AbstractThe purpose of a "Queue Management System" (QMS) is to efficiently administer queues via an electronic interface.These offer significant ben

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AbstractThe purpose of a "Queue Management System" (QMS) is to efficiently administer queues via an electronic interface.These offer significant benefits in terms of improving the mobility of clients across a range of sectors, including banking, retail, government, and service centres. Although there is a significant need in the market for these systems, current QMS solutions sometimes suffer significant restrictions such as exorbitant pricing, expensive hardware prerequisites, insufficient user interfaces, and restricted adaptability in managing various queue types. The aim of this research is to overcome these limitations by identifying the fundamental attributes that characterise a proficient and adaptable Quality Management System (QMS) that can be applied in different business settings.A thorough literature analysis was conducted to examine the current QMS solutions and determine the essential features for a flexible QMS. This review led to the discovery of the following critical characteristics: Key features include support for various queuing models, adaptability in queue service protocols, limited reliance on hardware, effortless installation, and free accessibility. The study emphasises the constraints of existing QMS solutions and suggests the creation of a customisable, open-source QMS that can be adjusted to suit individual business requirements.

The proposed system provides several advantages, including higher customer service, increased operational efficiency, and decreased wait times.

These qualities would result in a powerful, customizable and free tool, especially for firms that cannot afford costly QMS systems or have difficulty finding a suitable one.

Through its open-source nature, the QMS may be tailored to meet unique requirements, guaranteeing its relevance and efficacy in many areas.

In conclusion, this study presents a versatile, cost-effective, and user-friendly QMS that addresses the significant gaps in existing solutions. The developed system democratizes access to effective queue management, providing businesses with a robust tool to streamline their operations and enhance customer experiences.

Chapter 1: IntroductionBackground of the StudyQueue management systems are essential tools for many walk-in businesses, helping to organize and streamline the flow of customers awaiting services. These systems are utilized across a variety of sectors, each with specific needs and applications.

Retail Stores: In retail environments, customers often need to wait for assistance with purchases, returns, or inquiries. Effective queue management can enhance customer satisfaction by reducing wait times and improving service efficiency.

Government Offices: Citizens visiting government offices frequently require services such as license renewals, permit applications, and other administrative tasks. Queue management systems in these settings help to manage the flow of individuals, ensuring orderly processing and reducing the overall time spent waiting.

Healthcare Facilities: Patients in healthcare settings, such as hospitals and clinics, typically wait to check-in, undergo diagnostic tests, or consult with healthcare providers. An efficient queue management system can significantly improve patient experience by minimizing wait times and ensuring timely access to medical services.

Bank Branches: Banks and financial institutions rely on queue management to handle customers waiting for teller services, account management, and financial consultations. Streamlined queuing processes in banks can enhance customer service and operational efficiency.

Service Centers: Various service centers, including technical support hubs and appointment-based businesses, need to manage clients waiting for assistance. Effective queue management in these centers ensures that clients are served in an orderly and timely manner, improving overall satisfaction.

In all these scenarios, the common denominator is the presence of customers who need to wait in line to speak with a representative. Managing these queues efficiently is critical to maintaining customer satisfaction and operational effectiveness.

Definitions of TermsIn this dissertation, the following terms are used with specific meanings related to physical queues of people:

Queue: A line or sequence of people waiting for a service. In the context of this study, a queue refers to the physical arrangement of individuals standing or sitting in a line, awaiting their turn to receive a service or complete a transaction.

Customer: An individual who is waiting in the queue to receive a service. The term 'customer' encompasses any person who joins a queue with the intention of availing themselves of a particular service provided by an organization or business.

Server: The entity, typically a person or a team of people, responsible for providing the service to the customers. In this context, 'server' refers to the staff member(s) who interact with customers to deliver the service they are waiting for, such as a bank teller, a cashier, or a customer service representative.

Problem StatementDespite the widespread need for queue management systems across different sectors, there is currently no generic solution that can seamlessly adapt to the diverse requirements of these varied environments. Most available solutions suffer from significant drawbacks:

High Costs: Many queue management systems are prohibitively expensive, often requiring substantial investment in specialized hardware and software.

Expensive Hardware: Some solutions come bundled with costly hardware, making them inaccessible to smaller businesses or those with limited budgets.

Poor User Interfaces: Numerous existing systems feature poorly designed user interfaces, which can complicate their implementation and use, detracting from their effectiveness and user experience.

These limitations highlight the necessity for a versatile, cost-effective, and user-friendly queue management solution that can be tailored to meet the needs of different businesses and organizations. Developing such a solution would address the current gaps in the market and provide a valuable tool for enhancing customer service and operational efficiency across various sectors.

Research Aim and ObjectivesThe primary aim of this research is to identify the essential characteristics that make an effective and versatile queue management system suitable for use across various business sectors. To achieve this aim, the research will focus on the following objectives:

Identify Key Requirements: Investigate the fundamental needs and requirements of different businesses and organizations that utilize queue management systems. This involves understanding the specific operational contexts and challenges faced by sectors such as retail, government offices, healthcare facilities, bank branches, and service centers.

Analyze Existing Solutions: Conduct a comprehensive review of existing queue management systems to determine their strengths and weaknesses. This analysis will help to identify common limitations and gaps that the new system needs to address.

Design a Versatile System: Based on the identified needs and the analysis of existing solutions, design a queue management system that is adaptable and effective across multiple sectors. Key characteristics will include user-friendly interfaces, cost-effective implementation, and flexible configuration options to meet diverse business requirements.

Develop an Open-Source Solution: Create an open-source and free queue management system that incorporates the identified characteristics. The system will be designed to be easily downloadable and usable by any business or organization, regardless of size or technical capability.

Evaluate and Test: Implement a testing phase to evaluate the effectiveness and usability of the developed system. Feedback will be gathered from various businesses and organizations to ensure the system meets their needs and expectations.

Significance of the StudyBy achieving these objectives, this research aims to provide a robust, adaptable, and accessible queue management solution that can be utilized by a wide range of businesses and organizations. The development of an open-source and free queue management system will democratize access to effective queuing solutions, enabling improved customer service and operational efficiency across multiple sectors.

Chapter 2: Literature Review2.1 IntroductionThe purpose of this literature review is to provide a comprehensive understanding of queue management systems (QMS), focusing on their various types, implementations, and existing solutions across multiple sectors. By examining the current state of QMS, this review aims to identify the common characteristics, strengths, and weaknesses of these systems. The primary goal is to uncover gaps and opportunities for developing a versatile, cost-effective, and user-friendly QMS that can be adapted to the needs of different businesses and organizations. This exploration will cover theoretical foundations, practical applications, and an analysis of existing QMS solutions, thereby setting the stage for designing an improved system that addresses the identified shortcomings and meets the diverse requirements of multiple sectors.

2.2 Research PhilosophyThe Philosophical Approach for This StudyThe philosophical approach for this study is pragmatism. Pragmatism is selected because it focuses on practical solutions and real-world applications, which aligns perfectly with the goal of developing a versatile queue management system (QMS). This philosophy values the usefulness and practicality of theories and ideas, emphasizing outcomes and actions rather than abstract principles.

Philosophical Approach justificationThe study aims to identify practical and actionable characteristics for an effective QMS, making pragmatism an appropriate choice. By concentrating on practical implications and real-world applications, pragmatism ensures that the research findings are directly applicable to the development of a functional and adaptable QMS. This philosophy also supports the integration of both qualitative and quantitative methods, which is necessary for a comprehensive evaluation of existing QMS solutions. The dual approach enables a thorough investigation of technical aspects and user experiences, providing a balanced and in-depth understanding essential for designing an improved queue management system.

