Queuing Management System

by: Steven Wayne M. Cepeda

Introduction

Background of the Study:

Effective customer service is crucial for businesses and organizations in today's fast-paced,

service-oriented environment. Managing and streamlining waiting lines or queues is essential to providing

high-quality service. Customers frequently need to be more satisfied with the traditional method of

disorganized lineups, resulting in longer wait times and inefficient resource use. The idea of queue

management systems has evolved as a workable solution in response to this problem.

Queueing management systems provide a comprehensive framework for planning and

streamlining the waiting process in various service-oriented settings, including retail establishments,

healthcare facilities, financial institutions, public buildings, and many more. These systems seek to

improve operational efficiency, decrease wait times, and improve customer experience by utilizing

cutting-edge technologies and approaches.

This capstone’s primary goal is to thoroughly investigate the idea of queue management systems,

looking at their significance, features, and advantages. This study intends to shed light on the influence

and efficiency of queue management systems in improving customer flow and enhancing service quality

by thoroughly investigating the body of current literature, case studies, and practical examples.

This thesis will also cover the main characteristics and capabilities of queuing management

systems, including ticketing systems, queue displays, customer notifications, virtual queues, service point

allocation, staff management, reporting and analytics, queue displays, virtual queues, and virtual queues.

Understanding these fundamental elements will help us understand how firms can apply queue

management systems to increase customer happiness and service quality.

This study will also examine the potential difficulties and restrictions of putting queuing

management systems in place, considering costs, infrastructure needs, employee training, and consumer
acceptance. We can provide solutions and ways to overcome these challenges by identifying them and

ensuring the successful deployment and integration of queue management systems.

Finally, this capstone aims to give readers a thorough grasp of queue management systems and

the importance of those systems in today's service-oriented environments. This study intends to offer

valuable insights to companies and organizations looking to improve customer service and streamline

their queuing procedures by studying their features, advantages, and obstacles.

Objectives of the Study

This research aims to assess the efficacy and impact of a queuing management system in

optimizing customer flow and improving service quality in a service-oriented setting. The study's specific

goals are as follows:

1. Assess the efficiency of the queuing management system in lowering wait times and enhancing overall

customer satisfaction.

2. Examine how the queuing management system affects employee productivity and resource use.

3. Analyze the efficiency of various queuing management system features and functionalities, such as

ticketing systems, queue displays, customer notifications, virtual queues, service point allocation, staff

management, reporting, and analytics.

4. Identify the costs, infrastructure needs, employee training, consumer acceptance issues, and constraints

of a queue management system.

5. Provide recommendations and techniques for successfully designing and integrating a queue

management system, considering the specific needs and characteristics of the service-oriented

environment.

6. Contribute to the body of knowledge about queue management systems and their potential benefits for

businesses and organizations in improving customer service and operational efficiency.

Conceptual Framework of the Study

The service-oriented environment, the queue management system, and the results of putting such

a system in place are the three primary pillars of the conceptual framework for this study on queuing

management systems. The concepts below shows how these elements are linked and have an impact on

one another:

1. Environment Focused on Services:

a. Customer Expectations: When entering a service-oriented setting, customers have expectations

about the level of service, the length of waits, and the overall customer experience.

b. Staff Resources: Employees who perform services and communicate with clients are part of the

service-oriented environment.

c. Infrastructure: To effectively manage lines and ensure efficient customer flow, the physical

infrastructure, and the environment's design are essential.

2. System for managing queues:

a. The queuing management system includes several features and functionalities, including staff

management, service point distribution, virtual queues, queue displays, customer notifications, and

reporting and analytics.

b. Factors to Consider When Implementing a Queue Management System Cost, Infrastructure

Needs, Staff Training, and Customer Acceptance Are Just A Few.

