Effective management of waiting in queues

Abstract

Effective management of queues can significantly improve the performance of the organization in general or the unit where it applies in particular. Effective management of queues is most needed when the service is face to face, ie “tangible”, visible and that actually happens in a certain unit. This work aims at identifying the role of several factors (skills, technology, etc.) in the queuing model. The focus of selective surveillance is on all those organizations that have service systems. Service time in the system depends not only on the management of the model but also on some factors which if evaluated (taken into consideration) can significantly improve service results. After a detailed review of the literature, we created the possibility of designing the most effective techniques and methods for gathering information, which was then processed with various computer programs. The proposed model as well as the decision tree is the main results of the presents work. The study has managed to achieve its purpose, as well as to give at the end some recommendations for all those service systems where the queue is applied.