2.3 Methodology for Literature ReviewChosen MethodologyThe chosen methodology for this study is a mixed methods approach, following Saunders' (2007) Research Onion framework. This methodology is selected to combine both qualitative and quantitative analyses, allowing for a thorough investigation of the technical aspects and user experiences of queue management systems (QMS).

Saunders' Research Onion

Saunders' Research Onion is a comprehensive framework for research design, offering a systematic approach to research methodology. It consists of several layers, each representing different stages of the research process: philosophies, approaches, strategies, choices, time horizons, and techniques and procedures.

Philosophies: This study adopts a pragmatist philosophy, recognizing that both qualitative and quantitative methods can be valuable for addressing different aspects of the research question.

Approaches: A deductive approach is used for the quantitative analysis, where hypotheses derived from existing literature are tested. An inductive approach is applied in the qualitative analysis to explore patterns and themes emerging from the data.

Strategies: The study employs a mixed methods strategy, integrating both qualitative and quantitative data to provide a comprehensive understanding of QMS.

Choices: A multi-method choice is made, combining qualitative and quantitative techniques to leverage their respective strengths.

Time Horizons: A cross-sectional time horizon is chosen, analyzing data collected from various sources at a specific point in time.

Techniques and Procedures: The techniques involve systematic literature review and secondary data analysis, ensuring a robust examination of existing QMS.

Qualitative Analysis

This component involves reviewing academic papers, case studies, and user reviews to gather subjective insights and understand the challenges faced with existing QMS. The qualitative analysis provides a deep understanding of the user experiences, design issues, and practical challenges encountered in real-world applications.

Quantitative Analysis

The quantitative component involves analyzing data from existing studies and surveys on QMS performance, costs, and user satisfaction metrics. This analysis helps in quantifying the effectiveness, efficiency, and economic feasibility of different QMS solutions.

Justification of chosen methodology The use of secondary data, such as conclusions from other papers and online resources, necessitates a comprehensive methodology capable of handling diverse data types. The mixed methods approach, guided by Saunders' Research Onion, is ideal as it provides a balanced evaluation of both the qualitative and quantitative aspects of existing QMS. By integrating these two methods, the study can offer a more complete and nuanced understanding of the current QMS landscape, identifying actionable insights for developing an improved, versatile queue management system.

2.4 Definition and Types of QueuesIntroductionQueuing theory is a mathematical study of waiting lines, or queues. It is a fundamental aspect of operations research and is crucial for understanding and managing customer flow in various settings. Queuing theory involves the analysis of several factors such as arrival rates, service rates, and the number of servers, to optimize the efficiency and effectiveness of service systems. By applying queuing theory, businesses and organizations can predict queue lengths, waiting times, and service efficiency, allowing them to design better queue management systems. This theory is widely applicable across numerous sectors, including retail, healthcare, government offices, banking, and service centers, where efficient queue management is essential for maintaining customer satisfaction and operational effectiveness.

Queue constituents and service processesThe Queuing theory identifies the following key constituents of a queue:

Customer: The individual or entity waiting to be served. In the context of this study, a customer can be anyone seeking a service, whether it be a shopper in a retail store, a citizen at a government office, a patient in a healthcare facility, a client at a bank, or a customer at a service center. The customer represents the demand side of the queue.

Server: The service or goods provider. For the scope of this study, the server refers to a representative of a business or institution who provides the necessary services or goods to the customer. This could be a sales associate in a retail store, a government employee handling administrative tasks, a healthcare professional providing medical services, a bank teller assisting with financial transactions, or a technical support staff member at a service center. The server represents the supply side of the queue, and their efficiency and interaction with customers are critical for maintaining a smooth and satisfactory service experience.

In queuing theory, the arrangement of customers and servers can vary significantly, resulting in different queuing configurations. These configurations, often referred to as queue disciplines, dictate the flow and management of the queue and can involve multiple stages and steps. The relationship between customers and servers, as well as the process through which customers receive services, can be structured in various ways:

Multi-stage, Single-queue, Single-server System

In the Multi-stage, Single-queue, Single-server System, the service process is split into separate stages. Several stages within the process are accessed by different servers, but one queue serves all the stages. In the ordering and preparation process, servers are required to work in both these stages of the process (Sheu & Babbar, 1996).An example that best fits describes the ordering and preparation process is a coffee shop. Customers enter the shop and form a queue, then they proceed to the first server, the cashier. After ordering coffee, the process moves to the next server, the barista, who prepares the coffee according to the customers order specification. Measures are used to ensure the customers pass through the various stages until they have been served.

Figure SEQ Figure * ARABIC 1: Multi-stage, Single-queue, Single-server System (Sheu & Babbar, 1996)

Single-stage, Multiple-queue, Multiple-server System

In the Single-stage, Multiple-queue, Multiple-server System, distinct queues are set up in front of each server available. Each server handles both order-taking and preparation for every order. For instance, envision a bustling post office with several service windows, each attended by a postal worker. Customers form separate lines at each window, where they interact directly with the postal worker behind the counter to conduct their transactions. After receiving an order, the same postal worker proceeds to process it, managing both stages of the service process independently.

Figure SEQ Figure * ARABIC 2: Single-stage, Multiple-queue, Multiple-server System (Sheu & Babbar, 1996)

Single-stage, Single-queue, Multiple-server System

Similar to the Single-stage, Multiple-queue, Multiple-server System, the Single-stage, Single-queue, Multiple-server System also features multiple servers, each handling both order-taking and preparation. The distinction lies in the formation of queues: in the Single-stage, Single-queue, Multiple-server System, customers form a single queue, unlike the Single-stage, Multiple-queue, Multiple-server System where multiple queues are formed. For example, consider a bank with several tellers available for customer service. In the Single-stage, Single-queue, Multiple-server System, customers line up in a single queue, and when a teller becomes available, the next customer in line steps forward to that teller for assistance. This contrasts with the Single-stage, Multiple-queue, Multiple-server System, where customers have the option to choose between multiple queues, each leading to a different teller.

Figure SEQ Figure * ARABIC 3: Single-stage, Single-queue, Multiple-server System (Sheu & Babbar, 1996)

Single-stage, Single-queue, Single-team-server System

In the Single-stage, Single-queue, Single-team-server System, customers queue in a single line and are served by a designated 'service team' comprising two servers. Initially, one server takes the customer's order, and once the order is fully received, both servers collaborate as a team to prepare it. For example, consider a passport office where applicants queue in a single line. When an applicant approaches the counter, one server collects their documents and inputs the data into the system, while the other server guides them through the biometric data collection process

Figure SEQ Figure * ARABIC 4: Single-stage, Single-queue, Single-team-server System (Sheu & Babbar, 1996)

Queue service provisioning ProtocolsIn queuing systems, there exist various serving models or protocols that businesses employ to manage customer flow efficiently. These models revolve around determining the order in which individuals in the queue are served.

Shortest Processed First (SPF)

SPF prioritizes transactions with shorter expected lengths, such as the "10 items or fewer" queue commonly found in supermarkets. For instance, at a grocery store, customers with a small number of items are directed to a separate checkout lane, expediting their service and reducing waiting times. However, SPF can pose challenges if customers perceive it as unfair, especially when their transactions are consistently deprioritized (Alias, 2007; Habbache & Maiza, 2021).