3. Outcomes:

a. Waiting Times: The queuing management system tries to cut down on waiting times so that

consumers can get services faster and more effectively.

 b. Customer happiness: The queuing management system aims to increase customer satisfaction

by reducing waiting times and offering a more streamlined and structured experience.

c. Productivity of Staff: The system's features, such as service point distribution and management,

maximize staff resources, boost output, and guarantee a fair workload division.

d. Resource use: By effectively dispersing client flow and preventing overcrowding at particular

service locations, the queue management system aims to maximize resource use.

e. Operational Efficiency: The system aids in pinpointing problem areas, streamlining procedures,

and boosting operational efficiency through reporting and analytics.

The conceptual framework is built on the connections and interactions between these elements. In

a service-oriented setting, deploying a queuing management system is anticipated to directly affect

waiting times, client satisfaction, employee productivity, resource utilization, and overall operational

effectiveness. By comprehending these connections, the study intends to assess the efficiency and results

of putting a queue management system in place and offer suggestions and insights for companies and

organizations looking to enhance their service delivery.

Service-Oriented Environment

--> Customer Expectations

--> Staff Resources

--> Infrastructure

Queuing Management System

--> Features and Functionalities

--> Ticketing Systems

--> Queue Displays

--> Customer Notifications

--> Virtual Queues

--> Service Point Allocation

--> Staff Management

--> Reporting and Analytics

--> Implementation Factors

--> Cost

--> Infrastructure Requirements

--> Staff Training

--> Customer Acceptance

Outcomes

--> Waiting Times

--> Customer Satisfaction

--> Staff Productivity

--> Resource Utilization

--> Operational Efficiency

Scope and Delimitation of the Study

This study is about Queueing Management Systems, which will focus on assessing the efficacy

and impact of a queuing management system in optimizing customer flow and improving service quality

in a service-oriented setting.

The scope of this study includes a variety of service-oriented contexts, such as retail outlets,

healthcare facilities, financial institutions, public offices, and other locations where queue management

systems may be used. It examines the idea, attributes, and features of queuing management systems,

including ticketing platforms, queue displays, customer alerts, virtual lines, service point distribution,

personnel management, and reporting and analytics. The study considers how queuing management
systems affect client wait times and their general satisfaction. Additionally, it examines how these

systems affect staff output and resource use from their point of view. The study also looks into

implementation variables, including cost, infrastructure needs, staff training, and customer acceptance,

that help the queue management system be successfully adopted.

There are some restrictions. Nevertheless, that must be recognized. The study must include the

technical details of creating or programming queue management systems. Additionally, it doesn't

concentrate on any particular hardware or software products. Although the paper acknowledges that there

might be industry-specific variances, it does not include a thorough analysis of these specific variants.

Furthermore, although acknowledging cost as an implementation concern, the study needs to perform a

detailed cost analysis of the various queue management solutions. The study needs to thoroughly examine

the long-term consequences or sustainability of queue management systems; instead, it primarily focuses

on the systems' immediate effects.

It's significant to note that the scope and delimitation may be further adjusted or enlarged

depending on your study's particular requirements and focus. The supplied examples can be modified to

fit your research goals and available resources as a starting point.

Significance of the Study

There are several groups of persons for whom the study on "Queuing Management System" is

significant, including:

1. Businesses and Organizations: The report offers insightful analysis and suggestions for companies

looking to improve customer service and operational effectiveness. Businesses may increase customer

happiness, minimize resource use, and boost efficiency by implementing an efficient queue management

system.

2. Customers: By enhancing their overall experience, the study directly helps customers. Customer

happiness, convenience, and a favorable opinion of the company or organization are all improved by
shorter wait times, well-organized lines, and better communication through queuing management

systems.

3. Workers: The study influences workers by providing them and systems that improve their working

environment and streamline queuing processes. Queueing management solutions increase staff

productivity, lower employee stress, and improve job satisfaction by lowering customer complaints about

waiting times.

4. Service-Oriented Industries: Various sectors, including retail, healthcare, finance, and government,

primarily rely on queuing systems and customer service. The study's conclusions and recommendations

are significant for these sectors since they can directly and favorably affect their service delivery,

customer happiness, and operational efficiency.

5. Researchers and academics: The study adds to the body of information already available on queue

management systems. Building on the results of this study, scholars and researchers can investigate more

developments in the area and further develop their understanding of queuing procedures, consumer

behavior, and the use of technology in service-oriented settings.

