Tips and Guides about Queue Management System
Simon Gichuru · Sand Diary Print · Nairobi
A long queue rarely means too few staff
When a line forms, the first assumption is understaffing. Measurement usually says otherwise: two-minute and twenty-minute transactions are sharing one queue, and a single long case stalls everyone behind it. Separating them shortens the wait without hiring.
What to measure before adding staff
Waiting time, service time and the share of tickets served within target. Those three numbers, broken down by hour and by transaction type, show if the problem is real capacity, or just how the work is spread. In most branches we measure, the critical window is ninety minutes of the day: outside it there are desks to spare. It is one of the questions branches ask us most often: queue at the branch.
Ninety minutes of the day
Very few branches are busy all day. On most, the problem is around ninety minutes, and outside that window desks sit free. Staffing to the peak instead of to the average is cheaper than adding people.