First In First Out (FIFO)

FIFO, considered the fairest model, adheres to the principle of serving customers in the order they arrive. This approach ensures equality among customers, regardless of their transaction size or complexity. For example, in a bank queue, customers are assisted based on their arrival sequence, fostering a sense of fairness and equity in service delivery (Alias, 2007).

Single Queue (SQ)

The SQ model, often resembling a snake-like formation, arranges customers in a single line, serving them in sequential order. This format not only discourages line-cutting but also provides visible reassurance to customers as they observe the queue progression. An illustration of SQ can be seen in amusement park rides, where visitors wait in a single line and board the ride in turn, ensuring fairness and orderliness (Alias, 2007; Habbache & Maiza, 2021).

Multiple Queues (MQ)

MQ represents an enhancement of SQ, particularly suitable for handling larger crowds and diverse service needs. Supermarkets commonly utilize MQ, where multiple checkout lanes cater to different types of transactions or customer preferences. By offering various queues, businesses can accommodate different customer segments efficiently, minimizing congestion and wait times (Alias, 2007; Habbache & Maiza, 2021).

Diffuse Queue (DQ)

DQ employs a ticket-based system, eliminating the need for a structured physical queue line. Customers receive tickets upon arrival, securing their place in the queue without waiting in a designated line. This model is prevalent in government offices, where individuals obtain numbered tickets upon arrival, allowing them to wait comfortably until their number is called for service (Alias, 2007; Habbache & Maiza, 2021).

Head of Queue (HQ)

HQ ensures that the next person to be served waits at the head of a single, visible queue, crucial for preventing service delays, particularly in high-traffic environments. For instance, at airport security checkpoints, passengers queue in a single line, with staff members directing the next passenger to proceed to the next available screening station. This approach maintains order and efficiency while minimizing wait times for travelers (Alias, 2007; Habbache & Maiza, 2021).

For the scope of this study, focused on QMS, the SPF and FIFO queueing models are particularly relevant. These protocols are viable for implementation within digital infrastructures characteristic of modern QMS. In addition, other queueing models, such as those found in Multiple Queue (MQ) configurations, represent derivatives or variations of SPF and FIFO. For instance, in MQ setups, customers are initially directed to specific queues, each of which subsequently employs either SPF or FIFO principles for service provision. Notably, SPF and FIFO serve as foundational paradigms underlying the design and operation of diverse queueing methodologies. Therefore, the study's focus on SPF and FIFO arises from their compatibility with information technology systems and their fundamental role as the basis for other queueing models within QMS contexts.

2.5 Definition of Queue Management SystemQueue Management Systems (QMS) organize queues of people within retail or public sector departments. QMS streamlines front-end operations into centralized contact points, enabling managers to monitor and set performance thresholds.In a standing-in-line queue, customers physically wait in a line, moving forward as each person ahead of them is served (Alias, 2007). The Queue Management System helps direct customers to the next available server. For example, in a bank, customers might wait in a single line, and when a teller becomes free, the system signals the next customer in line to proceed to the available teller.

Figure SEQ Figure * ARABIC 5: standing-in-line QMS (Q-Go Front-Of-Queue Queue Management System, n.d.)

In a ticketed system, customers receive a ticket and wait in a more relaxed environment until their number is called (Alias, 2007).

Figure SEQ Figure * ARABIC 6: Ticketed QMS (Dynamic Queue Management System, n.d.)

QMS can be tailored to meet specific client requirements and queuing environments, which is essential for designing the most cost-effective solution. This customization ensures the system is used daily to maximize efficiency and organize queues effectively.

2.6 Advantages of Queue Management SystemsIn Hospital Emergency Rooms, the use of QMS demonstrated the following advantages: patient flow improved, wait times were reduced, and aggression rates fell. Patients were more willing to wait when they knew their position in the queue (Itegboje & Asafe, 2019).A separate study also concludes: the application of a queue management system in the emergency department waiting rooms can reduce the actual and perceived waiting times and increase the patient satisfaction. (Bidari, Jafarnejad and Faradonbeh, 2021)

In addition, it has been demonstrated that the use of QMS benefits customers, employees and managers (Olusola, Okolie and Adesina, 2013) in many ways:

reduces waiting time and speeds up service delivery.

allows individuals to move freely in the lobby, read brochures, or take a seat while waiting for their turn.

ensures fair and orderly service

enhances overall service quality and customer experience.

provides a comfortable working environment where employees can be efficient and relaxed without feeling intimidated by waiting customers

enables managers to measure staff performance, optimize resource allocation, respond to workloads, and improve customer service.

2.7 Analysis of Existing SolutionsIntroductionIn this section, we will delve into an analysis of current queue management systems (QMS) available in the market. The primary aim is to provide a comprehensive overview of prominent QMS solutions, categorizing them based on their features, cost, and target markets. Understanding the strengths and limitations of these existing systems will help in identifying gaps and opportunities for developing a more versatile and effective QMS. This analysis serves as a foundation for determining the essential characteristics needed in a new, adaptable QMS that can cater to diverse business needs across various sectors.

Overview of Current Queue Management SystemsIn this section various solutions available online have been analyzed, primarily from sources such as Qminder's blog post titled "32 Best Virtual Queue Systems."

INSERT TABLE HEREConclusion of AnalysisThe analysis of existing Queue Management Systems (QMS) reveals several common limitations and gaps in current solutions. One notable finding is the lack of versatility in many systems, with most designed to work exclusively for either SPF (Shortest Processed First) or FIFO (First In First Out), or for a sequential ticketing model only. Additionally, the cost of implementing these systems is often prohibitive, with many solutions being expensive, especially those that come with hardware components. Furthermore, the affordability of some systems is offset by poor user interfaces, making them challenging to navigate and utilize effectively.

Figure SEQ Figure * ARABIC 7: Example of affordable QMS with poor UI

Moreover, solutions that come with expensive hardware often require technical skills to set up, presenting a barrier to implementation for some organizations.

Given these limitations, there is a clear need for a more versatile, cost-effective, and user-friendly QMS that can cater to a wide range of business needs without compromising on functionality or ease of use. Such a system would address the current gaps in the market and provide organizations with the tools they need to streamline queuing processes and enhance customer experiences.

2.8 SummaryThe literature review provides a comprehensive understanding of queue management systems (QMS), exploring various types, implementations, and existing solutions across multiple sectors. It identifies common characteristics, strengths, and weaknesses of these systems, aiming to uncover gaps and opportunities for developing a versatile, cost-effective, and user-friendly QMS adaptable to diverse business needs. Key findings from the review include:

Queueing Theory Fundamentals: Queueing theory is essential for understanding and managing customer flow in various settings. It involves analyzing factors like arrival rates, service rates, and the number of servers to optimize service systems' efficiency and effectiveness.

Types of Queues and Service Processes: Queues can be structured in various configurations, such as multi-stage, single-queue, single-server systems or single-stage, multiple-queue, multiple-server systems. Different queueing models like SPF, FIFO, SQ, MQ, DQ, and HQ are employed based on the service requirements and customer flow dynamics.

Definition and Advantages of Queue Management Systems: QMS organizes queues within retail or public sector departments, improving operational efficiency and customer satisfaction. These systems streamline front-end operations, optimize resource allocation, and enhance overall service quality.

Analysis of Existing Solutions: An overview of current QMS solutions reveals common limitations, including lack of versatility, high costs, poor user interfaces, and technical complexities in setup. Most systems are designed for specific queueing models and may not adequately address diverse business needs.