6. Technology Providers: The study has implications for creating and selling queue management

technologies. Technology suppliers can improve their solutions and match them to specific industry

requirements, extending their market reach and enhancing customer satisfaction. This is done through

understanding the needs, obstacles, and potential benefits of deploying such systems.

The significance of the study stems from its potential to benefit companies, clients, employees,

service-oriented sectors, researchers, and technology suppliers. This study intends to enhance service

quality, operational efficiency, and customer experiences in diverse situations by addressing the

difficulties of queuing procedures and providing practical solutions.

Definition of Terms

The following terms will be used and will be operationally defined.

1. Queuing Management System: Customer queues must be managed and optimized in service-oriented

environments. A queuing management system is a collection of tools, technologies, and procedures. It has

several features to increase customer flow, decrease wait times, and improve service quality, including

ticketing systems, queue displays, customer notifications, virtual queues, service point distribution, staff

management, and reporting and analytics.

2. Waiting Times: The time clients must wait in line before obtaining service is referred to as the waiting

time. It is the time between the client's arrival and the start of the service. The total effectiveness of

service delivery and consumer satisfaction are directly impacted by wait times.

3. Customer satisfaction gauges how successfully a company or organization satisfies or exceeds client

expectations. It shows how the consumer feels about the level of service received, considering elements

like wait times, service delivery, employee interactions, and overall experience.

4. Staff Productivity: The efficacy and efficiency of staff employees in providing services to clients is

referred to as staff productivity. It is evaluated based on variables such as the volume of clients serviced,

the length of the service, and the speed with which customer questions or requests are responded to.

5. Resource use: The efficient distribution and management of resources, such as personnel, service

locations, and physical infrastructure, to fulfill consumer demand is referred to as resource utilization. It

entails ensuring that resources are used as effectively as possible while preventing overuse or underuse.

6. Infrastructure Requirements: Infrastructure requirements are the physical facilities, tools, and

technology infrastructure required to build and sustain a queue management system. Examples include

ticketing machines, queue displays, customer notification systems, network infrastructure, and hardware

installations.

7. Data created by the queue management system is collected, analyzed, and interpreted as part of

reporting and analytics. It offers information on consumer traffic patterns, wait times, lengths of services,

staff productivity, and other pertinent variables. Businesses may discover areas for improvement, make

data-driven choices, and optimize operational processes using reporting and analytics.
8. Implementation things: A queue management system must consider several things to be successfully

implemented. One example is cost, which denotes the monetary outlay for system procurement,

installation, and upkeep. Infrastructure demands, personnel training requirements, and customer

acceptability are significant implementation considerations that need to be addressed for a queue

management system to be successfully implemented.

Review of Related Literature

The current study is discussed in this chapter within the context of ongoing related research.

These systems and publications from the cited research study are pragmatists developed based on

research and user needs.

Local-Related Research

System QueueRite

A complete enterprise software system for managing client lines is called QueueRite. Thanks to

this software, businesses may systematize the process for consumers while they queue up and wait for

their time to be served. Using the Queuerite software will improve customer service at the front desk and

reduce the confusion that long lines of consumers cause. As the customer's place in line approaches, our

system may send out SMS notifications to give them additional convenience while waiting their turn.

Because every firm is different, software customization allows the queuing system to be set up to meet

your requirements. In-house programmers can modify the current QueueRite System's features and

functions to meet your company’s needs exactly. As a first layer of security, the Ivant Queue

Management System requires a username and password to log in. The queueing starting numbers are also

randomly generated to secure the queuing system further. "Customer Queue Management System,

Leading Enterprise Software with SMS Notifications and Online Appointments." March 17, 2018.

(Accessed.)

