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

• Main Authors: CHEONG, Michelle L. F., CHIA, Yong Qing
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2019
• Subjects: Queue Theory; Multiple-server Model; Queuing Simulation; Service Operations; Retail; Computer Sciences; Operations and Supply Chain Management
• Online Access: https://ink.library.smu.edu.sg/sis_research/5114; https://doi.org/10.1109/IEEM44572.2019.8978794
• Institution: Singapore Management University

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.