A national pastime

I can't help but reflect from my earlier post about the waiting time in queues. Have you ever wonder how much time we spend in queues everyday (and could have saved)? Sometimes I wonder if we have a secret penchant for queues. In fact, I think it can take a spot next to our top national pastime of eating! Just think back to the Hello Kitty queues, the Roti Boy coffee bun queues, the Koi (ok, now maybe Gong Cha) bubble tea queues and the many queues outside restaurants... Each time a popular product is launched, there seems to be an invisible itch that will cause us to be united in one purpose - to wait in line till we get our hands on it! ;)

I did a quick google search and found out that there's even a theory on queues called the queueing theory. Mr Wiki says that it's the mathematical study of waiting lines. I dont want to go into the technicalities and jargons here but it makes me wonder - especially when I'm waiting longer than my expectations - if the people who design the queue system have thought deeply about their choice. Through my careful and often frustrated observations, there are three types of queue systems commonly used:

1. The supermarket system: Many open counters; many staff; fast moving chop chop queues
2. The one-man-show system: One counter; a few multi-tasking staff; be prepared to trudge along slowly
3. The bank counter/airport's airline counter system: A few open counters with one central waiting line; fairly fast-moving because you are served by the first available counter

Of the lot, I like no. 3 best because while the supermarket system is great, it ain't so if you happen to pick the wrong queue and get stuck behind some draggy or troublesome customer in front of you! Of course, these are just my personal codings and sometimes they don't work out. I have to confess that after I raved about Macs, I was sadly disappointed by my following visit to another outlet and there was a horrible queue... =P 

So, the morale of the story is that it's important to think about what your customers are experiencing and make sure the implementation is consistent!

~ Susie