Queue Discipline

The order in which customers are processed is called queue discipline (Stevenson, 2012, pg. 800). There are different types of line queuing, where most of them assume that service is given on the common first-come, first-served basis (Stevenson, pg. 800). These include services received at banks, registration lines, theaters, and stores. There are a few places where the first-come, first-served basis is not used. They include hospital emergency rooms, rush orders in a factory, and mainframe computer jobs processing (Stevenson, pg. 800). The single channel, single phase; single channel, multiple phase; multiple channel, single phase, and multiple channel, multiple phase are all common queuing systems (Stevenson, pg. 798).

The type of queuing used at the local Super Wal-Mart grocery store is the multiple line, multiple checkout system. This is the traditional way of processing customers in a large grocery store (Garry, 2010). Ideally, the multiple lines, multiple checkout system at Wal-Mart has multiple checkout lines available, all open with each serving one customer at a time. One can choose to join the shortest queue or move to a different one if the line is held up (Line Logic, 2011). But sometimes this system is unfair because a later joining customer may get served first (Line Logic, 2011). There is also some anxiety when trying to select the best queue for service (Line Logic, 2011). Different Wal-Mart locations appear to try and balance supply (capacity) and demand (Stevenson, pg.793). There is one Wal-Mart in the neighborhood that is open 24 hours and sports 30 check-out lines. However, there are usually only five to ten check- out lines open at any given time. This is the same during the peak times of the day as well as the non-peak times. The Wal-Mart on the other end of the long boulevard is open for about 15 hours per day and utilizes all of its 15 lines when necessary. Wal-Mart number one will remove service-employees (or they remove themselves) when it is lunch-time, break-time, or quitting time for the employee no matter how many people are in the queue. Wal-Mart number two pledges that there should be no more than three to four people in line before another one is opened in order to reduce customer service time thus building good will with its customers.

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