The Measurement Minute by Gary Angel

A customer’s time in line is one of the most important (and controllable) aspects of physical experience. We’re currently working through several queue management projects that will involve both active queue management (alerting when lines get long) and – even more interesting – predictive queue management (alerting when lines are GOING to get long). This Minute is the first part in a series on that work, it explains predictive queue management and why it’s important, and outlines the steps involved.

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