Borja, Yasmin Kaye C.

IE 003 – Operations Research I

An example of a company that applies the queuing model is the Jollibee Foods
Corporation. Jollibee Foods Corp. is the leading company in the Philippines that operates fast
food restaurants with over a thousand stores nationwide. So basically, the company is all about
offering food services. It is such a huge company and I think that most of the people living here
knows the fast food chains that they own, however, every business encounters or faces some
challenges. One of their challenges is their queuing system, what I have noticed every time I walk
past their chain or when I try to order is that most of their queues are long. That often happens
since they have high demand, but it makes potential customers lose interest in buying their
products. I believe they apply the queuing model to improve their situation. I witnessed that some
of their franchises add an extra counter to lessen their customer’s waiting time or a counter that
prioritizes the senior citizens. Some of them designated a counter only for small orders and also
a separate one exclusively for desserts. The improvements were not limited to the counters, the
number of staffs that handle different tasks are included as well.

Applying the queuing model gave them a lot of advantages. Installing separate service
counters reduces the customer’s waiting time while also increasing their service rate. Having to
improve customers’ satisfaction during waiting time will encourage them to come back again
which leads to more profit. Also, the probability of customers leaving while queuing will decrease.
In addition to that, the impression of the food chains to the bypassers will improve, thereby
increasing the probability of having potential customers. Applying the queuing model helps them
decide or determine the most efficient service and their costs that fits into the situation.