Recently, the time wasted on waiting in a queue has become increasingly obvious, especially in urban areas. According to one of the latest research results, “the total amount of time spent queuing in the UK is 333 million hours a year” . As the length of unstructured queues increases, the management of the unstructured queues becomes uncontrollable. Therefore, people invented QMS, which can control queues reasonably and allow flexible waiting; this approach reduces the conflicts dramatically.
However, new problems have been observed even though the machine has successfully organized and managed queues; for instance, customers cannot monitor and modify the queue status, managers cannot realize the updates from the queue, people estimate the waiting time merely by experience. These problems have indirectly caused the considerable time wasting because of the inaccurate judgment of the information. The marketing and communication manager of verotoimisto also complained that the average waiting time for their customers is 2 hours. In China, the queuing problem is even worse, especially during the spring festival travel season. For example, some people have to queue for a whole night to buy a ticket. Therefore, the impacts of long time queuing are significant.
Fortunately, the development of mobile network and cloud computing provides us more ways to resolve the problems. “The number of smartphone users is forecast to reach 2.1 billion.” , The booming of smartphone promotes the development of the mobile network and changes the traditional living styles; as a result, some new service models come out, such as O2O (Online to Offline), LBS (location-based service) and the internet plus. The internet plus refers to the novel service model that reveals the potential power of the combination of the traditional fields and the new technologies. Therefore, the internet and cloud-based services will become increasingly important which will eventually transform the traditional solutions.
A strong motivator for this thesis is to reduce the wasted time in queuing significantly by applying the cloud-based techniques. Some approaches are available to resolve the long queuing problems; for example, agents encourage their customers to use online services and put more human force in the work area. However, these approaches can only be applied in certain organizations, which own e-services and more resources. The demands for an appropriate solution to tackle the queuing issue still exist.
The idea behind internet plus provides one promising way to solve the queuing problems, which integrates the information technology with conventional industries . There have already been several internet plus applications which have affected the traditional industries dramatically. For instance, internet plus government, internet plus finance and internet plus manufacturing.
This thesis augments the traditional queue management system with the internet plus insight and provides a cloud-based queue management system (CQMS) solution which includes the advantages such as easy to setup, less-cost, safe and highly extensible.