Where do you need queue management?
The answer to this question is very simple wherever there is a queue, you need queue management in the buildings . Some place where one needs effective queue management are banks, educational institutes, retail stores and even corporate hubs. In banks there is a large number of footfall during peak working hours and often customers have to wait for long hours in the queue, in educational institutes students often stand in long queues to pay their fees or collect their admit cards, in retail stores too you find long queues at the billing countershence these places need good
What are the different types of queues?
It is very difficult to define a queue. However, you can often define and segregate the different types of queues. The types of queues are:
Structured queue: in a structured queue people form queues in a structured and predictable position. Example of structured queue will be security check point in an airport, retail store billing counters, banks.
Unstructured queue: an unstructured queue is one which is unpredictable and can form in varying locations and directions. Such queues can be seen outside ATMs and taxi queues. While at one point there might be a long queue with a huge demand, at other times there may be no queue at all.
Mobile queue: this type of queue let customers know the real-time queue data on their mobile phones. They can select the reason why they want to visit the store from the online menu option and without waiting in the queue area can avail their service.
These are some of the types of queues. However, managing these queues can be quite a task. Another question that is often asked is, why does one need to manage the queues? One major reason is time management.
Time management and queue management
One of the ways in which your time can be wasted is by standing in long queues in banks, retail stores, lines for elevators in office, long taxi lines and even outside ATMs. Effective queue management leads to effective time management, and effective time management leads to better customer experience. There are various ways in which you can improve the queue management system to ensure good customer experience:
Developing a queue management system- this is one way in which you can drastically improve customer experience by reducing their wait time. The queue management system should be simple and self-explanatory that can improve operational efficiency and customer experience by reducing wait time. One of the best and most intuitive queue management system is through a token or ticket that the customer can track. Using an app on a smart phone (used by many banks and retail stores) to track ones ticket is one of the most effective ways of queue management in the recent past.
Another way of effective time management and better customer experience is through a well trained staff base that can quickly cater to the needs of the customers. Also, make sure your staff walk around the waiting area to ensure that they have one to one communication with the customers to give them an idea as to when their wait will be over and listen and answer the customers queries.
Also, make sure that the queues are in a single file that can be managed easily. The customers should have no doubt regarding who comes after whom. Apart from this, ensure that there are multiple cash drawers to make the queue move faster and more efficiently.
Following these methods can make sure that there is effective time management.