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QUEUING-MANAGEMENT-SYSTEM
QUEUING-MANAGEMENT-SYSTEM
QUEUING-MANAGEMENT-SYSTEM
A Capstone Project
Lyceum-Northwestern University
Dagupan City
In Partial Fulfillment
By
December 2023
APPROVAL SHEET
Date Signed
Technology nowadays has been growing fast, it is very useful for people to
easily communicate and give services to the community. However, some sectors
today seem to be left behind in adopting the use of different methods to have easy
progress on their part. Nowadays, business people define the applications and
problems to be solved by the computer. Computerization is a control system that
will help manage industrial workplace processes.
The study aimed to develop a system that would cater the Queuing
management system in lingayen terminal. The proponents chose the Scrum
Methodology for the developed system. The tools used in data gatherings are
document analysis, internet research, interview, observation and survey
questionnaire. The proponents also used the database schema, entity relationship
diagram, Gantt chart, Ishikawa diagram, Likert scale, Swimlane diagram, use case
diagram, and weighted mean as tools for data analysis.
Based from the conducted interview by the proponents, the lingayen teminal
implements manual procedure which involves jeepney/driver arrival, collect
payment, give ticket, receive queue ticket. This procedure causes unorganized
queuing, addressing issues, overcrowding, delays and inefficiency, record
Keeping and data management. The proponents have incorporated features to the
proposed system such as admin dashboard, automated databases, login, register
driver-generate code, generate ticket, generate report, create station by routes,
forgot password. The proponents conducted survey to evaluate the acceptance
level of the system and it resulted to a weighted mean of 3.45 in completeness,
3.49 in accuracy, 3.53 in reliability, 3.58 in timeliness and 3.53 in security.
Based on the findings, the proponents have concluded that the procedures
in the existing system is manual; the manual procedures exhibit difficulties; the
features of the system addressed the difficulties encountered; and the computed
system acceptance level of the system indicates that the respondents are satisfied
with the functionalities of the proposed system.
The proponents would like to acknowledge and give the warmest thanks
to the project adviser, Sir, Cristian Cabungan, for their invaluable guidance,
enhanced the quality of this thesis. Thank you very much for being a good
The proponents understand the gravity of the responsibilities and hope they will
To the panel members who readily gave their time and effort to check the
and positive energy have been vital in keeping us focused and motivated
To the parents I would like to express the heartfelt gratitude for their
and the completion of this thesis. Their endless sacrifices, guidance, and belief in
The proponents are very thankful for all the support and guidance;
Last but not the least, the proponents would like to God the presence and
completion of this thesis was not solely dependent on effort and abilities. We
recognize that there were forces beyond control that played a role in the
successful completion of this work. We are grateful for the blessings, inspiration,
and strength that we have received from a higher power throughout this
challenging journey. The guidance and wisdom that we believe have been
bestowed upon me have helped me navigate obstacles and find solutions. Thank
Page
Title Page..........................................................................................................i
Approval Sheet.................................................................................................ii
Abstract............................................................................................................iii
Acknowledgement............................................................................................v
Table of Contents.............................................................................................vii
List of Figures...................................................................................................viii
List of Tables.....................................................................................................ix
Chapter 1. INTRODUCTION
Definition of Terms...............................................................................................7
Foreign Literature........................................................................................….....9
Local Literature..............................................................................................…..12
System Design................................................................................................17
Sources of Data...............................................................................................21
Terminal...........................................................................................................27
Lingayen Terminal...........................................................................................28
Summary…………………………………………………………….……………..36
Findings….……………………………………………………………….….….....36
Conclusion………….………………………………………….……….……….....37
Recommendation.…………………………………………….……….…………..38
Bibliography………….……………………………………………………….…….39
Appendices
H Screenshots ....................................................................................50
Chapter 1
INTRODUCTION
Technology is one of the keywords of our world, yet it is also one of the
comfortable with asserting that humans have had technologies since the
Paleolithic, and a menagerie of animals, from crows to chimps, have even been
of the interactions between your clients and workers, giving you the knowledge,
system that controls the customer's waiting experience from pre-service to post-
enhance the drivers experience can be found in the solution (Q-Matic, 2023).
practices and activities more actively. You can do this through ownership, rules,
seen from a variety of angles. The author of this editorial, however, addresses
the subjects from several perspectives that are connected to various settings and
strategic advantage and allowing firms to remain flexible, competitive, and agile
2018).
and reserve their place in the queue using a QR code, even before arriving at the
terminal. This not only saves time for the customers but also allows the terminal
staff to anticipant improved vehicle flow that is more organized and efficient
shorter wait times and prevent chaotic situations by setting up designated waiting
zones and orderly queues. This method improves the overall driving experience,
Introduction 3
usage of resources like employees and facilities. Operators can make data-
terminal's overall efficiency using real-time data insights on driver flow and wait
times. The queuing system stresses efficiency as well as security and safety. The
The research paradigm are consisted of the input, the process and the
output. The input relied on the problems that settled by the study. Next was the
process which explained the methodology that the proponents have selected,
which was the Scrum Methodology. Lastly, the output was the study itself
Feedback
Figure 1: The Research Paradigm
Introduction 5
Jeepney Terminal.
