https://ad1tya-tech.pages.dev/tags/operations/ Recent content in Operations on My New Hugo Project Hugo en-us Fri, 02 Jan 2026 00:00:00 +0000 https://ad1tya-tech.pages.dev/posts/2026/01/2026-01-02-the-baggage-claim-strategy-managing-the-psychology-of-the-wait/ Fri, 02 Jan 2026 00:00:00 +0000 https://ad1tya-tech.pages.dev/posts/2026/01/2026-01-02-the-baggage-claim-strategy-managing-the-psychology-of-the-wait/ <h1 id="the-houston-experiment">The Houston Experiment</h1> <p>The Houston Airport story is the foundational case study for the <strong>Psychology of Queuing</strong>. The airport realized that the objective variable (Time) mattered less than the subjective variable (Perception). When passengers were standing at the carousel staring at an empty belt, they were bored and anxious. They felt ignored. When they were walking, they were &ldquo;working&rdquo; toward a goal. They felt in control.</p> <h1 id="the-maister-principles">The Maister Principles</h1> <p>David Maister, an expert on business management, formulated several laws of waiting:</p>