E-QUEUE

MANAGEMENT
SYSTEM
Badilla
Ladaga
INTRODUCTION

■ Nowadays, customer service-oriented Institutions facing difficulties of

lengthy queues. These problems often occurred in the schools, banks,
post office and airport and it became worsen when the time reached
peak hour.
■ The improper management of such queues will cause tension and
stress among clients and employees. According to Bain & Company
net, a global management consulting firm, “a customer is four times
more likely to defect to a competitor if the problem is service related
than price or product related”.
Purpose Statement

■ The purpose of the proposal intends to endorse an automatic queuing

management system for the counters under the Accounting Office
and the University Registrar.
■ To better ease the long lines, and stress on the security personnel
manually providing queue numbers while answering related
questions.
Scope Statement

■ This proposal provides the entire structure and the relating processes
for the queue management system suggested to be put in place to
both the Accounting Office and the University Office of the Registrar.
■ This serves as a recommendation for the decision making for a final
system to be decided by the administrative offices involved with the
area of operations.
Problem Statement

■ The Proposal is created right after the observations made in the

present queuing system within De La Salle University – Dasmariñas.
The counters are noted to be packed during specific time days. This is
regarding the long lines of customers that are formed during identified
periods of heavy transactions.
Procedure Statement

■ In a qualitative method, the researcher attempts to capture data on

the perceptions of local actors ‘from the inside’, through a process of
deep attentiveness, of empathetic understanding, and of suspending
or ‘bracketing’ preconceptions about the topics under discussion
(Miles & Huberman, 1994).
DISCUSSION
Long lines in front of the
Office of the University
Registrar.
Queue Management System

■ A queue management system is the organization of queues of people within

a retail or public sector department.
Advantages of Queue Management System
• Keeps track and forecast the flow of customers.
• Optimum utilization of staff forecast.
• Constant monitoring the staff’s performance.
• Enhance productivity and morale of the staff, as operation was efficient and
systematic.
• Gives flexibility in dealing with customers.
• Increase service reliability, as customers are treated fairly and efficient.
• Producing statistical reports, which facilitate top administrative decision-
making process.
Customer Flow Management

■ Is managing the flow of customers and their experience from initial

contact to final service delivery.
Queue System

■ The system will follow the standard queuing system the FCFS/FIFO.
This principle states that customers are served one at a time and that
the customer that has been waiting the longest is served first.
Financial Summary
Approximation
Local Collaborator/s
■ QNET (TECHNOLOGY TRANSFER & TECHNICAL EXPERTISE)
■ UBISOFT PH (EQUIPMENT PURCHASE & OPERATION TRANSFER)
■ DLSUD
- ICTC (SOFTWARE MAINTENACE)
- CSCS (FRIMWARE MAINTENANCE)
- BFMO (HARDWARE MAINTENANCE)

Studies Available
• Automated Queue Management System
• Design and construction: Electronic queue management system
Management/Administrative Aspect

■ The organization chart shows the hierarchical precedence of the

management of the queuing system. The top most authority will be the
administration followed by the manager then to the employee.
System Work Flow
System Work Flow

Skills and expertise of employee

– IT EXPERT
– CLERK
– MANAGER/SUPERVISOR
Compensation
– PROVINCIAL RATE
Physical Design
Actual System Flow with estimated waiting
time at five to ten minutes.
1st step:
■ The client will input the job order through the ticketing dispenser/queuing
machine with a client ID the machine can identify whether the client is a student
of the university or an employee, if no ID the client can go ahead and input the
job order. Entering phone number, client can receive messages about waiting
time, the queuing machine can alert the client if it is their time to be processed.
2nd step:
■ Waiting time can be quantifiably identified and the client will then only wait for
their turn or go about with their business.
3rd step:
■ If the turn of the client comes up. The customer will proceed to the respective
counter where the queuing machine designated their job order.
Visualization
■ The Visualization presented the
process of the queuing system.
This provides a great solution
for places working with few
clerks, handling the same
service (or up to 3 services). In
this case there is possibility to
transfer clients from one
counter to the other. It can be
integrated with media player
(showing calling events on LCD
TV and video content, scrolling
messages at the same time). It
is possible to provide statistics
about the client turnover, and
the queuing machine is also
capable to alert the client for
their turn through SMS
message.
CONCLUSION
■ First, the current queuing system needs to be improved.
Students, the main clients of the Accounting Office and
University Office of the Registrar, are dissatisfied. There is
no clear system in place which means waiting and
standing in line drains the time and energy which could
have been spent on far practical pursuits.
■ Second, the phenomenon of the queues in the counters of
the Accounting Office where customers sit while waiting in
lines and transfer seats as the line progresses leaves
much to be improved. This current set up does little to
cater the needs of persons with disabilities most especially
those whose locomotors are impaired.
■ Lastly, the new queuing system can effectively
manage the long lines formed in the counters of
the Accounting Office and University Office of the
Registrar.
■ The simple process involved in the offered system
even notifies the customers via SMS if it is their
transaction to be catered. With this simple
innovation, it effectively eliminates long lines as
many customers will have the chance to do their
other matters and come back to the counters.
RECOMMENDATION
■ It is recommended that the Queuing Management System be
highly considered given the current set-up of the new position of
the Administration Offices within the Ayuntamiento.
■ Additionally, that the Information Center for Technology and
Communication be tapped for the management and maintenance
of the Queuing Management System. The Information Center for
Technology and Communication or ICTC in short form are more
than capable of the routine check-up and maintenance of the
software of the Queuing Management System or QMS in short
form.
■ Buildings and Facilities Management Office or BFMO in short form
can help routinely check and in the replacement of the
components if ever it will be damaged or the wear and tear of said
components.
■ It is also recommended that The College of
Science and Computer Studies use the system to
train their students belonging to the Bachelor of
Science in Information Technology program. The
program may be used as a test to their
competency at the same time maintaining the
competency of the software installed for the QMS.
This effectively hits two birds with one stone as
both uses serves the university really well.
REFERENCE

■ Bose S.J., AN INTRODUCTION TO QUEUING SYSTEMS, Kluwer/Plenum

Publishers, 2002
■ Penttinen A., QUEUING SYSTEMS – INTRODUCTION TO TELETRAFFIC
THEORY.
Kluwer/Plenum Publishers, 2007
■ Lariosa B.I., OUR, students address last day of enrolment queues.
Retrieved May 18, 2019 from:
http://heraldofilipino.com/students-address-last-day-enrollment
queues/