4. What was the acceptance level of the proposed system in terms of:
a. Completeness;
b. Accuracy;
c.Reliability;
d.Timeliness and;
e. Security?
In this study, the proponents outlined the specific objectives that guide to
our research endeavors. These objectives served as the fundamental aims and
purpose
terms of;
a. Completeness;
b. Accuracy;
c.Reliability;
d.Timeliness;
e. Security.
more knowledge of the methodology that will be used. The proponents would
who would design a system with the same idea to this study. The study could
passenger flow, reduce wait times, ensure orderly boarding, enhance safety, and
clear overview of its constraints and scope. The following were the delimitation of
the system payment, passenger seat capacity, and ticket printer for the Queuing
2023.
Definition of Terms
transferring property ownership from one party to another using legal instruments
structures.
travel, where passengers need to alight from the vehicle at the end of their
hiking routes for outdoor recreation could be involved. A "route" is the path that
data packets take in computer networking to get from one network or device to
element.
ReviewofofRelated
Review RelatedLiterature
Literature910
Chapter 2
Terminal. has consisted of a brief introduction and related features that fully
Foreign Literature
provider to manage customer in efficient way. The system can ease the customer
flow management which is useful for manager of the service provider. The
for organizing queuing system that can analyze the queue status and take
decision which customer to be served first. This project focuses more on the
banks queuing system, different queuing algorithm approaches which are used in
banks to serve customer and the average waiting time. This queuing architecture
testing result i.e., the average waiting time by using two different queue control
systems, which have developed. There are several processes undergo, which
2016).
Through our research, we have found that one of the most unpleasant
parts of going to the airport for passengers is the security line. Passengers can
spend anywhere from a couple minutes to a couple hours waiting in this line,
bottlenecking the flow of airport traffic. Our goal is to minimize the time
passengers spend in the security screening queue while also improving their
overall customer experience and increasing airport revenue with our new
queuing system. The SimpleQ program will accomplish our main goal while also
restaurant. Upon entering the airport, you will be entered into the queuing
process and receive a number in our system. After that, you will wait for your
time to go through security check. During this time, you can use our app or text
are in the queue, postponing when you want to be called, and receiving alerts for
Smart Queue Management System with Real Time Tracking Using DNN
as demand for service is increasing. However, this doesn't mean that backed up
lines and grumbling customers is 'the norm' or a situation that can't be solved.
Queue management technology can help you take the edge off both the actual
Review of Related Literature 11
and apprehended waiting time for customers, improve customer satisfaction, and
provide the data your managers need to further optimize the service experience.
This project is based on a smart queue management system for providing real-
dissatisfaction with services with medium to long waiting times. At this point, the
mishandling or long queue inefficiencies, with the help Wi-Fi module. The
proposed system also performs the predictive analysis by regularly updating its
database and then after a particular time period it will help the administration to
open the closed counters before the queue exceeds the limit. The image
detection. This system is using Open-CV platform and CNN algorithm for image
processing with real-time person detection and taking the record of number of
counts of the people. The future predictions based on the count of people in a
particular interval of time are done by analyzing the past data using machine
and visual feedback. The proposed system aims at reducing the dissatisfaction
with services with medium to long waiting times. To this end, the system allows
carriers of digital ticket to leave the waiting areas and return in time for their turn
Review of Related Literature 12
to receive service. The proposed system also improves the waiting experience of
clients choosing to stay in the waiting area by connecting them to the audio
connected units for registering and verifying tickets, units for capturing and
streaming audio and queue management, and participating client units in the
and verified its functionality and report on our findings and areas of
Local Literature
the existing green trunk line jeepney terminal in Baguio City is its inefficient
system in catering to the need of users in public transport. One principal reason
is the failure to provide planned transport facilities. Queuing theory can create an
efficient design that would distribute the limited resources and address problems
in waiting line. This thesis paper intends to validate the inefficiency of the existing
green trunk line jeepney terminals and to apply queuing theory to determine
existing green trunk line jeepney terminal to validate the inefficiency of the
Review of Related Literature 13
current situation of the terminal. The researcher had collected the three
variables: arrival rate, service time and number of servers in the existing green
trunk line jeepney terminal. All these variables would be used for the queuing
Queuing Theory improves the level of service minimizing the waiting time and the
queue lines of the passengers in a terminal. It provides useful information for the
design of the transport terminal and the analysis of waiting line systems. This
study would serve as a future reference for future government projects relating to
The CCS Queuing and Electronic Bulletin System is intended for the use
current situation. The main beneficiary of the system is the CCS office which
mainly includes the secretary and the faculty as well as its students. The features
are the following: the queue module is used for having a systematic process in
transacting business in the department. The electronic bulletin is used for the
announcement within the department. The SMS module is used for urgent
their selected advisers are available for the selected transaction or not. The
account module is used to access the system in order to do the transaction. The
CCS Queuing and Electronic Bulletin System will innovate the queuing
Review of Related Literature 14
management of the College of Computer Studies and will make the work of
advisers faster and efficient by a centralized database stored in the system, and
the advisers can be easily approach by the students. This system will help the
advisers manage their time easily and this system will also help the student in a
et al., 2018).
