Qmatic Queuing Systems
Although today, we live in a fast paced society
, there is still one thing that we all must do, whether it be the store, the bank, or even while driving, Wait !!!
These waiting lines or queuing systems as they are known in the field of operations management can greatly influence the experience that a customer has. We will be exploring the use of these different systems in the consumer environment and the pros and cons associated with each.
Customer queuing systems
The two systems that consumers are most familiar with and that we will be discussing today are:
1) The Basic Single Server System, and
2) The Multi-Server Exponential Service Time Model
The different uses of these systems can greatly affect the consumer's experience, and can even cause or decrease queuing problems such as:
- Balking
- Reneging, and
- Jockeying
Balking occurs by the refusal of an arriving customer to join the queue and wait for the service.
Reneging is a situation when a customer initially joins the queue but leaves before receiving service.
Jockeying is a situation where a customer leaves one queue to join another in the expectation that he or she will get served more quickly.
Now, lets take a look at our first queuing model, 'The Basic Single Server System'. This is the system that consumers are most familiar with, as this is the way that most retail store checkouts are designed. In this system there is only one server and only one queue. Customers are served in the order that they arrive in the queue on a first-come-first-served basis. Many larger retailers such as Walmart or Target operate this type of system.
Only they use numerous single server queuing systems. The use of numerous systems can help to cut down on balking and reneging. This is due to the reduced wait time brought about by the use of the multiple systems. However this type of system can lead to jockeying as customers switch between queues in hopes of being served more quickly.
The second system that we will be discussing is the 'Multi-server Exponential Service Time Model'. This system is very similar to the first except for one major difference. It utilizes multiple servers within the same queue. Customers wait in a single line. Once they reach the front of the line, the customer proceeds to the next available server. This is the way that most bank lobbies are setup, and even some retail stores such as BestBuy and Borders Books have begun to utilize this system. This system eliminates jockeying by only giving consumers one line to choose, however it could increase balking and reneging as consumers perceive that the wait will be longer due to the use of only one line.
As we have seen from these examples, the way that a customer queuing system is designed, can greatly affect a consumer's experience. As we go on about our busy lives, we will eventually have to stop and wait. However, now we will be able to better understand how these waiting lines are formed and the effects they have on our consumer's behavior.
Typical results from Qmatic systems are summarised below -
1) Sales increase up to 25% and staff cost decrease up to 30%
2) Waiting time reduced up to 20%
3) Preferred choice by >90% of the customers in surveyed branches
Examples -
- 97% of customers preferred the Q-Matic solution to the previous queuing systems (Retailer)
- 9% increase of sale at mobile operator
- Customer waiting times reduced by 20% (Bank)
- In US trials 94% of customers preferred the new solution (Retailer)
- 26% sales uplift (Retailer)
- 15% higher footfall and 26% higher contract volumes with average upgrade volumes up by 10% (Retailer)
For more information on the latest types of Queue management systems, please visit - http://onlinemarketerstools.info/Qmatic.
by: Amit
Dancehall Sound Systems Bios Part 2 Best Destin HVAC Contractor: HVAC Heating Systems to Consider Greyhound Handicapping - Do Spot Play Systems Work? Alkaline Water and Alkaline Water Filtration Systems SystemSays Veterinary Cr And Dr Systems Sized To Fit Your Thriving Practice Systems Work Where People Fail What Are Cad Systems Find out the Most effective Systems for Stopping Untimely Ejactulation! Uv Water Purifications Systems UPS Power Protection Systems- Backup Your Systems During Power Cuts Keep Fire Away With Sprinkler Systems In Philadelphia How To Build Residential Pv Systems