@inproceedings{a18a0d59241e4f4b805cc3451a495135,
title = "Improving queuing service at McDonald's",
abstract = "Fast food restaurants are popular among price-sensitive youths and working adults who value the conducive environment and convenient services. McDonald's chains of restaurants promote their sales during lunch hours by offering package meals which are perceived to be inexpensive. These promotional lunch meals attract good response, resulting in occasional long queues and inconvenient waiting times. A study is conducted to monitor the distribution of waiting time, queue length, customer arrival and departure patterns at a McDonald's restaurant located in Kuala Lumpur. A customer survey is conducted to gauge customers' satisfaction regarding waiting time and queue length. An android app named Que is developed to perform onsite queuing analysis and report key performance indices. The queuing theory in Que is based upon the concept of Poisson distribution. In this paper, Que is utilized to perform queuing analysis at this McDonald's restaurant with the aim of improving customer service, with particular reference to reducing queuing time and shortening queue length. Some results will be presented.",
keywords = "android apps, Poisson distribution, Queue, queuing theory",
author = "Koh, \{Hock Lye\} and Teh, \{Su Yean\} and Wong, \{Chin Keat\} and Lim, \{Hooi Kie\} and Migin, \{Melissa W.\}",
year = "2014",
month = jul,
day = "10",
doi = "10.1063/1.4887740",
language = "English",
isbn = "9780735412415",
series = "AIP Conference Proceedings",
publisher = "AIP Publishing",
number = "1",
pages = "1073--1078",
booktitle = "Proceedings of the 21st National Symposium on Mathematical Sciences",
address = "United States",
note = "21st National Symposium on Mathematical Sciences: Germination of Mathematical Sciences Education and Research Towards Global Sustainability, SKSM 21 ; Conference date: 06-11-2013 Through 08-11-2013",
}