Introduction TO QMS

Introduction to QMS

Introduction to QMS

An imbalance between supply and demand leads to queues. A group of individuals waiting for the same reason tend to self-organize and this organization is usually in the form of queues, i.e. first come first serve. Any business operating in a branch format, where customers come to the outlet to purchase a product or a service, must manage queues.

Most small businesses do not have such a system in place. At times, it leads to randomness in the service delivery flow which in turn leads to customer annoyance.

A system that efficiently manages customer flow and ensures fairness in the service/ product delivery sequence is called a Queue Management System.

Types of queues:

  1. 1.First in first out: This is the most common type of queue. Customers are serviced in the order of their arrival.

  2. 2.Last in first out: Customer with the shortest waiting time is serviced first.

  3. 3.Priority selection: Customers are called according to a pre-established priority process.

Benefits of QMS?

  1. 1.Better customer experience: QMS helps reduce waiting time for the customer and reduces the chances of a walkaway.

  2. 2.Positive business image: A customer would always appreciate shorter waiting time and would be more inclined to spread a good word of mouth.

  3. 3.Improved staff productivity: Managing queues manually takes up a significant amount of man-hours. When an automated system takes over this task, staff can better focus on the operations and ensure a better-quality service to the customer.

  4. 4.Useful data insights: QMS also collects important data points such as customer feedback, average waiting time, employee performance, etc. This analysis would help a business to identify improvement areas.

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