Hummy Song of the Wharton School spoke about the merits of a dedicated-queue system in managing line lengths. “We usually think about queues from the customer’s point of view, but there is another human on the other end of that line,” she said. “Encouraging customer ownership by dedicating assignments to each server when planning queue configurations might shorten the wait and service time.”

October 25, 2020 ・ From The Wall Street Journal