Date of Award
Honors Bachelor of Arts
Dr. Christopher Fuse
Dr. Anne Murdaugh
The broader application of virtual queues is proposed. A review of the current state of queuing theory is presented as well as an acknowledgment of the deficiencies in the practicality of queuing theory. It is suggested that the queuing process can be improved by implementing the option of pursuing a virtual line. Specifically, the potential utility of introducing virtual queues is discussed in the context of the FastPass system, highlighting the major features of the method as well as examining the disadvantages of the service. The implementation of a FastPass-style queuing process outside of theme parks is presented as a combination of two common, everyday queuing principles, namely the first-come, first-served and reservation systems. A case study analyzing the impact of applying the proposed queuing system to a customer call center is investigated in which clients have the option to receive a call-back time in place of waiting for a representative. Finally, a review of two primary obstacles to the complete application of the queuing model is conducted.
Rapone, Evan, "In Defense of the Broader Application of Virtual Queues" (2018). Honors Program Theses. 64.