In conclusion, there is a clear need for a more versatile, cost-effective, and user-friendly QMS that can adapt to various queueing scenarios and provide organizations with efficient queuing solutions. Addressing the identified shortcomings in existing systems will lead to improved queue management, better customer experiences, and enhanced operational effectiveness across different sectors.

Characteristics of a versatile QMSBased on the findings from the literature review, a versatile Queue Management System should possess the following characteristics:

Support for Multiple Queuing Models

A versatile QMS should be capable of handling all four queuing models identified in the literature:

Multi-stage, Single-queue, Single-server System;

Single-stage, Multiple-queue, Multiple-server System;

Single-stage, Single-queue, Multiple-server System;

Single-stage, Single-queue, Single-team-server System.

This flexibility ensures adaptability to diverse queuing environments across different sectors.

Multi-stage, Single-queue, Single-server SystemIn the caffe scenario where someone takes the order and passes it to the barrista, the second queue or ramification is constituted by customers who already placed their order, and are waiting to be served. Such simple scenarios, especially where the second queue service provisioning is directly dictated by the first queue (i.e. first customer who ordered is the first whose order is prepared) might not require multiple queues to be managed through an electronic system. The QMS can manage the initial queue, and in the second queue flow will be naturally determined by the preparation time.

Nonetheless, we commonly see such services implementing QMS that track and manage both in ordering and the collection time. One example are take-away fast food restaurants, where customers follow a QMS managed queue to place their order, then a secondary queue, also managed by the QMS, to collect the order. The second queue is usually displayed on a monitor, with a title like Ready to Collect, and with the ticket numbers assigned to the customers whose orders have been processed.Nonetheless, there are more complex scenarios where an indefinite number of sub-queues, or queue ramifications, can be formed.For example, in a passport office there might be a single queue, and a counter where a representative identifies the type of passport needed and validates all the required documents. Once this process is completed, the customer is invited to wait until a representative responsible for assisting with and taking the payment is available. Afterwards, the customer is again invited to wait until a thrid representative is free to process the application.

Therefore, a QMS must be versatile enough to handle an indefinite number of queues.To accomplish this, the system should have the ability to create, manage and display as many queues as necessary, as independent processes.It could be argued that for certain scenarios, the processes shouldnt be independent, but rather depend on the previuous queue output. The Preparing queue in a fast-food restaurant should only display tickets already processed by the Orders queue.Nonetheless, managing queues as inter-dependant processes would negatively impact the versatility of the software.

As an alternative, without sacrificing versatility, different queues can be managed as independed processes, and still depend on each other, by implementing phisycal contraints.In the passports office scenario, a ticket could be assigned to each customer, which protects their order in the initial queue for identifying the type of passport needed.Once this process is completed, a second ticket can be dispensed to the customer, who will wait in the waiting area until a representative is ready to process their payment.Finally, after the payment is processed successfully, a third ticket will be dispensed, which ensures the customer order in the queue where people wait for their applications to be processed.

In conclusion, a versatile QMS should be able to handle (monitor and display) an indefinite number of queues as distinct processes.

Single-stage, Multiple-queue, Multiple-server SystemThe Single-stage, Multiple-queue, Multiple-server System is not essentially different from the previous one from the QMS perspective. As an example, customers in a bank can wait in different queues, each one for a specific service, such as technical support for mobile banking, loan application, account queries.

This functionality would also be guaranteed by a QMS able to spawn and manage an indefinite number of queues.

The only difference that must be taken into account is that there can be multiple servers or counters. Therefore, the QMS must be able to tell which one of all the servers is free next.

In conclusion, representatives operating the QMS to indicate to the next customer in the queue their availability must be monitored and considered as a fundamental part of the system.To achieve this, representatives operating the system should be able to input information into the system that identifies them. For example, a representative can input their name in the system, and the QMS display would show that the server with that specific identifier - .i.e John, is available.

Single-stage, Single-queue, Multiple-server SystemThe Single-stage, Single-queue, Multiple-server System is fundamentally similar to the Single-stage, Multiple-queue, Multiple-server System. The ability to spawn and manage multiple queues identified previously would also ensure that the QMS is able to manage a single queue.

Single-stage, Single-queue, Single-team-server SystemThe Single-stage, Single-queue, Single-team-server System and Multi-stage, Single-queue, Single-server System are very similar from a conceptually. In both, the next customer in a queue goes to the server when this is available. The only difference is that rather than providing a partial service then directing the customer to subsequent queues for the delivery of the complementary parts of the service - as in the Multi-stage, Single-queue, Single-server System, in the Single-stage, Single-queue, Single-team-server System all the complementary parts of the service are delivered from the same server, and the customer doesnt have to be phisically reloacted to another queue. Although multiple representatives might work together to deliver the service, they are all part of the same server.

In this case also, the previously identified functionalities would ensure the QMS compatibility with the Single-stage, Single-queue, Single-team-server System

ConclusionTo support all found Queuing Models, a versatile QMS must be able to spawn and manage multiple queues independently.In addition, it must be able to track and display servers as much as the numbers assigned to customers, although this must be configurable. For example, in a queue where theres a single server, there is no need to display the which server the nect customer should go, because theres only one.On the opposite side, a stand-in-line queue might not need to display the number associated with the customer. There are queues where customers stand in line, and the order is physicially enforced by the order of the line. In such cases, the first customer in line goes to the first available server when its free. To accommodate this scenario, a QMS should also be configurable to only display the next available server, without displaying any number.

Flexibility with Queue Service ProtocolsThe QMS should exhibit flexibility in handling both FIFO and SPF queue service protocols. While FIFO should be the primary model due to its widespread use and fairness principles, the system must be capable of accommodating SPF when necessary, allowing for exceptional handling based on specific requirements.

To implement the FIFO protocol, the QMS should use a sequential ticketing algorithm. For example, the first customer would have a ticket with number 0, then second customer, a ticket with number 1, and so on. Sequential ticketing dispensers have a limit, after which the count is resent. For example after customer with ticket 99, will follow customer with ticket 0.Nonetheless, this approach isnt suitable for SPF. There might be customers waiting in the same queue for different services. One example would be a queue in a bank branch where the first customer wants to submit a loan application which would take 30 minutes, and the second wants to make a cash deposit, which would take 2 minutes.

The advantage of SPF in this scenarios is that the second customer, despite joining the queue after the first one, would be server first, and wouldnt need to wait 32 minutes to complete a 2 minutes operation.It could be concluded that an efficient QMS would be configurable to use SPF, but theres a number of disadvantages that would considerably impact its versatility:

The QMS should know whats the average time for each type of service. This information should be inserted into the system prior to its usage with the public, rendering the system set-up more complex.

The QMS should know what type of service each customer needs, which would require hardware to enable the interaction between the public and the system (for example a tablet where the customer can select the service). This would result in additional costs due to the required hardware, and additional maintability efforts.

There might be certain generic services, such as technical assistence with mobile banking, which can span a wide range of other services, i.e. installation, authentication, simple queries about the interface, etc. Each service falling under the general one would have a specific average duration, which would affect the global service (i.e. technical assistence with mobile banking) time average. Ultimately this would affect the system capability to efficiently determine which service would have the shortest duration

As an alternative, the QMS should use a default FIFO (or sequential) algorithm but allow the operator to call a specific customer out of sequence if they are identified as needing a short processing service. For example, a human representative can identify customers needing short processing services and signal them to the server, who would call them before continuing with the sequential flow.

