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
Citation
CHEONG, Michelle L. F. and CHIA, Yong Qing.
Simulation model to evaluate effectiveness of queue management tool in supermarket retail chain. (2019). 2019 International Conference on Industrial Engineering and Engineering Management (IEEM): Macao, December 15-19: Proceedings. 606-610.
Available at: https://ink.library.smu.edu.sg/sis_research/5114
Additional URL
https://doi.org/10.1109/IEEM44572.2019.8978794