Development of an Android App for a Payment Queuing System

 Basic utility transactions have long been acknowledged as entailing lengthy wait times. This

might be seen in government agencies, medical facilities, and admissions processes for educational

institutions. But more often than not, using the DLSU-D enrollment seasons as an example, mixing minor

and significant transactions not only prolongs waiting times beyond what is necessary but also

inconveniences students who only need quick, easy transactions and leaves them stranded. The team

opted to pursue the "Development of Payment Queuing System with Android Application" project to

address and mitigate these problems through functionality for transaction categorization, isolation, and

service time estimation.

Four different application types were created for the system: a server program, a client terminal

program, a cashier program, and an Android application.

Client software that accepts user input about transaction information, a MySQL server that acts as

a backend database, and a P.O.S. (point of sale) program that enables the user to view and process

transactions in a queue make up the system as a whole. The current wait length for minor and significant

transactions is also displayed on the monitor by a separate notification application, with the recent

transactions being served and their associated P.O.S terminals. A wireless router that is hosting a local

area network controls how all the relevant components interface with one another. Except for the Android

client program, which communicates wirelessly, all components are connected through cat5 wires.

"Development of a Payment Queuing System with an Android Application." March 17, 2018. (Accessed.)

BEA Online: Bank of the Philippine Islands Express Assist

The BPI Express Assist (BEA) terminals deployed in the branches have a BEA Online spinoff.

Since BEA now enables branch customers to input their branch transaction details into a touch-screen

terminal instead of paper forms, paper forms are no longer necessary. Customers are given queue

numbers and the transaction details are automatically sent to the tellers after submission. Customers may
merely sit down and unwind while they wait for their queue numbers to be announced rather than

standing in line.

With the help of this facility, customer wait times at the branch are now significantly shorter. Thanks to

BEA Online, customers can now select time slots for their branch transactions in advance. Log in to

www.bpiexpresssonline.com, select Other Services, and then choose BPI Express Assist Online for

customers. They can then enter their transaction details and select their desired BPI branch, day, and time

to complete the transaction. Electronic queue numbers will be assigned for the Deposit, Withdrawal,

Encashment, or Bills Payment Transactions encoded online. "Pattawi, Jarel. "II. RELATED

LITERATURE REVIEW. March 17, 2018. (Accessed.)

Foreign Studies and Concepts

Remote wireless queuing technique and system

The disclosure explains using text messages or cell phone calls to allow people to stand in line

virtually. The person who wants to join the line makes a text message or phone call to the queueing

system. The person may also register through a network connection of computers. When their turn to

benefit from being at the head of the line is almost upon them, the queuing system texts them to let them

know—wireless remote queuing system and technique (Backer, Alejandro; McCune, Timothy Ross.

US20080133283A1, published on June 5, 2008, was filed on November 16, 2007.

Model for Automatic Queuing in Banking Applications

According to the client’s needs, queuing is moving customers from one service to another in a

specified order. The act of creating a schedule is referred to as scheduling. A scheduler that uses queuing

could accomplish this. The system of bank lines, various queuing algorithms used in banks to serve

customers, and the typical wait time are the main topics of this essay. To organize the banks' queues, this

study aims to develop an automatic queuing system to analyze the queue's state and decide which

customers to serve. The new queuing architecture model can switch between various scheduling
algorithms according to testing findings and the average waiting time factor. This study’s primary novelty

is modeling the average waiting time, along with switching to the scheduling algorithm that produces the

best average waiting time. International Journal of Advanced Computer Science and Applications 2, no. 7

(2011): S.A. Ahmed and Dr. Huda, "Automatic Queuing Model for Banking Applications."

System for Automated Queue Management

An automated queue management system is a tool that aids service providers in effectively

managing their clientele. For the manager of the service provider, the system can make managing the

customer flow easier. This project aims to create an automated queue management system that can

analyze the condition of the queue and determine which customer should be served first.

The main topics of this project are the average waiting time, and various queuing algorithm

approaches utilized in banks to serve customers. This queuing architecture model can use two separate

queue control systems that have evolved to transition between multiple scheduling algorithms in

accordance with the testing outcome or the average waiting time. The Intel Galileo Microcontroller

controls several processes, which is the software compatible with the Arduino software development

environment. The systems have also been tested in various settings to gauge their performance. (Uddin,

M.N., NA Nithe, and SZ Ahmed, "Automated Queue Management System." (December 31, 2015) Global

Journal of Management and Business Research 16: 51–58.)

