Queueing Theory Essay

832 words - 4 pages

Queuing Theory

Queuing Theory
Waiting in lines is a social phenomenon that people face on a daily basis. Queues of people form when checking in at the airport, purchasing items at a cash register, and getting on rides in amusement parks. Waiting in lines can have both economic costs and psychological costs when customers perceive it as a negative experience. Waiting too long in line can be extremely frustrating for customers and staff. Analyzing and understanding queuing systems for service businesses involves finding and managing the best level of service that will keep customers happy and costs under control. The problem for managers in most queuing situations is the trade-off ...view middle of the document...

The waiting lobby is a basic queuing system useful in retail service organizations. In a waiting lobby queue, customers sign in with a greeter and sit down to wait for their turn. Hair salons, doctors , and dentists often use this queuing method. Restaurants often use a version of the waiting lobby system by providing electronic paging devices to customers that allows short range roaming while keeping a place in line. Disadvantages of using waiting lobbies systems include physical space limitations that may require build-outs or property purchase to handle growth and demand. Service companies with lobbies consistently at capacity may want to consider a reservation queuing system to handle overflow. The reservations queuing system is unique to the service industry. Some businesses serve customers by allocating specific time slots for each customer or group sometimes excluding all other customers during reserved times. Reservation queuing systems are often used for businesses like upscale restaurants and spas and other services like musical instructors and other tutoring services. Reservations queuing systems can help managers estimate income and provide insight for budgeting, scheduling and cost control (McGinley, Zhu, Veeraraghavan, 2014). Online and telephone requests are primary sources of customer contact for some businesses. Maintaining an orderly and time efficient system can lead to retention of satisfied customers. Software programs can provide queuing solutions for either online or telephone customer flow and can also be integrated to handle both. Many businesses use these types of queuing systems including technical service businesses and pizza or fast food delivery...

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