Simulation model to evaluate effectiveness of queue management tool in supermarket retail chain

Publication Type

Conference Proceeding Article

Publication Date

12-2019

Abstract

As part of its continuousprocess to improve operational excellence and productivity, a retail company inSouth East Asia trialed the usage of a commercial market retail tool, known as QueueBuster, to improve queue management processes in its physical stores. Weemployed Queuing Theory to determine the effectiveness of implementing theQueue Buster. Specifically, we constructed a queuing simulation model based on inputparameters derived from queuing data collected at a pilot store. Three mainperformance metrics - Wait Time, System Time and System Length were measured fortwo different queue systems, with and without the implementation of QueueBuster. Simulation results demonstrated improvement to all three performancemetrics when Queue Buster is implemented. Using the system, we proposed anoptimal range of trigger point i.e. the number of customers in the queue whereretail chains should start employing Queue Buster to achieve optimal results.

Keywords

Queue Theory, Multiple-server Model, Queuing Simulation, Service Operations, Retail

Discipline

Computer Sciences | Operations and Supply Chain Management

Research Areas

Data Science and Engineering

Publication

2019 International Conference on Industrial Engineering and Engineering Management (IEEM): Macao, December 15-19: Proceedings

First Page

606

Last Page

610

ISBN

9781728138046

Identifier

10.1109/IEEM44572.2019.8978794

Publisher

IEEE

City or Country

Piscataway, NJ

Additional URL

https://doi.org/10.1109/IEEM44572.2019.8978794

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