It is a mathematical fact that the shortest average wait time is to have a single queue with multiple servers. Yet there are so many institutions that insist on multiple queues with multiple servers. There is some psychology behind this though.
Multiple queues gives people the impression of a shorter queues since each queue may only have a few people in it. Would you rather wait in line with 100 people or with 10 people? It’s a trick question because you didn’t take into account the number of service points for each queue. Walt Disney figured this out long ago. But let’s take a look at the two most common multiple queue scenarios the average person faces and how to pick the right queue for those times when you aren’t dealing with someone as smart as Mr. Disney. Continue reading