An Assessment of Queuing Management System of Frontline Services in the Social Security System of the Diliman Branch

Abstract

One of the most important areas in operations management is understanding waiting lines or queues and learning how to manage them. Queue Management has been a problem for many years in many domains including the financial, health care and public service sectors. Queuing is more of a constant issue in product-based businesses than in the service industry. Hence, frontline services such as in the Social Security System (SSS), where a suitable queuing management system is not established, need to put systems in place to control the flow of their customers, boosts staff productivity, reduces customer complaints, provides valuable data and improves the business image. The main objective of this study was to assess the degree of implementation and benefit of the queuing management system of the SSS Diliman Branch. The study mainly focused on the various methods or frameworks of queuing management to achieve a better quality service to customers and also explores the possibilities of further research in the area of queue management. It is not only important to organize the existing queue but to gather statistics about the queue in order to identify trends that could be anticipated.