In short, more lines increase worker speed.

Researchers at Syracuse University’s Martin J. Whitman School of Management found that employees worked slower when customers waited in one long line than when the employees each had their own line. The reason being because clearing out the line is a shared task, with each employee contributing to the end goal.

“When workers have clear feedback on the number of customers in line and how quickly they are moving, it can affect motivation in different ways,” said Julie Niederhoff, assistant professor of supply chain management at Whitman. “It also helps if managers provide pay-per-customer or other financial incentives.”

The researchers tested their theories using simulations in the Whiteman Behavioral Lab. Employee performance was determined over a 10-minute work period, and the researchers manipulated customer arrival rate, payment structure, line visibility, and line structure.

“The results of our study indicate that the physical layout of the service environment can influence worker effort and, hence, the system’s overall performance,” the researchers wrote in “Humans are not machines: The behavioral impact of queueing design on service time.” “Specifically, we show that the median service time is higher in single-queue structures than in parallel queues. From a managerial standpoint, when choosing to transition to single-queue structures, one has to be aware of the potential slowdown of servers; otherwise, the managers can overestimate the increase in performance after the move and fail to meet service goals.”

Niederhoff notes that speed doesn’t always mean worse customer service.

“Slower workers might not always lead to lower customer satisfaction,” Niederhoff said. “For example, in settings where customers are not concerned about speed but, rather, prefer a slower and more personalized service, a server slowdown may lead to an increase in customer satisfaction. This is something for a manager to consider.”

(Image: Maarten/Creative Commons)

Bank of America Stadium—home to the NFL’s Carolina Panthers—named CommScope an Official Network Solutions Sponsor.

“The entire Panthers organization is committed to excellence, whether it’s in scoring touchdowns or making sure fans absolutely love coming to see this team play,” said James Hammond, director of information technology for the Carolina Panthers, in a statement. “With the help of CommScope, the Panthers are utilizing next-generation network technology to deliver an exceptional experience for visitors.”

CommScope will supply equipment and provide onsite technical engineering support to modernize the wireless and wired communications for the stadium’s visitors.

The Panthers hired Beam Wireless Inc., a DAS and small-cell consultant, to provide technical services and equipment selection guidance. The Panthers and Beam Wireless selected CommScope’s ION-U DAS to enable fans to upload photos and videos, text, and make calls, and enjoy other mobile applications during events. The Panthers installed the DAS in less than 90 days from start to finish, and three wireless operators are now on-air throughout the stadium.

CommScope is also supplying high-performance copper and fiber network infrastructure to help the Panthers deliver an integrated, engaging experience to fans, while supporting stadium operations. CommScope is supplying an Optical LAN (Local Area Network) Solution for a passive optical network in the stadium suites and high performance structured cable/connectivity elsewhere. This integrated infrastructure enables, according to a press release, applications such as high-bandwidth data, voice, VoIP (Voice over Internet Protocol) and Wi-Fi services; high-definition TV and hospitality services for the suites; and broadband video.

“The Panthers’ took a leading role in designing and driving these major network upgrades at Bank of America Stadium, highlighting a trend we are seeing at stadiums throughout the U.S. and Europe,” said Ben Cardwell, senior vice president for CommScope Mobility Solutions, in a statement. “Ensuring a premiere fan experience, speeding the deployment process and making upgrades and optimization easier are some of the benefits of venues taking greater control of their networks.”

(Image: Ed McDonald/Creative Commons)

Chris Rogers

IAVM member and longtime Academy for Venue Safety & Security (AVSS) instructor Chris Rogers passed away earlier this month. We’ve been receiving tributes from members and friends and would like to share them with you.

Steven A. Adelman
Chris Rogers, a longtime member of the faculty of IAVM’s Academy for Venue Safety & Security, passed away on May 5, 2016.

Chris joined AVSS back in 2005. He was one of its early innovators, developing the Risk Management curriculum, writing significant portions of the AVSS textbook, and creating the Individual Discussion Groups and “war games” that give students a safe space to discuss and apply the material they learn with their peers. For nearly all of the longtime AVSS faculty, Chris Rogers was one of the first instructors we met and was certainly one to leave a lasting impression.

As a teacher, Chris could sometimes be gruff when he felt that that was necessary to get his point across, but that was only a thin façade over his warm and generous personality and great sense of humor.