This mechanism would also apply to queues where service order is not dictated by the chronological order of requests, such as in fast-food restaurants. After submitting an order, a ticket is dispensed to the customer, and a monitor displays the numbers for orders ready to be collected. This feature would enable the QMS operator to input non-sequential numbers to indicate that an order is ready for collection.

Minimal Hardware RequirementsA versatile QMS should minimize hardware dependencies, avoiding the need for custom hardware. Instead, it should be designed to run on standard computers with monitors and local network connections commonly found in business premises. This ensures cost-effectiveness and ease of implementation.

The proposed QMS should be capable of running on a simple computer, accommodating various architectures and operating systems. To avoid the necessity for extra networking hardware, the system should include a built-in server that listens for incoming calls. Devices on the same network can access the system via a web interface, which can be used to either display the queue for the public or interact with it, such as calling the next number to a counter.

Being on the same network means either connecting to the same Wi-Fi available in stores or offices, or using a wired connection. If using Wi-Fi, a separate network can be set up to ensure security, preventing advanced malicious users from tampering with the QMS.

By being accessible via standard web browsers, any devicesmartphone or computercan be used to call the next number. Displaying the queue through the web allows for multiple monitors to show one or more queues without the need for dedicated computers to run additional QMS instances. This flexibility enhances the system's adaptability and ease of deployment across various business environments.

Portability and Ease of InstallationThe QMS should be portable and easy to install, requiring minimal technical skills for setup. It should be designed for straightforward installation on existing hardware, enabling businesses to deploy the system without extensive training or specialized knowledge.

To achieve this, the QMS should be packaged as an easy-to-install program, simplifying the setup process. Additionally, it should be available as a portable version that can be run directly from a USB drive. This approach ensures maximum flexibility and convenience, allowing the QMS to be quickly and effortlessly deployed across different devices and locations. The system should be freely downloadable from the internet, making it accessible to any business without financial barriers.

For the portable version, the process is straightforward: insert the USB drive into the computer, click on the executable icon, and the QMS will run. This simplicity ensures that even users with minimal technical expertise can effectively use and benefit from the system. Whether installed on a desktop or run from a portable drive, the system should provide a seamless and user-friendly experience, minimizing the barriers to adoption and use.

Cost-Free SolutionA versatile QMS should be available free of cost, ensuring accessibility to businesses of all sizes and sectors. By offering the system as a free solution, organizations can benefit from improved queue management without incurring additional expenses, aligning with the goal of enhancing operational efficiency and customer satisfaction.The QMS software should also be open-source, so that businesses with more specific needs can adjust it to accomondate their necessities.

ConclusionIn summary, A versatile Queue Management System (QMS) should encompass several key characteristics to adapt to various queuing environments and enhance operational efficiency:

Support for Multiple Queuing Models:

The QMS should accommodate all four queuing models. To achieve this, the QMS must be capable of spawning as many independent queues as needed and be configurable to display either the customers numbers, the available servers identifiers, or both.

Flexibility with Queue Service Protocols:FIFO (First-In, First-Out): The QMS should implement a sequential ticketing algorithm for fairness and widespread use.

SPF (Shortest Processing First): Though more complex, the QMS should accommodate SPF when necessary, allowing for quick service of short-duration tasks. The system should also enable operators to call specific customers out of sequence when identified for short processing services.

Minimal Hardware Requirements:The QMS should avoid custom hardware, running on standard computers with monitors and local network connections. It should include a built-in server to handle networking, allowing devices on the same network to access the system via a web interface.

This network could be a shared Wi-Fi or wired connection.The web interface should allow any device to interact with the system, displaying queues across multiple monitors without needing dedicated computers.

Portability and Ease of Installation:The QMS should be easy to install on existing hardware, with minimal technical skills required. It should be available as both an installable program and a portable version that can run from a USB drive.

Cost-Free Solution:The QMS should be and available at no cost, making it accessible to businesses of all sizes. Offering the system as a free solution enhances operational efficiency and customer satisfaction without financial barriers. It should also be open-source, allowing businesses to customize it to meet specific needs.

Chapter 4: Conclusion and RecommendationsIn this study, the characteristics of a versatile Queue Management System (QMS) have been identified through a comprehensive literature review. Based on these findings, a QMS was developed to address the diverse needs of various business sectors. This newly developed system is designed to help businesses that struggle to afford expensive QMS solutions or find it challenging to identify a suitable one. By being versatile and cost-effective, the system offers numerous benefits, including improved customer service, enhanced operational efficiency, and reduced wait times.

Existing QMS solutions suffer from several significant shortcomings, including high costs, poor user interfaces, and limited capability to handle multiple types of queues. Many systems are prohibitively expensive, often bundled with costly hardware, making them inaccessible to smaller businesses. Additionally, the user interfaces of these systems are often poorly designed, complicating their implementation and detracting from their effectiveness. Most importantly, many current solutions are not versatile enough to handle different types of queues, limiting their applicability across various sectors.

In response to these limitations, a versatile QMS was developed. Such a system should support multiple queuing models, including Multi-stage, Single-queue, Single-server System; Single-stage, Multiple-queue, Multiple-server System; Single-stage, Single-queue, Multiple-server System; and Single-stage, Single-queue, Single-team-server System. Additionally, it must handle both FIFO and SPF protocols, with FIFO being the primary model but capable of accommodating SPF when necessary.

Moreover, the system should minimize hardware requirements, avoiding custom hardware and instead utilizing standard business hardware like computers with monitors and local network connections. It must also be portable, easy to install, and require minimal technical skills, making it accessible to businesses without extensive training or specialized knowledge. Importantly, the QMS should be available for free, ensuring that businesses of all sizes and sectors can benefit from effective queue management without incurring additional costs.

By being open-source, the QMS can be altered to accommodate more specific business needs, allowing for greater customization and adaptability. This flexibility ensures that the system remains relevant and effective across different sectors, providing a robust solution for managing queues efficiently.

In conclusion, the development of this versatile QMS addresses the significant gaps identified in existing solutions. It offers a cost-effective, user-friendly, and adaptable tool for businesses to enhance their queue management processes. The open-source nature of the system further enhances its value, providing opportunities for continuous improvement and customization to meet evolving business needs. By implementing such a system, organizations can achieve improved customer satisfaction, streamlined operations, and greater overall efficiency.

DECLARATION & STATEMENTS PAGE

This dissertation is a product of my own work and is the result of nothing done in collaboration.

I consent to Arden Universitys free use including* online reproduction, including* electronically, and including adaptation for teaching and education activities of any whole or part item of this dissertation.

