Method and apparatus for customer scheduling to reduce wait times and increase throughput

• US 20070136118A1
• Filed: 12/09/2005
• Published: 06/14/2007
• Est. Priority Date: 12/09/2005
• Status: Abandoned Application

• Current Assignee: Brett Gerlach, Brian Perrin
• Original Assignee: Brett Gerlach, Brian Perrin
• Inventors: Perrin, Brian, Gerlach, Brett
• Application Number:
  US11/298,161
• Publication Number:
  US 20070136118A1
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G06Q 10/1097 Task assignment

Abstract

A time and motion study is conducted to gather timings and factors for each portion of customer visits in an organization. This study draws data from existing management systems as well as special-purpose software built to collect additional data not available in current systems. Multiple regression is then used to analyze these data and determine which factors predict visit lengths, and to develop a model for predicting appointment lengths. This model is then used to assign appointments to different groups with different average lengths. These groups are then arranged in schedule templates and simulated using Monte Carlo simulation techniques. A schedule template is developed, tested and refined by repeated simulation. Finally, once a schedule template has been finalized, it is used to guide the scheduling of appointments, using a program which assigns appointments to one of the groups named by the schedule template, based on factors available at scheduling time.

Claims

1. A method for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the method comprising the steps of:

(a) measuring the lengths of time required from staff members and key resources by a statistically significant sample of appointments;

(b) developing one or more schedule templates that designate how appointments should be scheduled, using a single appointment type for each staff member being scheduled;

(c) testing and refining the one or more schedule templates using Monte Carlo simulation and the measured lengths of time;

(d) selecting one of the one or more schedule templates for use in scheduling appointments for the first subject organization; and

(e) scheduling appointments according to the selected schedule template.

2. The method of claim 1, wherein step (d) comprises evaluating the one or more schedule templates according to one or more criteria.

3. A method for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the method comprising the steps of:

(a) developing a weighted statistical model for a typical organization having staff members and key resources with a typical set of appointments, the weighted statistical model describing the factors expected to predict the length of time that a given appointment requires from the staff members of the typical organization and from the key resources;

(b) collecting data for the first subject organization to eliminate factors that do not provide significant predictive power, and to determine the weights of the weighted statistical model that are required to accurately predict the length of time required from staff members for a given appointment based on the factors described by the weighted statistical model;

(c) adjusting the weights of the weighted statistical model in accordance with the data collected in step (b);

(d) segregating appointments into distinct appointment groups based on predicted time spent with staff members and/or one or more key resources;

(e) developing one or more schedule templates that designate how appointments from the distinct appointment groups should be scheduled and combined in order to increase throughput;

(f) testing and refining the schedule templates using Monte Carlo simulation;

(g) collecting appointment data from at least one staff member who inputs prospective appointments into the management system for the first subject organization, or from the management system; and

(h) designating the distinct appointment group each new appointment belongs to as it is scheduled, using the weighted statistical model so that it can be matched to a schedule template and scheduled at an appropriate time.

4. The method of claim 3, further comprising the step of:

(i) calculating, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment.

5. The method of claim 3, further comprising the step of:

(j) displaying the calculated estimated wait times in an annotated schedule of appointments.

6. The method of claim 3, further comprising the step of:

(i) storing the schedule template developed and tested in steps a)-h) into the management system in the form of a template that can be utilized by the management system for matching appointment types to specific slots.

7. The method of claim 3, further comprising the steps of:

(i) calculating, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment; and

(j) displaying the calculated estimated wait time in an annotated schedule of appointments.

8. The method of claim 7, further comprising the steps of:

(k) allowing a member of the staff to modify the start time of an appointment in the annotated schedule of appointments;

(l) calculating the changes in wait times due to the modified start time; and

(m) displaying the schedule of appointments, annotated with expected wait times, as it is changed by the modified start time.

9. The method of claim 3, further comprising the steps of:

(n) adding an additional appointment which does not match any of the slots in the existing schedule template;

(o) choosing the best start times and assessing the impact of adding the incremental appointment for said additional appointment by iteratively predicting wait times for a set of possible start times, and

(p) presenting a list of those start times which result in acceptable wait times after adding the additional appointment.

10. The method of claim 3, further comprising the steps of:

(q) recalculating new wait time estimates for all remaining appointments for a given day, based on the impact of accepting an unscheduled visit or of a no-show during the day; and

(r) displaying the recalculated new wait time estimates in an annotated schedule of appointments.

