In manufacturing companies, delivery time is certainly regarded as a vital parameter of overall customer relations. The organization setup reflects this. This is the length of time which elapses from the client's first effort to gain the service company's attention until he has that attention. Measurement of some types of access time can be done by automated recorders. More usually, special observers must conduct sampling studies.
Some services involve a queuing of clients due to variable loads or to considerations of economy.
Some companies organize this by use of assigned serial numbers. This also permits the clients to sit while they wait, and to occupy themselves with reading material provided for the purpose. This may be embellished by play facilities for children. Action time This is commonly defined as the interval between taking the customer's order and providing him with the service requested. In designing the time aspect of service, it is important to stress the customer's viewpoint of elapsed time.