Page Count: 50

Table of Contents

TOC o "1-3" h z u Abstract PAGEREF _Toc168265407 h 4Chapter 1: Introduction PAGEREF _Toc168265408 h 5Background of the Study PAGEREF _Toc168265409 h 5Definitions of Terms PAGEREF _Toc168265410 h 5Problem Statement PAGEREF _Toc168265411 h 6Research Aim and Objectives PAGEREF _Toc168265412 h 6Significance of the Study PAGEREF _Toc168265413 h 7Chapter 2: Literature Review PAGEREF _Toc168265414 h 72.1 Introduction PAGEREF _Toc168265415 h 72.2 Research Philosophy PAGEREF _Toc168265416 h 7The Philosophical Approach for This Study PAGEREF _Toc168265417 h 7Philosophical Approach justification PAGEREF _Toc168265418 h 72.3 Methodology for Literature Review PAGEREF _Toc168265419 h 8Chosen Methodology PAGEREF _Toc168265420 h 8Justification of chosen methodology PAGEREF _Toc168265421 h 82.4 Definition and Types of Queues PAGEREF _Toc168265422 h 8Introduction PAGEREF _Toc168265423 h 8Queue constituents and service processes PAGEREF _Toc168265424 h 8Queue service provisioning Protocols PAGEREF _Toc168265425 h 112.5 Definition of Queue Management System PAGEREF _Toc168265426 h 122.6 Advantages of Queue Management Systems PAGEREF _Toc168265427 h 142.7 Analysis of Existing Solutions PAGEREF _Toc168265428 h 15Introduction PAGEREF _Toc168265429 h 15Overview of Current Queue Management Systems PAGEREF _Toc168265430 h 15Conclusion of Analysis PAGEREF _Toc168265431 h 162.8 Summary PAGEREF _Toc168265432 h 17Characteristics of a versatile QMS PAGEREF _Toc168265433 h 18Support for Multiple Queuing Models PAGEREF _Toc168265434 h 18Multi-stage, Single-queue, Single-server System PAGEREF _Toc168265435 h 18Single-stage, Multiple-queue, Multiple-server System PAGEREF _Toc168265436 h 19Single-stage, Single-queue, Multiple-server System PAGEREF _Toc168265437 h 20Single-stage, Single-queue, Single-team-server System PAGEREF _Toc168265438 h 20Conclusion PAGEREF _Toc168265439 h 20Flexibility with Queue Service Protocols PAGEREF _Toc168265440 h 21Minimal Hardware Requirements PAGEREF _Toc168265441 h 22Portability and Ease of Installation PAGEREF _Toc168265442 h 22Cost-Free Solution PAGEREF _Toc168265443 h 23Conclusion PAGEREF _Toc168265444 h 23Support for Multiple Queuing Models PAGEREF _Toc168265445 h 23Flexibility with Queue Service Protocols: PAGEREF _Toc168265446 h 23Minimal Hardware Requirements: PAGEREF _Toc168265447 h 23Portability and Ease of Installation: PAGEREF _Toc168265448 h 23Cost-Free Solution: PAGEREF _Toc168265449 h 23Chapter 3: Development and Evaluation of the Artifact PAGEREF _Toc168265450 h 24Methodology PAGEREF _Toc168265451 h 24Analysis PAGEREF _Toc168265452 h 25Design PAGEREF _Toc168265453 h 27Client-Server Architecture PAGEREF _Toc168265454 h 27Wireframes PAGEREF _Toc168265455 h 27Technologies PAGEREF _Toc168265456 h 41Development PAGEREF _Toc168265457 h 42Testing PAGEREF _Toc168265459 h 49Deployment PAGEREF _Toc168265460 h 49Maintenance PAGEREF _Toc168265461 h 50Chapter 4: Conclusion and Recommendations PAGEREF _Toc168265462 h 50References PAGEREF _Toc168265463 h 52

The proposed system provides several advantages, including higher customer service, increased operational efficiency, and decreased wait times.

These qualities would result in a powerful, customizable and free tool, especially for firms that cannot afford costly QMS systems or have difficulty finding a suitable one.

Through its open-source nature, the QMS may be tailored to meet unique requirements, guaranteeing its relevance and efficacy in many areas.

Definitions of TermsIn this dissertation, the following terms are used with specific meanings related to physical queues of people:

High Costs: Many queue management systems are prohibitively expensive, often requiring substantial investment in specialized hardware and software.

Expensive Hardware: Some solutions come bundled with costly hardware, making them inaccessible to smaller businesses or those with limited budgets.

Poor User Interfaces: Numerous existing systems feature poorly designed user interfaces, which can complicate their implementation and use, detracting from their effectiveness and user experience.

Saunders' Research Onion

Philosophies: This study adopts a pragmatist philosophy, recognizing that both qualitative and quantitative methods can be valuable for addressing different aspects of the research question.

Strategies: The study employs a mixed methods strategy, integrating both qualitative and quantitative data to provide a comprehensive understanding of QMS.

Choices: A multi-method choice is made, combining qualitative and quantitative techniques to leverage their respective strengths.

Time Horizons: A cross-sectional time horizon is chosen, analyzing data collected from various sources at a specific point in time.

Techniques and Procedures: The techniques involve systematic literature review and secondary data analysis, ensuring a robust examination of existing QMS.

Qualitative Analysis

Quantitative Analysis

Queue constituents and service processesThe Queuing theory identifies the following key constituents of a queue:

Multi-stage, Single-queue, Single-server System

Figure SEQ Figure * ARABIC 1: Multi-stage, Single-queue, Single-server System (Sheu & Babbar, 1996)

Single-stage, Multiple-queue, Multiple-server System

Figure SEQ Figure * ARABIC 2: Single-stage, Multiple-queue, Multiple-server System (Sheu & Babbar, 1996)

Single-stage, Single-queue, Multiple-server System

Figure SEQ Figure * ARABIC 3: Single-stage, Single-queue, Multiple-server System (Sheu & Babbar, 1996)

Single-stage, Single-queue, Single-team-server System

Figure SEQ Figure * ARABIC 4: Single-stage, Single-queue, Single-team-server System (Sheu & Babbar, 1996)

Shortest Processed First (SPF)

First In First Out (FIFO)

Single Queue (SQ)

Multiple Queues (MQ)

Diffuse Queue (DQ)

Head of Queue (HQ)

Figure SEQ Figure * ARABIC 5: standing-in-line QMS (Q-Go Front-Of-Queue Queue Management System, n.d.)

In a ticketed system, customers receive a ticket and wait in a more relaxed environment until their number is called (Alias, 2007).

Figure SEQ Figure * ARABIC 6: Ticketed QMS (Dynamic Queue Management System, n.d.)

In addition, it has been demonstrated that the use of QMS benefits customers, employees and managers (Olusola, Okolie and Adesina, 2013) in many ways:

reduces waiting time and speeds up service delivery.

allows individuals to move freely in the lobby, read brochures, or take a seat while waiting for their turn.

ensures fair and orderly service

enhances overall service quality and customer experience.

provides a comfortable working environment where employees can be efficient and relaxed without feeling intimidated by waiting customers

enables managers to measure staff performance, optimize resource allocation, respond to workloads, and improve customer service.

Service Name Pricing Advantages Disadvantages

FQM Free Queue Manager Free - Basic queuing functionalities - Limited capabilities for high daily visitor volume

ezTurns Free (basic) / Paid - Advanced features for a free tool - Need for a paid plan for more advanced features

Open-source project: Queue DIY (open-source) - Custom integration capabilities - Requires constant maintenance and management

Qminder Starting from $429/mo - Scalability, quick rollout, user-friendly interface - Costly for small businesses, monthly subscription

Waitwell 14-day free trial - Accepts both appointments and walk-in visitors - Limited analytics tools

NextMe 14-day free trial - Recognizes returning customers, simple setup - Limited data security measures, cost

Engagis 30-day free trial - Digital signage solutions, in-facility visitor tracking - Potential redundancy for basic queuing needs

Skiplino 7-day free trial - Mobile app for visitors, customer reviews - Need for app download, limited analytics

2meters Free (up to 100 tickets/mo) - Fully digital, no customer data collection - Limited features, not suitable for all businesses

Wavetec Custom quotation - Modern look, multiple check-in options - Limited insights for walk-in visitors

JRNI Custom quotation - Color-coded appointment calendars, automated communications - Lack of reviews, custom pricing

