Understanding the queuing theory for improved service delivery: an entrepreneurial-mindset approach

Abstract

Queuing theory plays a huge role in solving and preventing operational bottlenecks and service failures in the organization. But, observations show that Queuing analysis may become extremely complex and cumbersome. Therefore, most entrepreneurs, having realized its usefulness in managing their much earned successes achieved in relation to customer’s patronage and service delivery now desire its simplified applications in normal day to day running of operations. The methodology adopted in this paper, therefore is to describe queuing theory and its associated terminologies in relation to service delivery. In view of this, the paper presented a simplified exposition of queuing theory and management of waiting lines as it affects entrepreneurial drive for more business growth and opportunities with its attendant implications to customers’ service delivery and satisfaction. The paper concluded that if appropriately delivered and applied, queuing theory goes a long way in achieving and maintaining customer satisfaction. It recommended that entrepreneurs should seek the opportunity of gaining better understanding and application of queuing theory to practically reduce or eliminate boredom, irritation, breakdown and frustration to customers without much ado.

Keywords: queues, customer, waiting line, entrepreneurs, service