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.