Topic 14

• Planning and Managing Queues in Customer Service Systems

Queue Planning and Management

• • Importance of queues in promoting excellent service
• • Waiting for service
• • Importance of queues in hotel capacity planning
• • Managing guests’ perception of waiting
• • Eliminating negative aspects of queues

Queue Management Theory

• • Queue time and queue length
• • Number of service channels
• • Queue modeling
• • Rejection and waiting service system models
• • Limited queue length model
• • Limited and unlimited service time models

Queue Management System – Q-nomy Que Que

• • Organizes waiting lines based on first-come, first-served and appointments
• • Provides audiovisual customer guidance
• • User-friendly interface for operators
• • Performance statistics and service level management

Benefits of the System

• • Regulates queue rules and priorities
• • Reduces waiting time and delays
• • Integrated digital signage support
• • Improves service quality and reduces operational costs

Key Features

• • Self-service kiosks and receptionist support
• • Call next customer / specific customer
• • Queue transfer and priority routing
• • Automated reporting and statistics
• • SMS notifications and display systems

Electronic Queue Management System (LMS) IS-Line

• • Advanced queue management functionality
• • Workforce load monitoring
• • Real-time service level analysis
• • Modular and scalable system architecture
• • Suitable for retail, healthcare, and public services