11. A method for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the method comprising the steps of:

(a) developing a weighted statistical model for a typical organization having staff members and key resources with a typical set of appointments, the weighted statistical model describing the factors expected to predict the length of time that a given appointment requires from the staff members of the typical organization and from the key resources;

(b) collecting data for the first subject organization to eliminate factors that do not provide significant predictive power, and to determine the weights of the weighted statistical model that are required to accurately predict the length of time required from staff members for a given appointment based on the factors described by the weighted statistical model;

(c) adjusting the weights of the weighted statistical model in accordance with the data collected in step (b);

(d) applying cluster analysis to segregate appointments into distinct appointment groups based on predicted time spent with staff members and/or one or more key resources;

(e) developing one or more schedule templates that designate how appointments from the distinct appointment groups should be scheduled and combined in order to increase throughput;

(f) testing and refining the schedule templates using Monte Carlo simulation[bcg3];

(g) collecting appointment data from at least one staff member who inputs prospective appointments into the management system for the first subject organization, or from the management system; and

(h) designating the distinct appointment group each new appointment belongs to as it is scheduled, using the weighted statistical model so that it can be matched to a schedule template and scheduled at an appropriate time.

12. The method of claim 11, further comprising the step of:

(i) calculating, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment.

13. The method of claim 11, further comprising the step of:

(j) displaying the calculated estimated wait times in an annotated schedule of appointments.

14. The method of claim 11, further comprising the step of:

(i) storing the schedule template developed and tested in steps a-h into the management system in the form of a template that can be utilized by the management system for matching appointment types to specific slots.

15. The method of claim 11, further comprising the steps of:

(i) calculating, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment; and

(j) displaying the calculated estimated wait time in an annotated schedule of appointments.

16. The method of claim 15, further comprising the steps of:

(k) allowing a member of the staff to modify the start time of an appointment in the annotated schedule of appointments;

(l) calculating the changes in wait times due to the modified start time; and

(m) displaying the schedule of appointments, annotated with expected wait times, as it is changed by the modified start time.

17. The method of claim 11, further comprising the steps of:

(n) adding an additional appointment which does not match any of the slots in the existing schedule template; and

(o) choosing the best start times and assessing the impact of adding the incremental appointment for said additional appointment by iteratively predicting wait times for a set of possible start times, and

(p) presenting a list of those start times which result in acceptable wait times after adding the additional appointment.

18. The method of claim 11, further comprising the steps of:

(q) recalculating new wait time estimates for all remaining appointments for a given day, based on the impact of accepting an unscheduled visit or of a no-show during the day; and

(r) displaying the recalculated new wait time estimates in an annotated schedule of appointments.

19. A method for predicting wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the method comprising the steps of:

(a) segregating appointments into distinct appointment groups based on existing appointment types;

(b) collecting timing data for the first subject organization for each appointment group;

(c) describing existing scheduling practices in the form of a schedule template which utilizes the distinct appointment groups created;

(d) using Monte Carlo simulation and the timing data collected for each of the distinct appointment groups to predict customer wait times for current scheduling policies and practices.

20. The method of claim 19, wherein step d) further comprises altering one or more of the following:

the number, length and/or start times of appointments;

the proportion of various appointment groups within the schedule;

staff start and end times;

staffing and resource levels; and

/or policies about turning late patients away.

21. A method for creating earlier and more reliable start times in a working period for staff members of an organization having one or more staff members who use a schedule of appointments for its customers, and a service pipeline involving more than one process step, such that at least one staff member must wait on preparatory steps before seeing a customer, the method comprising the steps of:

(a) minimizing the duration of the preparatory steps during an initial portion of the working period by identifying those appointments which require shorter preparatory times and scheduling the appointments with shorter preparatory times in the initial portion of the working period.

22. A method for creating earlier and more reliable finish times in a working period for staff members of an organization having one or more staff members who use a schedule of appointments for its customers, and a service pipeline involving more than one process step, such that at least one staff member must wait on preparatory steps before seeing a customer, the method comprising the steps of:

(a) minimizing the duration of the preparatory steps during a final portion of the working period by identifying those appointments which require shorter preparatory times and scheduling the appointments with shorter preparatory times in the final portion of the working period.

23. A method for increasing throughput and controlling appointment wait times for customers of a professional office having staff members and key resources subject to policies of the professional office, the professional office having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the professional office based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and professional equipment, the method comprising the steps of:

(a) measuring the lengths of time required from staff members and key resources by a statistically significant sample of appointments;

(b) developing one or more schedule templates that designate how appointments should be scheduled, using a single appointment type for each staff member being scheduled;

(c) testing and refining the one or more schedule templates using Monte Carlo simulation and the measured lengths of time;

(d) selecting one of the one or more schedule templates for use in scheduling appointments for the professional office; and

(e) scheduling appointments according to the selected schedule template.

