Queue Management System

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Queue Management is the organisation of people waiting within a retail or public sector department.

Queue Management System (QMS) is a system that utilises modern technologies that organise the existing queue, the system also provides static gathering, which allow managers to monitor and set performance thresholds.

[edit] Classification

Most of the QMS can be classified in to the following two groups:

  • Ticket-less (Waiting-in-line approach)
  • Ticket-issuing (Virtual queue approach)

In ticket-less system, the customer would approach the serving staff directly, hence the system are purely for statistics collection.

The ticket-issuing process consists of the customer arriving at the establishment ready to join a queue relevant to their particular enquiry type. Each of the customer were issued with a ticket number, and call up via either audio or display announcement.

There are several benefits in the ticket-issuing system:

  • There is no waiting-in-line scenario, customer can wait in a more relaxed environment, great for the elderly and disability people.
  • By using the statistics gathered by the QMS, business can tailored their advertisement and information to their customers on reading, and audio-visual material in the waiting area.

[edit] Origin

The genesis of queue management systems began in the 1970s when the UK-based company Lonsto International Ltd introduced the systems into the public domain. The product's penetration was substantial and such Queue Management Systems can now be found in everyday life, in doctors' surgeries, airports, banks, and deli counters.

Such a system is developed in India by Digital Innovations.