everyone had a great Father's Day celebration. I'm on a reduced schedule in Mississauga because I'm covering the senior dentist's vacation time at the Tavistock location.

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:
  1. Unoccupied time feels longer than occupied time
  2. Pre-process waits feel longer than in-process waits
  3. Anxiety makes waits seem longer
  4. Uncertain waits are longer than known, finite waits
  5. Unexplained waits are longer than explained waits
  6. Unfair waits are longer than equitable waits
  7. The more valuable the service the longer I will wait
  8. 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)
(905) 273-7100