24. The method of claim 23, wherein the professional office is an office of a medical practice, a dental practice, or a legal practice.

25. An apparatus for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

a computer programmed to measure the lengths of time required from staff members and key resources by a statistically significant sample of appointments;

a computer programmed to develop one or more schedule templates that designate how appointments should be scheduled, using a single appointment type for each staff member being scheduled;

a computer programmed to test and refine the one or more schedule templates using Monte Carlo simulation and the measured lengths of time;

a computer programmed to select one of the one or more schedule templates for use in scheduling appointments for the first subject organization; and

a computer programmed to schedule appointments according to the selected schedule template.

26. The apparatus of claim 25, wherein the computer programmed to select one of the one or more schedule templates is also programmed to evaluate the one or more schedule templates according to one or more criteria.

27. An apparatus for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

a computer programmed to develop a weighted statistical model for a typical organization having staff members and key resources with a typical set of appointments, the weighted statistical model describing the factors expected to predict the length of time that a given appointment requires from the staff members of the typical organization and from the key resources;

a computer programmed to collect data for the first subject organization to eliminate factors that do not provide significant predictive power, and to determine the weights of the weighted statistical model that are required to accurately predict the length of time required from staff members for a given appointment based on the factors described by the weighted statistical model;

a computer programmed to adjust the weights of the weighted statistical model in accordance with the data collected by the computer programmed to collect data for the first subject organization to eliminate factors that do not provide significant predictive power;

a computer programmed to segregate appointments into distinct appointment groups based on predicted time spent with staff members and/or one or more key resources;

a computer programmed to develop one or more schedule templates that designate how appointments from the distinct appointment groups should be scheduled and combined in order to increase throughput;

a computer programmed to test and refine the schedule templates using Monte Carlo simulation;

a computer programmed to collect appointment data from at least one staff member who inputs prospective appointments into the management system for the first subject organization, or from the management system; and

a computer programmed to designate the distinct appointment group each new appointment belongs to as it is scheduled, using the weighted statistical model so that it can be matched to a schedule template and scheduled at an appropriate time.

28. The apparatus of claim 27, further comprising a computer programmed to calculate, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment.

29. The apparatus of claim 27, further comprising a computer programmed to display the calculated estimated wait times in an annotated schedule of appointments.

30. The apparatus of claim 27, further comprising a computer programmed to store the tested schedule template into the management system in the form of a template that can be utilized by the management system for matching appointment types to specific slots.

31. The apparatus of claim 27, further comprising a computer programmed to calculate, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment;

and

a display device to display the calculated estimated wait time in an annotated schedule of appointments.

32. The apparatus of claim 31, further comprising a computer programmed to allow a member of the staff to modify the start time of an appointment in the annotated schedule of appointments;

a computer programmed to calculate the changes in wait times due to the modified start time; and

a display device to display the schedule of appointments, annotated with expected wait times, as it is changed by the modified start time.

33. The apparatus of claim 27, further comprising a computer programmed to add an additional appointment which does not match any of the slots in the existing schedule template;

a computer programmed to choose the best start times and assessing the impact of adding the incremental appointment for said additional appointment by iteratively predicting wait times for a set of possible start times, and

a display device to display a list of those start times which result in acceptable wait times after adding the additional appointment.

34. The apparatus of claim 27, further comprising:

a computer programmed to recalculate new wait time estimates for all remaining appointments for a given day, based on the impact of accepting an unscheduled visit or of a no-show during the day; and

a display device to display the recalculated new wait time estimates in an annotated schedule of appointments.

35. An apparatus for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

a computer programmed to develop a weighted statistical model for a typical organization having staff members and key resources with a typical set of appointments, the weighted statistical model describing the factors expected to predict the length of time that a given appointment requires from the staff members of the typical organization and from the key resources;

a computer programmed to collect data for the first subject organization to eliminate factors that do not provide significant predictive power, and to determine the weights of the weighted statistical model that are required to accurately predict the length of time required from staff members for a given appointment based on the factors described by the weighted statistical model;

a computer programmed to adjust the weights of the weighted statistical model in accordance with the data collected by the computer programmed to collect data;

a computer programmed to apply cluster analysis to segregate appointments into distinct appointment groups based on predicted time spent with staff members and/or one or more key resources;

a computer programmed to develop one or more schedule templates that designate how appointments from the distinct appointment groups should be scheduled and combined in order to increase throughput;

a computer programmed to test and refine the schedule templates using Monte Carlo simulation;

a computer programmed to collect appointment data from at least one staff member who inputs prospective appointments into the management system for the first subject organization, or from the management system; and

a computer programmed to designate the distinct appointment group each new appointment belongs to as it is scheduled, using the weighted statistical model so that it can be matched to a schedule template and scheduled at an appropriate time.