Qmatic Custom quotation - Various display options, visitor management - Limited virtual queuing capabilities

V-Count Custom quotation - People counting system, check-out management - Not a complete virtual queuing system

Qless Custom quotation - Management features for appointments and walk-ins - Lack of reviews, custom pricing

Qtrac by Lavi Industries Starting from $238.59/mo - Highly customizable, configurable service flows - Excessive for basic queuing needs

Qudini Custom quotation - Pre-order waitlists, task management - Lack of reviews, custom pricing

Acf Technologies Custom quotation - Fully customizable platform, service data monitoring - Overkill for basic queuing needs, custom pricing

Akis Technologies Custom quotation - Cost-efficient, simple features - Lack of reviews, custom pricing

FRONT OF QUEUE - PRO 799 GBP (includes both software and hardware) - Customisable - Expensive hardware

Conclusion of AnalysisThe analysis of existing Queue Management Systems (QMS) reveals several common limitations and gaps in current solutions. One notable finding is the lack of versatility in many systems, with most designed to work exclusively for either SPF (Shortest Processed First) or FIFO (First In First Out), or for a sequential ticketing model only. Additionally, the cost of implementing these systems is often prohibitive, with many solutions being expensive, especially those that come with hardware components. Furthermore, the affordability of some systems is offset by poor user interfaces, making them challenging to navigate and utilize effectively.

Figure SEQ Figure * ARABIC 7: Example of affordable QMS with poor UI

Moreover, solutions that come with expensive hardware often require technical skills to set up, presenting a barrier to implementation for some organizations.

Characteristics of a versatile QMSBased on the findings from the literature review, a versatile Queue Management System should possess the following characteristics:

Support for Multiple Queuing Models

A versatile QMS should be capable of handling all four queuing models identified in the literature:

Multi-stage, Single-queue, Single-server System;

Single-stage, Multiple-queue, Multiple-server System;

Single-stage, Single-queue, Multiple-server System;

Single-stage, Single-queue, Single-team-server System.

This flexibility ensures adaptability to diverse queuing environments across different sectors.

In conclusion, a versatile QMS should be able to handle (monitor and display) an indefinite number of queues as distinct processes.

This functionality would also be guaranteed by a QMS able to spawn and manage an indefinite number of queues.

The only difference that must be taken into account is that there can be multiple servers or counters. Therefore, the QMS must be able to tell which one of all the servers is free next.

In this case also, the previously identified functionalities would ensure the QMS compatibility with the Single-stage, Single-queue, Single-team-server System

The QMS should know whats the average time for each type of service. This information should be inserted into the system prior to its usage with the public, rendering the system set-up more complex.

ConclusionIn summary, A versatile Queue Management System (QMS) should encompass several key characteristics to adapt to various queuing environments and enhance operational efficiency:

Support for Multiple Queuing Models:

Flexibility with Queue Service Protocols:FIFO (First-In, First-Out): The QMS should implement a sequential ticketing algorithm for fairness and widespread use.

Chapter 3: Development and Evaluation of the Artifact DO NOT RE-WRITE.

MethodologyThe artifact was developed according to SoftwareDevelopment Life-Cycle (SDLC).

Although the SDLC phases can vary slightly for different approaches or methodologies, all software development processes follow some common steps (Mishra and Dubey, 2013):

Requirements gathering: understanding the problem

Design: Designing the software, including architecture and UI designs

Implementation: Building the software according to the requirements

Testing: Making sure that the software meets the acceptance criteria defined in the requirements gathering

Deployment: This step focuses on making the software available to the destinated public. For web applications it can mean deploying your software to a server so its accessible to the consumers

Figure SEQ Figure * ARABIC 8: SDLC steps, (Mishra and Dubey, 2013)

The software development requires applying a methodology to the SDLC.Based on the current scenario, the most suitable methodology identified was Waterfall.

This is particularly suitable when the requirements are clear and unlikely to change (McCormick, 2012), as is the case in this instance.

Figure SEQ Figure * ARABIC 9 Waterfall Model Life-Cycle (Balaji and Murugaiyan, 2012)

AnalysisIn the Waterfall methodology, it is very common for a Software Requirements Specification (SRS) to contain comprehensive details regarding both the functional and non-functional needs of the software. The SRS serves as the primary source of information for the software development team responsible for constructing the software product, as well as for any other stakeholders involved (Romani, 2022).

The findings from the literature and existing solutions review have been used as a base for the requirements gathering.

The key requirements have been identified and an SRS document was written.The SRS document is available at Software Requirements Specification (SRS) for a Versatile Queue Management System (QMS) (requires Ilean access) or here (public).

The requirements are presented below:

Category Requirement

Functional Requirements Support for Multiple Queuing Models - Multi-stage, Single-queue, Single-server System

- Single-stage, Multiple-queue, Multiple-server System

- Single-stage, Single-queue, Multiple-server System

- Single-stage, Single-queue, Single-team-server System

Queue Management - Create, manage, and display indefinite queues as independent processes

- Support interdependent queues through ticketing

Server Management - Track and display available servers/counters

- Representatives input identifiers to display availability

Ticketing System - Sequential ticketing for FIFO queues

- Manual intervention for SPF queues

Display Configurations - Configurable display of customer numbers, server identifiers, or both

Queue Display - Display queue statuses on multiple monitors without dedicated computers

Non-Functional Requirements Flexibility with Queue Service Protocols - Default to FIFO with SPF configuration option

- Manual call for customers needing short processing services

Minimal Hardware Requirements - Run on standard computers with monitors and local network connections

- Built-in server for networking, web interface accessibility

Portability and Ease of Installation - Easy installation on existing hardware

- Portable version via USB drive

Cost-Free Solution - Free and open-source

- Customizable for specific business needs

System Features Queue Creation and Management - Create and manage multiple, independent queues

- Adapt to different queuing models and environments

Ticketing and Display - Sequential ticketing for FIFO

- Manual intervention for SPF

- Configurable display options

User Interface - Web-based interface

- Display queue statuses on multiple monitors

Installation and Portability - Easy installation

- Portable version via USB drive

Cost and Accessibility - Free and open-source

- Customizable for specific needs

DesignClient-Server ArchitectureDuring the design process of the Queue Management System (QMS), Client-Server Architecture was adopted to effectively separate concerns and enhance scalability. This architectural decision was made in the design phase of the Waterfall model, where detailed planning and structural decisions are crucial. The Client-Server Architecture allows the system to manage user interactions on the client side while handling data processing, storage, and business logic on the server side. This separation ensures that the system is scalable, maintainable, and can handle varying loads efficiently.

WireframesWireframes were created as part of the design phase to visualize the user interface and ensure an intuitive user experience. This stage plays a pivotal role in the Waterfall model as it translates the requirements gathered during the requirements analysis phase into a visual representation. Wireframes help in identifying the layout, navigation, and interaction patterns, ensuring that all stakeholders have a clear understanding of the design before moving forward with development.

The following wireframes were created during the prototyping phase.

