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Contents • • • • • • • • • • • • • • • • • • • • • Types of queue [ ] Structured queues [ ] Here people form a queue in a fixed, predictable position, such as at supermarket checkouts, and other retail locations such as banks. In the field of facilities management, structured queues are commonly known with different names like 'Queue Managers' or 'Crowd Controllers' or 'Public Guidance Systems'. Very often, queue management systems are set up to manage ticket ranking for a service (with or without a numbered ticket) with identification and thus enable a serene and stress-free waiting. Extending the different possibilities, planned reception by appointment and remotely rank allocation on or through can also be included. Unstructured queues [ ] Where people form a queue in unpredictable and varying locations and directions.

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This is often the case in some forms of retail, taxi queues, ATMs and at periods of high demand in many situations. In the busiest places, physical barriers and guides are used to funnel people into a line as they arrive. Kiosk based queues [ ] Kiosk-based queuing systems are often used for medical, banking, and many governmental service locations.

As people arrive, they enter basic information into a kiosk about themselves and the reason for their visit. The information is organized and presented to staff to allow for faster customer service response. Kiosk-based systems also include an information tracking system for the business to report on statistics such as wait times, the volume of traffic and staff performance. Mobile Queue [ ] Allowing customers to use their mobile phone to view real-time queue data and select a reason that they want to visit your service center.

Customers are free to carry on their day and don't have to wait in a waiting area. Customers receive notifications via SMS or App and when ready to be seen, they are called forward for service.

Mobile phone text messages for a queue at a motor vehicle office. Mobile queues can also include real-time queue data statistics as well as real-time customer feedback. Mobile queues require the customer to install apps to their phone before getting into the queue. The time to install may extend the persons actual wait time for the first visit. Installing apps to a device includes unknown risks of tracking and marketing.

Because not every business uses the same app, customers can end up with hundreds of apps on their device. Mobile queue apps are best for customers that visit the same place on a regular basis. Queue measurement and management techniques [ ] Various queue measurement and management techniques exist. Queue Management Display Hopital Cochin, Paris Physical barrier [ ] They aimed at guiding queue formation and organizing it in the most efficient way. Signage and signaling systems [ ] Traditional queue management systems rely on customers of that business, entering the business and using a free-standing kiosk to select the reason for their visit. These type of systems use LCD screens to manage customers by way of indicating their wait time and place in the queue. These aim to provide information to people queuing to aid efficient queue formation and flow, as well as setting service expectations.

Newer technologies such as utilization of a customer mobile phone, allow customers to view queue data and join a queue prior to arriving at the service centre are seen to be more customer friendly. Customers who use this technology do not have to join a physical line or wait in a confined area watching LCD screens. Solutions that use the customers mobile phone, interact with the customer keeping them updated as to their place in the queue and when ready, call the customer forward for service. Solutions such as these improve efficiency within the business and also improve customer feedback surveys. Automatic queue measurement systems [ ] These use a variety of measurement technologies which predict and measure queue lengths and waiting times and provide management information to help service levels and resource deployment. Automatic queue measurement systems for small structured queues [ ] Automatic queue measurement systems are designed to help managers in two ways - first, through enhanced customer service; second by improving efficiency and reducing costs. They use sensors at entrances and above checkout lanes/queue areas to accurately detect the number and behavior of people in the queue.

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