Queue Management Challenges

  • To optimise the rotas and dispatching of tasks to balance productivity and waiting times
  • To design shift patterns and calculate the number of resources to be rostered on that shift pattern to match forecasted demand
  • To design business rules to decide when to dedicate skills or to multi-skill
  • To balance waiting times with productivity through operating rules
  • To respond to fluctuating demand
  • To best combine queue specific work with filler type work
  • To deal with seasonal and peak-time fluctuations in demand