Understanding the queuing theory for improved service delivery: an entrepreneurial-mindset approach

Queuing theory plays a huge role in solving and preventing operational bottlenecks and service failures in the organization. But, observations show that Queuing analysis may become extremely complex and cumbersome. Therefore, most entrepreneurs, having realized its usefulness in managing their much earned successes achieved in relation to customer’s patronage and service delivery now desire its simplified applications in normal day to day running of operations. The methodology adopted in this paper, therefore is to describe queuing theory and its associated terminologies in relation to service delivery. In view of this, the paper presented a simplified exposition of queuing theory and management of waiting lines as it affects entrepreneurial drive for more business growth and opportunities with its attendant implications to customers’ service delivery and satisfaction. The paper concluded that if appropriately delivered and applied, queuing theory goes a long way in achieving and maintaining customer satisfaction. It recommended that entrepreneurs should seek the opportunity of gaining better understanding and application of queuing theory to practically reduce or eliminate boredom, irritation, breakdown and frustration to customers without much ado.Keywords: queues, customer, waiting line, entrepreneurs, servic

Assessment of Knowledge Management Practices amongst Small and Medium Entrepreneurs in Fako Division, Cameroon

In developing countries, Small and Medium Entrepreneurs have proven to be catalyst for economic growth. Performance in entrepreneurial business pose concern because when these businesses perform better, there is a positive change in the economy where they operate. The main objective of this study was to assess knowledge management practices among small and medium entrepreneurs in Fako Division of Cameroon. This study was guided by the Knowledge based theory of the firm. Descriptive statistics and survey research design approach were used. The study focused on 184 registered entrepreneurial ventures in the division. Random sampling technique was used for the selection of respondents. A total of 678 respondents were chosen. It was discovered that the entrepreneurial businesses were operating under different levels of knowledge management practices. In this study, four major levels were identified and seen to affect performance of the businesses concerned. It was recommended that entrepreneurs should develop interest and pay close attention on upgrading their levels of knowledge, in order to find themselves amongst the 'Medium' and 'High' Levels of knowledge management practices. Hence, become more successful, grow and achieve sustainability goals. Conclusively, the study affirmed that, entrepreneurial ventures perform better when they adopt and efficiently use the Medium-High level of knowledge management practices. &nbsp

Efficacy of Self-Instructional Talk and Multicomponent Techniques in Reducing Occupational Stress among Teachers in Command Schools in Nigeria

There exists a substantial body of literature relating the ravaging tendency of occupational stress, therefore, the need to train teachers on effective stress management strategies. This study examined the efficacy of self-instructional talk (SIT) and multicomponent techniques (MCT) on occupational stress reduction of Command Secondary School teachers in the Nigerian Army. The study adopted a quasi-experimental approach using a 3x2 factorial design. The multi-stage random sampling technique was used to select 120 teachers (60 males and 60 females) who participated in the study. The treatment groups were exposed to eight weeks of training sessions while the participants in the control were not exposed to any treatment, Teacher Stress Scale was used to collect data. Three hypotheses were tested at 0.05 level of significance. Participants were post tested after eight weeks of treatment. Data were analysed using Analysis of Covariance (ANCOVA) and Duncan Multiple Range Test. Findings revealed significant difference in the occupational stress reduction of participants in the treatment groups and those in the control group (F(2,119)=1.61; p<.05). Multicomponent technique was found to be more effective for occupational stress reduction (F(1,79)=91.37; p<.05). There was no interaction effect of gender on treatment as the males were constant in their stress reduction after treatment in the three groups. The study concludes that self-instructional talk and multicomponent techniques were effective in reducing stress of teachers in Command Secondary Schools. It is therefore recommended that counsellors should use the two therapies in helping teachers to manage stress at work