A Comprehensive Guide to Queue Management Systems

Aug. 6, 2023

What is queue management?

Queue management is the process or system of controlling customer flows and waiting times, whether they be physical or digital. It aims to improve end-user waiting experience, staff productivity, service delivery, and customer satisfaction. Queue management can measure and streamline the efficiency of business processes and improve the customer’s experience.

A queue management system is a set of tools developed to manage and analyze the flow of visitors. It is a mathematical model of congestion and waiting. It manages how customers arrive for service, wait in line, and leave the system. A queuing system can be used to study and analyze various problems and to automate and control the customer flow.

There have been many books and literally hundreds of pages describing these statistical models of queues such as Queues by D.R. Cox and Walter L. Smith, An Introduction to Queueing Theory: Modeling and Analysis in Applications by U. Narayan Bhat and Fundamentals of Queueing Theory by John F. Shortle , James M. Thompson , Donald Gross and Carl M. Harris.

Why is queue management important?

Queue management is important because it aims to improve end-user waiting experience, staff productivity, service delivery, and customer satisfaction. It can also reduce the actual or perceived waiting times. Queueing is often classified as the most unpleasant part of using your service.

Efficient queue management creates a sense of fairness and order. It eliminates the temptation to ‘book’ a spot or form multiple lines that lead to the same counter. A comprehensive queue management system facilitates a platform for customer feedback.

Effective queuing systems provide a range of benefits to businesses and staff, including minimizing wait times and reducing customer frustration. By automating the process of managing lines and streamlining customer flow, staff members can work more efficiently and effectively. In addition, the improved environment can ultimately lead to higher levels of customer satisfaction, encouraging repeat business and positive word-of-mouth recommendations. By freeing staff from the task of managing queues, they are better able to focus on meeting customer needs and delivering high-quality service.

What are the different types of queue management systems?

Here is a comprehensive list of different models used to organize queues.

  1. Multiple Line Queuing: Multiple lines for each service teller and customers join the line that is shortest or most convenient for them.
  2. Single Line Queueing: Just one single line where customers join on a first come first serve basis. The line can lead to a single teller or to multiple tellers where the first customer in the queue goes to an available teller when they are free.
  3. Physical Ticket Queueing: Customers take a ticket and proceed to the service counter when called. The ticket usually contains a number that corresponds to the customer’s position in the queue and this is either called out loud or displayed on a screen. This system allows customers to take a seat and relax instead of standing in line.
  4. On-site Virtual Queuing: Here customers scan a QR code with their mobile device and join the queue similar to the physical ticket queueing. The customers now don’t physically have to wait at the location as they can be updated about their position in the queue through their phone.
  5. Virtual queueing: As in the onsite version a mobile phone is used to join the queue but instead of scanning a physical QR code at the location they can join the queue through a link on the webpage. This allows them to turn up just before their appointment and not waste time arriving early just to wait in line.
  6. Multi-Staged Queuing: this system is used when there are multiple stages in the service process for example in a call center, there are often multiple levels of support. For example, a customer might first call a general support line, and then be transferred to a more specialized line if their issue cannot be resolved. Each level of support can be considered a separate queue, and the customers are moved from one queue to the next as their issue escalates.

The most common types of queuing systems are based on the principle of FIFO (First In First Out). In layman's terms this is first come first serve. Most systems are based somewhat on this principle as it resonates with customers as being fair. Non FIFO queuing can be used together with the above types of queuing systems and can either be handled by software or completely different queues. Examples of Non FIFO queuing include:

  1. Priority Queuing: Airports there is a VIP line or a line for families with children or frequent fliers. Hospitals will prioritize emergencies over other treatments. These are both examples of priority queueing. Although not entirely “fair” it allows you to differentiate your customers.
  2. Category Queuing: Different sales personnel might be better suited to deal with different types of customers. You can often see this at government offices where different personnel will deal with general enquiries or visas or passport issuing etc.

How do virtual queue management systems work?

QR Code

Virtual queue management systems allow customers to wait for service remotely, without having to physically stand in line. Customers can join a virtual queue using a mobile app, SMS, a physical device like a buzzer, or via the internet. Once they have joined the queue, they will receive updates on their wait time and be notified when it is their turn to be served.

What are the benefits of virtual queue management systems?

Virtual queue management systems offer a number of benefits for businesses and customers. Some of the most important benefits include:

Relaxing with a coffee while waiting in line

What are some examples of virtual queue management systems?

How do physical queue management systems work?

Physical queue management systems use a combination of hardware and software to manage customer queues in real time.

The hardware components of a physical queue management system typically include:

The software components of a physical queue management system typically include:

What are the benefits of physical queue management systems?

Which type of queue management system is right for your business, physical or virtual?

The best type of queue management system for your business will depend on your specific needs and requirements. Here are some factors to consider when making your decision:

Ultimately, the best way to choose the right type of queue management system for your business is to consider your specific needs and requirements. If you are not sure which type of system is right for you, you can consult with a queue management expert.

Here are some additional tips for choosing the right queue management system for your business:

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