36. The apparatus of claim 35, further comprising a computer programmed to calculate, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment.

37. The apparatus of claim 35, further comprising a display to display the calculated estimated wait times in an annotated schedule of appointments.

38. The apparatus of claim 35, further comprising a computer programmed to store the developed and tested schedule template into the management system in the form of a template that can be utilized by the management system for matching appointment types to specific slots.

39. The apparatus of claim 35, further comprising:

a computer programmed to calculate, for a given level of weighted statistical confidence, an estimate of the wait time for a given appointment; and

a display device to display the calculated estimated wait time in an annotated schedule of appointments.

40. The apparatus of claim 39, further comprising:

a computer programmed to allow a member of the staff to modify the start time of an appointment in the annotated schedule of appointments;

a computer programmed to calculate the changes in wait times due to the modified start time; and

a display device to display the schedule of appointments, annotated with expected wait times, as it is changed by the modified start time.

41. The apparatus of claim 35, further comprising:

a computer programmed to add an additional appointment which does not match any of the slots in the existing schedule template;

a computer programmed to choose the best start times and assessing the impact of adding the incremental appointment for said additional appointment by iteratively predicting wait times for a set of possible start times; and

a display device to present a list of those start times which result in acceptable wait times after adding the additional appointment.

42. The apparatus of claim 35, further comprising:

a computer programmed to recalculate new wait time estimates for all remaining appointments for a given day, based on the impact of accepting an unscheduled visit or of a no-show during the day; and

a display device to display the recalculated new wait time estimates in an annotated schedule of appointments.

43. An apparatus for predicting wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

a computer programmed to segregate appointments into distinct appointment groups based on existing appointment types;

a computer programmed to collect timing data for the first subject organization for each appointment group;

a computer programmed to describe existing scheduling practices in the form of a schedule template which utilizes the distinct appointment groups created;

a computer programmed to use Monte Carlo simulation and the timing data collected for each of the distinct appointment groups to predict customer wait times for current scheduling policies and practices.

44. The apparatus of claim 43, wherein the computer programmed to use Monte Carlo simulation further alters one or more of the following:

the number, length and/or start times of appointments;

the proportion of various appointment groups within the schedule;

staff start and end times;

staffing and resource levels; and

/or policies about turning late patients away.

45. An apparatus for creating earlier and more reliable start times in a working period for staff members of an organization having one or more staff members who use a schedule of appointments for its customers, and a service pipeline involving more than one process step, such that at least one staff member must wait on preparatory steps before seeing a customer, the apparatus comprising:

a computer programmed to minimize the duration of the preparatory steps during an initial portion of the working period by identifying those appointments which require shorter preparatory times and scheduling the appointments with shorter preparatory times in the initial portion of the working period.

46. An apparatus for creating earlier and more reliable finish times in a working period for staff members of an organization having one or more staff members who use a schedule of appointments for its customers, and a service pipeline involving more than one process step, such that at least one staff member must wait on preparatory steps before seeing a customer, the apparatus comprising:

a computer programmed to minimize the duration of the preparatory steps during a final portion of the working period by identifying those appointments which require shorter preparatory times and scheduling the appointments with shorter preparatory times in the final portion of the working period.

47. An apparatus for increasing throughput and controlling appointment wait times for customers of a professional office having staff members and key resources subject to policies of the professional office, the professional office having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the professional office based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and professional equipment, the apparatus comprising:

a computer programmed to measure the lengths of time required from staff members and key resources by a statistically significant sample of appointments;

a computer programmed to develop one or more schedule templates that designate how appointments should be scheduled, using a single appointment type for each staff member being scheduled;

a computer programmed to test and refine the one or more schedule templates using Monte Carlo simulation and the measured lengths of time;

a computer programmed to select one of the one or more schedule templates for use in scheduling appointments for the professional office; and

a computer programmed to schedule appointments according to the selected schedule template.

48. The apparatus of claim 47, wherein the professional office is an office of a medical practice, a dental practice, or a legal practice.

49. An apparatus for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

means for measuring the lengths of time required from staff members and key resources by a statistically significant sample of appointments;

means for developing one or more schedule templates that designate how appointments should be scheduled, using a single appointment type for each staff member being scheduled;

means for testing and refining the one or more schedule templates using Monte Carlo simulation and the measured lengths of time;

means for selecting one of the one or more schedule templates for use in scheduling appointments for the first subject organization; and

means for scheduling appointments according to the selected schedule template.

