Case Study on Waiting Line Management

We are living in a time of a worldwide pandemic. The Corona virus has caught us all in state of
lockdown throughout cities and countries. From keeping ourselves clean and keeping up with
social distancing, we have hopelessly fallen prey to services which are keeping us afloat with the
services of police and delivery apps to meet our needs to survive. In these changing circumstances,
consumer habits and lifestyles are changing and companies need to adapt accordingly in a way
that can truly serve the community better. Whether it’s through online platform or offline regular
way (keeping the safety measures in mind). To run a smooth production, it is needless to say that
companies need to have a proper management and balance of waiting lines.

Now, pick a departmental store next to your house (Shopno/ Agora/ Prince Bazar/ Wholesale club
or any). If you and your team have been given the duties of balancing out the waiting line and
manage the process efficiently:

1. How would you organize your outlet (layout) during this trial time?
2. What would be your operational strategy to balance the waiting line; both online and offline?
3. How would you discipline the queue; both online and offline?
4. What would be your strategy to manage different kinds of waiting line models (e.g. Balking,
Patient, Reneging and Jockeying); both online and offline?
Instructions and Suggestions:
Before you begin writing, follow these guidelines to help you prepare and understand the case
study:
-Observe and examine the case thoroughly. Take notes, highlight relevant facts, underline
key problems. Also, read relevant articles.
-Focus on your analysis.
-Uncover possible solutions. Solutions have to realistic.
-Select the best solution.

From these steps you will create the content of your case study:
-Give background (Introduction).
-Describe the situation/problem. The instructor needs to have a clear understanding of the
situation for which a solution is sought.
-Describe the solution.
- Provide a Conclusion.

Please note:
- Use bullet for your recommendation.
- Make it visible (use illustration).
- Follow a professional format.
- Cite your references properly, if any (both in text and bibliography).

Follow a professional format, 12 point font, 1.5 spacing & Justified alignment. Page Limit: 6-9
pages (cover page or any sorts of appendix are excluded).
Please note, all the case reports will be assessed against the benchmark case. Therefore, try hard
to make yours the benchmark. Good Luck!!!

“It’s not about having a good group; it’s all about making a group good!”