About The Author

Robert Meng

Rob Meng is a significant authority in service design due to his dedication to the removal of inefficiencies. With an empirical method, Mr. Meng has helped many organizations in different industries to cut down on wait times, improve customer satisfaction, and create long-term loyalty. He has been respected by the industry leaders because of his innovative strategies and has shaped how businesses are viewing service and operation flow.

Mr. Meng is a native of California, but has spent about two decades staying in North Carolina, where he spends a country life with his wife on their farm close to Kerr Lake. This environment gives him a relaxing place to go, and solidifies his faith in the significance of speed as both a service measure and a guiding philosophy.

In this book, Mr. Meng attempts to present his thoughts and experiences and invites the reader to rethink their attitude towards waiting in line. His commitment to ensuring that customer experiences are enhanced throughout his life is reflected in his work, and he still supports the idea of a more efficient and human-centered approach to service delivery.