50. An apparatus for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

means for developing a weighted statistical model for a typical organization having staff members and key resources with a typical set of appointments, the weighted statistical model describing the factors expected to predict the length of time that a given appointment requires from the staff members of the typical organization and from the key resources;

means for collecting data for the first subject organization to eliminate factors that do not provide significant predictive power, and for determining the weights of the weighted statistical model that are required to accurately predict the length of time required from staff members for a given appointment based on the factors described by the weighted statistical model;

means for adjusting the weights of the weighted statistical model in accordance with the data collected by the computer programmed to collect data for the first subject organization to eliminate factors that do not provide significant predictive power;

means for segregating appointments into distinct appointment groups based on predicted time spent with staff members and/or one or more key resources;

means for developing one or more schedule templates that designate how appointments from the distinct appointment groups should be scheduled and combined in order to increase throughput;

means for testing and refining the schedule templates using Monte Carlo simulation;

means for collecting appointment data from at least one staff member who inputs prospective appointments into the management system for the first subject organization, or from the management system; and

means for designating the distinct appointment group each new appointment belongs to as it is scheduled, using the weighted statistical model so that it can be matched to a schedule template and scheduled at an appropriate time.

51. An apparatus for increasing throughput and controlling appointment wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

means for developing a weighted statistical model for a typical organization having staff members and key resources with a typical set of appointments, the weighted statistical model describing the factors expected to predict the length of time that a given appointment requires from the staff members of the typical organization and from the key resources;

means for collecting data for the first subject organization to eliminate factors that do not provide significant predictive power, and for determining the weights of the weighted statistical model that are required to accurately predict the length of time required from staff members for a given appointment based on the factors described by the weighted statistical model;

means for adjusting the weights of the weighted statistical model in accordance with the data collected by the computer programmed to collect data;

means for applying cluster analysis to segregate appointments into distinct appointment groups based on predicted time spent with staff members and/or one or more key resources;

means for developing one or more schedule templates that designate how appointments from the distinct appointment groups should be scheduled and combined in order to increase throughput;

means for testing and refining the schedule templates using Monte Carlo simulation;

means for collecting appointment data from at least one staff member who inputs prospective appointments into the management system for the first subject organization, or from the management system; and

means for designating the distinct appointment group each new appointment belongs to as it is scheduled, using the weighted statistical model so that it can be matched to a schedule template and scheduled at an appropriate time.

52. An apparatus for predicting wait times for customers of a first subject organization having staff members and key resources subject to policies of the first subject organization, the first subject organization having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the first subject organization based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and equipment, the apparatus comprising:

means for segregating appointments into distinct appointment groups based on existing appointment types;

means for collecting timing data for the first subject organization for each appointment group;

means for describing existing scheduling practices in the form of a schedule template which utilizes the distinct appointment groups created; and

means for using Monte Carlo simulation and the timing data collected for each of the distinct appointment groups to predict customer wait times for current scheduling policies and practices.

53. An apparatus for creating earlier and more reliable start times in a working period for staff members of an organization having one or more staff members who use a schedule of appointments for its customers, and a service pipeline involving more than one process step, such that at least one staff member must wait on preparatory steps before seeing a customer, the apparatus comprising:

means for minimizing the duration of the preparatory steps during an initial portion of the working period by identifying those appointments which require shorter preparatory times and scheduling the appointments with shorter preparatory times in the initial portion of the working period.

54. An apparatus for creating earlier and more reliable finish times in a working period for staff members of an organization having one or more staff members who use a schedule of appointments for its customers, and a service pipeline involving more than one process step, such that at least one staff member must wait on preparatory steps before seeing a customer, the apparatus comprising:

means for minimizing the duration of the preparatory steps during a final portion of the working period by identifying those appointments which require shorter preparatory times and scheduling the appointments with shorter preparatory times in the final portion of the working period.

55. An apparatus for increasing throughput and controlling appointment wait times for customers of a professional office having staff members and key resources subject to policies of the professional office, the professional office having one or more staff members who use a management system that produces customer and schedule data that allows its staff members to manage the operation of the professional office based on prospective appointments for its customers, the prospective appointments being input into the management system by the one or more of its staff members, the key resources including staff rooms and professional equipment, the apparatus comprising:

means for measuring the lengths of time required from staff members and key resources by a statistically significant sample of appointments;

means for developing one or more schedule templates that designate how appointments should be scheduled, using a single appointment type for each staff member being scheduled;

means for testing and refining the one or more schedule templates using Monte Carlo simulation and the measured lengths of time;

means for selecting one of the one or more schedule templates for use in scheduling appointments for the professional office; and

means for scheduling appointments according to the selected schedule template.