Queuing glossary for Customers

​An in-depth understanding of queuing terminology is essential for customers to navigate various service environments effectively. This comprehensive glossary elucidates key terms and concepts related to queuing systems, enhancing your awareness and experience as a customer.​

1. No-show

A customer who reserves a service in advance but neither uses nor cancels the reservation. No-shows are a significant problem in healthcare, where they affect the quality and timeliness of services. ​

2. Balking

A customer deciding not to join a queue upon seeing its length or wait time. Balking behavior is common in queue areas and can impact service efficiency. ​

3. Reneging

A customer entering the line but later deciding to leave it before receiving service. Reneging behavior is one of three common customer behaviors in queue areas. ​

4. Jockeying

A customer switching from one queue to another in hopes of receiving faster service. Jockeying behavior is common in queue areas and can indicate perceived inefficiencies. ​

5. Queue-jumping

The action of entering a queue ahead of others who have been waiting longer, often seen as unfair and indicative of poor queue management. ​

6. First In, First Out (FIFO)

A service principle where the customer who has waited the longest is served first. FIFO is a common queue discipline ensuring fairness. ​

7. Last In, First Out (LIFO)

A service principle where the most recently arrived customer is served first. LIFO is less common and typically used in specific scenarios. ​

8. Priority Queuing

A system where certain customers are given precedence based on predefined criteria, allowing them to be served out of order. When not effectively communicated, priority queuing can be perceived as unfair. ​

9. Virtual Queue

A system that allows customers to wait for service without being physically present in a line, often through digital notifications or callbacks. This approach enhances customer convenience and reduces perceived wait times. ​

10. Queue Management System

Technological solutions designed to control customer flow, streamline the queuing experience, and reduce waiting times. These systems are widely used in retail and healthcare industries to enhance customer satisfaction. ​

11. Structured Queue

A clearly defined and organized queue with physical or virtual indicators guiding customers where to stand or wait. Structured queues are common in retail environments and help maintain order. ​

12. Unstructured Queue

A queue without clear organization, where customers may form lines haphazardly, leading to potential confusion and inefficiencies. ​

13. Kiosk Queue

A queue where customers use self-service kiosks to perform transactions or check-ins, often seen in airports and fast-food restaurants. ​

14. Little's Law

A fundamental theorem in queuing theory stating that the long-term average number of customers in a stationary system (L) is equal to the long-term average effective arrival rate (λ) multiplied by the average time a customer spends in the system.

15. Kendall's Notation

A standard system used to describe and classify queuing models, typically in the form A/S/c, where A denotes the arrival process, S the service time distribution, and c the number of servers. ​

16. Service Discipline

The rule determining the order in which customers are served in a queue, such as FIFO, LIFO, or priority-based systems. ​

17. Arrival Rate (λ)

The average number of customers arriving at a service point per unit of time. Understanding the arrival rate is crucial for effective queue management. ​

18. Service Rate (μ)

The average number of customers that can be served by a service point per unit of time. Balancing the service rate with the arrival rate is essential to minimize wait times. ​

19. Utilization (ρ)

The ratio of the arrival rate to the service rate (ρ = λ/μ), representing the proportion of time the service point is busy. High utilization can lead to longer wait times. ​

20. Queue Length

The number of customers waiting in line for service at any given time. Monitoring queue length helps in assessing service efficiency. ​

21. Waiting Time

The time a customer spends in the queue before receiving service. Reducing waiting time is a primary goal of queue management systems.

22. System Time

The total time a customer spends in the system, including both waiting and service times.

23. Queue Capacity

The maximum number of customers that can be accommodated in a queue.