Chris was a big man with a bigger heart, particularly for his family. His face never failed to light up when he talked about his beloved wife Stacey, his daughter, and especially his grandchildren. Several years ago, he made the smart decision to step away from his other commitments, retiring from AON Risk Solutions, where he was Director of Risk Control for their National Entertainment Practice, and leaving AVSS, in order to spend more time with his family. Chris and Stacey even moved from southern to northern California to be full-time grandparents.

In an article for the cover of Facility Manager in December 2012, Chris explained that “all business decisions are risk acceptance decisions.” He fearlessly accepted the risk of putting his entire self into his relationships with his students, and with his many friends among the AVSS faculty. Chris was a leader, both in word and in deed. We miss him.

Kevin Mattingly, CFE
Chris was an Allied member of IAVM and a faculty member at AVSS. The Chris I knew approached everything with a laugh and a smile. He loved his family with his whole heart. He worked hard, but loved it. He shared his experience and knowledge with passion and urgency. He was always quick to compliment others. Chris could wear hats and looked good doing so! Chris never met a stranger. When Chris Rogers retired, we immediately missed him. I suspect we always will.

John Siehl, CFE
Chris Rogers was a true friend of AVSS. His dedication and tenacious approach to teaching were second to none, that, combined with his passion for Risk Assessments and the safety of our patrons, created the consummate professional at AVSS for many years. We will miss his jovial demeanor and serious approach.

The International Association of Venue Managers Foundation (IAVMF) has selected the 2016 recipients for its 30|UNDER|30 program. This program is made possible thanks to co-founding program partners SearchWide and Ungerboeck Software Systems, along with IAVM Foundation donors.

As part of the Build an Amazing Future campaign focused on students, young professionals, and mid-level venue management, the 30|UNDER|30 program is designed to engage the best and brightest young professionals in the venue management industry by recognizing emerging leaders – and their talents – which help accelerate the industry and carry it into the future.

“IAVM and the IAVM Foundation continues to build an amazing future for young professionals in the venue management industry and the 30|UNDER|30 program continues to help lead those efforts,” said Mark Gnatovic, senior vice president of SearchWide and a Foundation Trustee. “The program selection process is not easy and each candidate has to be nominated and then submit a video application that is reviewed and scored by select industry leaders and Trustees. Those that earn the right to be recognized, truly earn the right. It’s inspiring and gratifying to see how creative and passionate these young professionals are. It will be fascinating to watch them as they develop into the future leaders of our industry.”

In its second year, this program focuses on identifying and developing the top talent in the venue management industry, 30 years of age and under, through increased access and exposure to industry networking and thought leadership. The 30|UNDER|30 Class of 2016 will convene for the first time at VenueConnect, IAVM’s annual conference and trade show, July 23-26, in Minneapolis, Minnesota. They will also be provided opportunities for continued education for professional growth in the venue industry to help them become better, more productive employees.

Award recipients will receive full complimentary registration to VenueConnect, an $850 travel stipend and a one-year complimentary Young Professional IAVM Membership. In addition to over $2,000 in benefits, the 30|UNDER|30 recipients will be recognized at the Venue Industry Awards Luncheon at VenueConnect on Monday, July 25.

“On behalf of the IAVM Foundation’s Board of Trustees and committed donors, we are honored to announce the 30|UNDER|30 class of 2016,” said Mark Duryea, vice president of North American Routing & Tours for Feld Entertainment and the Foundation Chair. “We ARE building amazing futures for some of the top rising stars in the industry!”

Meet the IAVM Foundation’s 30|UNDER|30 class of 2016:

• Priscilla Almeida, Director of Event Services, Rose Quarter/Rip City Management, LLC
• David Bennett, Event & Facility Operations Manager, KSU Sports + Entertainment Park and Fifth Third Bank Stadium at Kennesaw State University
• Brooke Bockelman, Booking Manager, Jerome Schottenstein Center at Ohio State University
• Ben Bosse, Director of Event Services, Nashville Predators/Bridgestone Arena
• Nick Byer, Director of Events, Donald L. Tucker Civic Center at Florida State University/Spectra by Comcast-Spectacor
• Meghan Doyle, Director of Marketing, BOK Center/SMG
• Maggie Gendernalik, Marketing & Box Office Manager, KSU Sports + Entertainment Park and Fifth Third Bank Stadium at Kennesaw State University
• Imran Gill, Marketing & Communications Manager, Shaw Conference Centre
• Daniel Hare, Front of House Manager, Kings Theatre
• Emily Herr, Event Services Coordinator, Buffalo Bills/Ralph Wilson Stadium
• Michael Hilburn, Senior Manager, Ballpark Event Operations, Seattle Mariners/Safeco Field
• Aaron Hurt, Director of Operations, Butler Arts Center at Butler University
• Carly Johnston, Director of Marketing & Sales, Pensacola Bay Center/SMG
• Tara Krause, Food & Beverage Manager, Swiftel Center/VenuWorks
• Kristina Lankow, Sales & Marketing Manager, Swiftel Center/VenuWorks
• Todd Liermann, Manager of Complex Show Operations, The National Western Complex
• Max Long, Patron Services Manager, Denver Performing Arts Complex
• Corey Margolis, Assistant General Manager, Budweiser Gardens/Spectra by Comcast-Spectacor
• Matt McClain, Event Services Manager, Broadmoor World Arena & Pikes Peak Center
• Sarah Minnick, Senior Event Services Coordinator, Alamodome
• Christine Pileckas, Director of Sales & Marketing, INTRUST Bank Arena/SMG
• Rick Powell, Operations Manager, Atlantic City Boardwalk Hall/Spectra by Comcast-Spectacor
• Jenna Ricupero, Director of Catering Sales, Huntington Convention Center of Cleveland and Global Center for Health Innovation/Levy Restaurants
• Micheal Robinson II, Event Coordinator, Curtis Culwell Center
• Mike Santa, CVP, General Manager, Indiana University Auditorium
• Brian Smith, Special Events Manager, BOK Center/SMG
• Allie Thomas, Event Services Coordinator, Cox Business Center/SMG
• Sara Waltemire, Event Services Manager, Meydenbauer Center
• Hayley Ward, Front of House Manager, AT&T Performing Arts Center
• Michelle Witkins, Account Executive, The Baltimore Convention Center

Ben Parker, Spiderman’s uncle, once said, “With great power, comes great responsibility.” Yes it is cliché and has been used a thousand times over, but it’s true; success and power bring responsibility. Before we get too far into that topic, though, let’s start at the beginning.

As a young professional fresh out of college, an entry level position is all you can really expect. Entry level jobs don’t have cool titles, don’t have a high salary, include some administrative tasks, don’t have much say in decision-making, but don’t come with an extreme amount of responsibilities. On paper, they really don’t sound enjoyable. While it certainly would be nice to graduate and walk into a high-paying job that allows a great sense of autonomy with great power, that’s not how the world works. Even if you have done every internship under the sun, why would a multimillion-dollar company feel comfortable putting a roughly 21-year-old graduate in anything other than an entry level job? Internships are great, don’t get me wrong, but internships are just that, an internship. They provide a great hands-on experience you cannot get in the classroom but they also are limited in part to the hours an intern usually works.

As horrible as I have made an entry level position sound, they really are something to enjoy. As stated above, an entry level job does not usually come with an extreme amount of responsibility which can mean less stress. That is a wonderful thing that should not be taken for granted. Sure it is fun to sit with the big boys, get to do things the way you think is best, and rake in the money, but think about what else comes with that. In a managerial role, you become responsible for the work of those who report to you on top of your own work, you are responsible for making decisions that affect more than just yourself, and your workload as whole typically becomes greater. While you once left right at the strike of five in an entry level position, you may find yourself leaving at 5:30 or six now. The added responsibilities bring more stress, making it tougher to “leave work at work.” While all that power and responsibility sounds great, it comes with a price.

Enjoy being at the bottom. Soak in as much information as you can to ensure that when the time comes and you are no longer at the bottom, you have the knowledge to make that mid-level position as easy as the entry level one. There’s no shame in having “coordinator” in your title. A great coordinator turns into a great director. The allure of money, power, and quick success is a tough one to fight off, but moving on before you’re ready may leave a feeling of regret.

So I say to you, young fella (cue your favorite NBA announcer), sit down, buckle up, and let the ride take you where it may. Don’t try to rid that coordinator title for the sake of impressing others. Quality work will impress someone far more than your title will. When you’re ready for bigger and better, you and the people around you will know. Enjoy leaving at five, enjoy the decreased sense of responsibility, enjoy leaving work at work, and enjoy learning from those above you. Great power and great responsibility can bring great stress. You’re young, don’t bring on the wrinkles too soon.

(Image: Andrew Hitchcock/Creative Commons)