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Queue management systems have had the most significant impact on business operations, especially in service industries. In banks, restaurants, healthcare facilities, schools, and other service-oriented enterprises, customers have to wait for service (De Vries et al., 2018). Longer queues can have unprecedented negative consequences on several business outcomes, including waiting time, customer satisfaction, service efficiency, staff productivity, and revenue (De Vries et al., 2018). Robust queue management systems have provided powerful solutions for managing queuing problems, such as longer waiting times, employee downtime, customer walkaways, guesswork, and chaos associated with poorly managed queues, and negative perception of waiting times (Kambli et al., 2020).
These applications have streamlined business processes by reducing customer wait times, improving service quality, and augmenting communication, leading to higher levels of staff efficiency, greater customer satisfaction, reduced operational costs, and increased profits (De Vries et al., 2018). A simulation of a capacity and queue management system at a campus dining facility allowed reallocation of underutilized staff to high-demand stations, leading to a 45% reduction in waiting time (Kambli et al., 2020). These software enable organizations to utilize their employees efficiently and deliver excellent customer service.
The course syllabus, instructional materials, activities, and assignments exposed us to the fundamental base of information management. Most importantly, the practical, hands-on learning activities created an opportunity to experience and understand how to transfer the course content to real-life business problems. The sessions incorporated various individual and group activities, creating a chance to develop and hone vital skills, such as critical thinking, time management, collaboration, and leadership.
Overall, the course has enlightened me on capturing and leveraging information and insights within and outside the organization to make meaningful contributions to business outcomes. The knowledge and skills I have acquired throughout this course will enable me to dig deeper into data and understand trends at both individual customer and business-wide levels. These insights will help improve day-to-day operations, make better decisions, and create robust strategic plans.
References
De Vries, J., Roy, D., & De Koster, R. (2018). Worth the wait? How restaurant waiting time influences customer behavior and revenue. Journal of Operations Management, 63, 59-78.
Kambli, A., Sinha, A. A., & Srinivas, S. (2020). Improving campus dining operations using capacity and queue management: A simulation-based case study. Journal of Hospitality and Tourism Management, 43, 62-70.
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