The long and short of the Queue!

A queue is a line of people or things waiting to be handled, usually in sequential order starting at the beginning or top of the line or sequence. In computer technology, a queue is a sequence of work objects that are waiting to be processed. The possible factors, arrangements, and processes related to queues are known as queueing theory. What do the queues do? They make life orderly, save time!

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But one thing I have never understood is why the word queue is spelt as queue and not Q! The spelling is the quirk from the English language!  

Forming a queue is the indication of a developed and organised society. Yes, we in India are not a developed society! What does a line indicate? It indicates that people behave in an orderly fashion; if the line is too big, then there are obviously a smaller number of windows than needed. If the line is moving slowly, then the person handling the work or the work process is inefficient. Or it indicates that the quantity of things being offered is limited. (school admission forms) People sometimes reach very early to enter a match arena. I remember that when I went to Melbourne to see the Cricket world cup finals, there were no big queues! The total number of spectators was 93 thousand plus. We reached inside the stadium about 45 minutes before the start time without any hassle or jostling 

Queues are the reflection of the world. The society has always been divided based on cast and creed. To manage complications, the boarding process at the airports is handled differently. While you board a flight, there is a separate queue for first/business class and others! Those who pay a significant additional chunk of money, get priority for boarding and deplaning. Is this fair? Yes and no both. Honestly, the flight takes off only after ALL the cattle class and the privileged board. Still, the boarding distinction takes place. It is done probably to pamper the ego of a particular category. Some want to pay more, get on the plane only at the last moment. But a separate queue is a fact of life. Frankly, what happens by boarding late, I have never understood. Ego boosting? 

A lot of discussions take place on this subject. Should human rights be the same for all? Can the state or an airline sell the rights at a higher price? Priority access is given any many places like theatres, theme parks and many such public areas. In India typical jumping the queue is done at the Balaji Mandir at Tirupati. The passes are sold at a fee, that gives priority to jump the queue.   

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Many people do not have time these days and are always in a hurry! Why does it happen? It is their mindset; let me do things quickly. In India, we see many such people. On an inquiry counter, they barge to the front without standing in the queue. When someone objects, they will claim that they have only half a minute inquiry!

A priority access line allows people to choose what resource they want to use to get to the front – time or money. For many people, time is more precious than money, so being able to hand over money to save time is a boon. The other side of the argument is if the service offered is efficient, reasonably quick, then people do not mind waiting for a few minutes. The value of the service provided depends on the actual service that is being offered. If the process of sending a parcel takes a couple of hours at a post office, then it is a strict no-no! But if the renewal of passport takes a couple of hours people do not mind.  

That brings me to the passport renewal process in India. First and foremost, one can apply only online. There is no manual process hence no queues. The application is locked after the required documents are uploaded. Based on dates availability, the appointment is given online. All are expected to be present at the office 15 minutes before their appointment time. At the allocated time, people are let inside the premises. You are generally done in one hour. For senior citizens like me, one can walk in at any time suitable. I came out in thirty minutes flat. Yes! There is a set procedure for priority appointments for an additional fee! Why should this be available? Sometimes an emergency crops up in life which needs jumping the queue! This emergency could be because of real crisis or neglect!  

But there are situations where people love to be in the queue. For example, a famous cell phone is launching a new model! Some renowned brand is launching shoes! People love to stand in line. When McDonalds started its first outlet in Pune, people used to stand in queue for some time to visit them. The queues continued for the first six months!  

When people are in the queue for entry into a sports stadium, waiting to enter a theatre to listen to their favourite crooner, they love it. It is treated as recreational queuing! People chat, smoke, have ice cream and have fun. Nobody cribs standing in these queues.   

Priority queuing will depend on what service is being offered. When people go to buy grocery, they hate waiting for checking out. Such businesses are already proving facilities like selfchecking counters for those who have purchased less than ten items at a time. Now they are providing apps where the buyer can scan the barcodes on their cell phones. When the last purchase is made, buyers can pay using their cell phone apps directly. The method makes checking out hasslefree.  

Does all this mean that the class is being replaced by money? Market forces take over. I read a facility provided in an office building in olden days. People used to get fed up of waiting for the lift/elevator to take you up; during peak period queues were long. They provided mirrors inside the lifts. As soon as people got inside the lift, most would adjust their clothing, ties, scarves, dresses and suits! They used the time to make themselves presentable. The provision of mirrors reduced the cribbing to a great extent. I never knew the reason for putting the mirrors in lifts!  

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Technology and evolution have changed many things, and it has changed the interaction of people standing in the queue! Oh, I am sorry! There is no interaction, people keep on looking at their respective screens! Technology has created a new situation. When we chat with Customer Service Support of some companies, the first thing that generally happens is that we get a message. “You are in the queue. Your call is valuable to us. One of our executives will attend to you shortly.” The music starts. Shortly can become annoying five minutes too!  The “person” chatting with you could be a BOT! Of course, there is always a variant in the message! You are our Gold Customer and will be attended to on priority!

I know that with most of you, my blogs are in the queue for your attention! But I will respond to you right away if you write to me! You are all Gold for me!

 

 

  

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