Home page

The Home page is where the operators are able to:

Create new Queues

Vizualize all queues

Create a custom display that can combine multiple queues

Open each queue for display

Delete all existing queues

Navigate to

The page where they can edit general system settings

The page where they can operate a specific queue (call the next customer or send a custom message to be displayed on the public monitor)

The page where they can update the settings of a specific queue

Figure SEQ Figure * ARABIC 10: Home Page - Mobile

Figure SEQ Figure * ARABIC 11: Home Page - Desktop

Queue operation page

On this page operators have the ability to visualize the state of the queue, including the following numbers that have been called by themselves or other colleagues.The can press a button to call the next number, or call a specific number. They also have the possibility to send a custom message to the queue, for example to inform the public that all counters will close soon.They also can set or update their counter identifier (desk number, or representative name)

Figure SEQ Figure * ARABIC 12: Queue Operation Page - Mobile

Figure SEQ Figure * ARABIC 13: Queue Operation Page - Desktop

Create or Edit queue page

Operators are navigated to this page when they click the button to create a new queue or the button to edit the settings of an existing queue.

In offers the ability to customize the appearance and behaviour of each queue.The following configurations are included:

Set the queue name

Choose whether to display queue title or not on the public monitor

Choose whether to display the numbers or not on the public monitor. This satisfies the scenarios where a physical stand-in-line queue waits to be served, and the QMS should only display the available servers

Choose whether to display the server or not. This satisfies the scenario where there is a single server, and the order of the queue is not physically enforced by standing in line. In this case, the QMS should only display the number of the ticket representing the next customer to be served

Customise appeareance by selecting different colors for text, background, borders.

Select how many numbers (customers) should be displayed at all times.

Select the text for the headers at the top of the public monitor. This is only applicable when both the number (customer) and server are displayed.

Selecting one of the pre-packaged audios to play when a number is called or a custom message is sent

Figure SEQ Figure * ARABIC 14: Queue Setings Page - Mobile

Figure SEQ Figure * ARABIC 15: Queue Setings Page - Desktop

System Settings page

On this page, the operator is able to change general system settings, such as:

On which port the application will listen for connections

The minimum duration in seconds for how long each number should be displayed

The duration in seconds of custom messages sent to the queue

The first and last number of the ticketing sequence

Figure SEQ Figure * ARABIC 16: System Settings Page - Mobile

Figure SEQ Figure * ARABIC 17: System Settings Page - Desktop

Custom Display Session page

On this page, the operator can choose to display multiple queues on the same monitor, with custom settings, without overwring the existing queue settings.The page consists of a multi-step form.In the first step, the user selects which queues they want to create a display session for.

Figure SEQ Figure * ARABIC 18: Custom Display Session Page - Step 1

In the second step, the user can customise the display settings and behaviour for each of the selected queues.

Figure SEQ Figure * ARABIC 19: Custom Display Session Page - Step 2

Finally, in the last step the user if presented with instructions on how to start the display session, and a button to trigger the creation of the new display session in a new tab.

Figure SEQ Figure * ARABIC 20: Custom Display Session Page - Step 3

Queue public display

On this page, one or multiple queues are displayed.The layout of the page can vary based on:

How many queues are displayed. Each queue will be allocated an equal portion of the whole window width.

Whether the settings for a specific queue indicate that the title should be displayed or not.

Whether only one of the customer number or the server should be displayed.

Below are some examples of possible layouts based on the variables afore-mentioned.

Figure SEQ Figure * ARABIC 21: Queue Public Display - Multiple Servers

Figure SEQ Figure * ARABIC 22: Queue Public Display - Single Server

Figure SEQ Figure * ARABIC 23: Queue Public Display - Two Queues, Multiple and Single Server

TechnologiesIn the design phase, technologies were carefully chosen to build the QMS. Electron was selected for packaging the application, Node.js for the server-side logic, and React for the client-side development, with Socket.IO facilitating real-time socket connections. TypeScript was implemented across the entire codebase to enhance type-safety and maintainability. This selection of technologies ensures a robust, scalable, and maintainable system, setting a solid foundation for subsequent implementation and testing phases in the Waterfall model.

To streamline the development process and accommodate future improvements, Turborepo was used to manage the project as a monorepo.As stated by Patrick Lee Scott (2019), the Monorepo is a type of source control pattern where all the components and sections of source code are kept in one repository.

The QMS monorepo includes two applications: client and server. The client application is bundled and served as static files, while the server operates within the Electron main process, initiating a server on a specific port and serving the static files using Express.js. Using a monorepo structure facilitates separation of concerns for different apps while enabling the sharing of common resources such as logic functions, validation, and types. A "packages" directory allows both apps to import and reuse these shared components efficiently, enhancing consistency and reducing duplication.

Figure SEQ Figure * ARABIC 24: Project file structure

DevelopmentThe QMS was developed leveraging the open-source technologies such as React, typescript and node.js.

The home page, when accessed via the native application (as opposed to accessing it via the web interface) displays an icon with the text CONNECTION INFO.This provides clear instructions to the user on how to access the web interface from other devices connected to the same local network.

Figure SEQ Figure * ARABIC 25: Connection Instructions

To facilitate the set-up process and obviate the need for technical skills, the application will by default start listening on connections on port 3001. If for any reason this port (or the one selected in the general system settings) is busy, the system will use the next available port.This way, multiple instances of the application can be run on the same computer, or on different computers on the same network, without port conflicts.

Figure SEQ Figure * ARABIC 26: Home Page

Figure SEQ Figure * ARABIC 27: Queue Operation Page

The Queue Operations Page allows the operator to call a specific number. This satisfies the requirement to allow the SPF service provisionning protocol.

Figure SEQ Figure * ARABIC 28: SPF Serving ability

Figure SEQ Figure * ARABIC 29: Queue Settings Page

Figure SEQ Figure * ARABIC 30: System Settings Page

Figure SEQ Figure * ARABIC 31: Create Custom Display Session Page

Figure SEQ Figure * ARABIC 32: QMS displaying 3 Queues simultaneously

Figure SEQ Figure * ARABIC 33: QMS displaying One Queue with single Server

TestingThe testing was carried out manually according to the acceptance criteria defined in the SRS document.

DeploymentThe QMS application was packaged as a desktop application using electron.Executables or installers were generated for MacOs and Windows.The packaged artifacts are available to download from GitHub for free.

Figure SEQ Figure * ARABIC 34: Screenshot of the QMS packaged as a desktop app on MacOs

MaintenanceAs the QMS code is open-source and has a CC0-1.0 license, which means it can be used and modified by anyone without any legal requirements (CC0 1.0 Legal Code | CC0 1.0 Universal | Creative Commons, n.d.).The code is available on GitHub.

Artifact limitations

Athough the developed QMS satisfies a wide range of use-cases and can be adoped by very different organizations, qualities that place it among the top free and open-source QMS, it presents several limitations, especially in comparison with some commercial QMS.

Some of the limitations found by comparing with other QMS consist of:

The program can only handle numeric ticket sequencing. In some cases, ticket dispensers print tickets with alphanumerical sequencing, such as 00A, 0AB, etc, whereas the developed system can only handle tickets with a numerical sequence.

The program doesnt have analytics capabilities. Some solutions offer dashboards or files for managers where then can analyse each server performance, and gather useful insights on meaningful metrics such as minimum, maximum or average processing time for a specific queue. Very often such solutions are cloud-based, which enables them to leverage different cloud technologies, such as Elastic-Search database, which can provide powerful analytics insights.

The program is not accessible to external software. Many solutions, mainly tailored for healthcare facilities offer APIs to manipulate tickets, for example GP online bookins made through third party software, such as mobile applications or web sites, are registered in the system, and when customers physically enter the facility, then can register their presence

Some of the mentioned limitations will be addressed in future releases.In addition, by being open-source, organizations can adjust the QMS to address their specific needs, and individual contributors have the ability to open requests to augment the current capabilities.

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