Cycle time reduction based on structured Fist-in-First-out queue management control

Abstract

Queue management systems are set up to manage ticket ranking for a service. In this case, tickets received are for engineering software and electronic library issues within the company and all its subsidiaries. The steps to determine a queue management system that best suits business needs are discussed. Current model used consists of assigning a quantity of tickets to each agent which leads to uncertain amount of waiting time. As a result incidents are now attended in the same order they arrived through FIFO, reducing the standard deviation caused by the difference in the “Order incidents were submitted” versus the “Order the incidents are attended”. Key Terms ⎯ FIFO, Queue, Management systems, Value Stream Map.