Methodology

Research Design

a. A mixed-methods research design will be used for this study, combining qualitative and

quantitative techniques.
 b. The qualitative approach will entail speaking with stakeholders such as business owners,

employees, and consumers in interviews and focus groups to learn more about their needs, expectations,

and experiences with queue management systems.

c. The quantitative approach will acquire factual information on wait times, customer satisfaction,

and staff productivity using data collection techniques like questionnaires or observations.

Data Collection

a. Sprint Planning Phase:

i. Data will be acquired during the sprint planning phase through interviews and focus

groups with stakeholders. These meetings will be held to learn about their needs, issues, and desired

features for the queuing management system.

ii. Qualitative information, such as stakeholder opinions, preferences, and specific use

cases, will be collected to establish system needs and build appropriate functionality.

b. Developmental Phase:

i. Data gathering throughout the developmental phase will use qualitative and quantitative

methodologies.

ii. To understand the development process, issues encountered, and decisions taken

throughout system deployment, qualitative data will be acquired through interviews, observations, and

documentation analysis.

iii. Quantitative data will be collected via surveys and system logs to compare waiting

times, customer satisfaction levels, and staff productivity before and after the queuing management

system is implemented.

System Design and Development:

a. Sprint Planning Phase:

 i. The development team will design the queuing management system based on the

requirements gathered during the sprint planning phase, considering features such as ticketing systems,

queue displays, customer notifications, virtual queues, service point allocation, staff management, and

reporting and analytics.

ii. The system will be built using relevant programming languages and frameworks, with

scalability, security, and ease of maintenance in mind.

b. Developmental Phase:

i. The queuing management system will be implemented in selected service-oriented

contexts, such as retail stores, hospitals, or banks, during the developmental phase.

ii. The implementation phase will entail configuring the hardware and software

components, integrating the system with existing infrastructure, training staff members on system usage,

and dealing with any technical issues or challenges that emerge.

Data Analysis

a. Qualitative data acquired during the sprint planning and development phases will be

thematically examined to uncover common themes, patterns, and insights about stakeholder needs, system

problems, and implementation experiences.

b. Quantitative data obtained throughout the development phase will be examined using

appropriate statistical methods to determine changes in wait times, customer happiness, and staff

productivity before and after the queuing management system is implemented.

Evaluation and Validation

a. The designed queuing management system will be assessed and verified using a combination

of user feedback, performance data, and comparison to stated goals.

 b. Surveys, interviews, and observations will collect user feedback on their satisfaction, perceived

improvements, and suggestions for future changes.

c. To assess the system's success, performance indicators such as wait times, customer

satisfaction scores, and staff productivity metrics will be compared to pre-implementation benchmarks.

References

“Customer Queue Management System , Leading Enterprise Software with SMS Notifications and Online

Appointments.” Accessed August 30, 2018. https://queuerite.com/.(n.d.). Retrieved from

http://thesis.dlsud.edu.ph/2732/1/CEN%20009%202014.pdf

“Pattawi, J. (2018, March 17). “II.RELATED LITERATURE REVIEW.” . Retrieved from

http://www.academia.edu/19723729/Chapter_2_Literature_Review

Backer, Alejandro, and Timothy Ross McCune. Wireless remote queuing system and method. United

States US20080133283A1, filed November 16, 2007, and issued June 5, 2008.

https://patents.google.com/patent/US20080133283/en.

AL-Jumaily, Ahmed S. A., and Dr Huda K. T. AL-Jobori. “Automatic Queuing Model for Banking

Applications.” International Journal of Advanced Computer Science and Applications (IJACSA) 2, no. 7

(2011). https://doi.org/10.14569/IJACSA.2011.020702.

Uddin, Md.Nasir, NA Nithe, and SZ Ahmed. “Automated Queue Management System.” Global Journal

of Management and Business Research 16 (December 31, 2015): 51–58.