customer service and streamlines customer flow for businesses across various
industries. With its virtual queuing feature, customers can join a queue through
their smartphones or self-service kiosks, eliminating the need for physical lines
keep customers informed about their queue status and estimated wait times,
ensuring they stay engaged and aware. The platform also offers appointment
The synthesis of the review of related literature depicts the similarities and
differences of those related topics and studies that is surely to be relevant and
customers to conveniently pre-register and reserve their place in the queue using
a QR code prior to their arrival at the terminal. By eliminating the need for
physical waiting lines, customers' time is saved, and the terminal staff can better
operations.
The studies presented in both the Foreign and Local Literature share
such as queuing algorithms, image processing, DNNs, and IoT, to achieve real-
Review of Related Literature 16
time updates and streamline the queuing process. Customer satisfaction is a key
driver, with all studies aiming to minimize waiting times and provide a smoother,
Chapter 3
RESEARCH METHODOLOGY
sample, data collection, and the sorts of data that will be used for data gathering
System Design
Master's role in assisting the process and removing any hurdles that may impede
for teams of ten or fewer members who break their work into goals to be
than one month and most commonly lasts two weeks. The scrum team assesses
(a stand-up meeting). At the end of the sprint, the team holds two further
for stakeholders and solicit feedback, and one sprint retrospective intended to
which they can’t deliver projects satisfactorily. Each team has a scrum master in
charge of rules compliance, supervision and leadership. The scrum master often
works closely with the product owner (PO) to maximize the return on investment
customers who use the software after development and works to translate the
vision of a project to all its team members, focusing on the ideas and stories that
Scrum is part of agile software development and teams practice agile. The name
comes from the sport of rugby, where scrum is a formation where everyone plays
Sprint Goal, estimate tasks' effort, and select work items for the Sprint Backlog,
Phase 2 Sprint Planning. Sprint planning is an event in scrum that kicks off
the sprint. The purpose of sprint planning is to define what can be delivered in the
sprint and how that work will be achieved. Sprint planning is done in collaboration
The proponents reviewed the Product Backlog, set the Sprint Goal, estimate
tasks' effort, allocate work, and create the Sprint Backlog, ensuring collaboration
keep a project on track. The Scrum Master facilitates the discussion, and team
plans for today, and any roadblocks they are experiencing (Gcretro, 2020).
Phase 4 Sprint Review. The Sprint Review is a working meeting where the
Scrum Team presents their completed work to stakeholders and asks for
feedback. The Scrum Team and stakeholders discuss the progress made toward
the Product Goal, emerging changes in the business or technical climate and
feedback, and assess the product's progress. They discuss what was
after the sprint review and before the next sprint planning. The purpose of this
The proponents reflected on the completed sprint, discuss what went well
and what could be improved. They identify actionable items to enhance future
Sources of Data
The primary source of information for proposed study was the Jeepney
For data collection, the proponents will use the following tools such as:
2021).
The proponents will identify and select relevant documents for analysis.
These documents can include written texts, images, audio recordings, videos, or
any other type of material that is pertinent to the research question or topic.
questions they seek to address through internet research. This helps in narrowing
responses.
The proponents will choose the appropriate setting for observation based on the
workplace, classroom, public space, or any other context relevant to the study.
(DBMS). It describes the tables, fields, data types, constraints, and other
logical view of the entire database system and serves as a foundation for
shows the start and end dates of tasks, as well as the dependencies and duration
allowing project managers to track and manage tasks effectively (Wysocki, 2014)
The proponents employed Gantt charts to plan, schedule, and track tasks
dependencies.
steps in a process, demonstrate where quality control issues might arise, and
choose the option that best corresponds with how they feel about the
a rating scale, typically ranging from "strongly agree" to "strongly disagree." This
The proponents used swim lane diagrams to visually represent the flow of
specify the events in a system and how those events flow, however, use case
diagram does not describe how those events are implemented (TechTarget
Contributor 2023)
to identify and illustrate the various use cases or functionalities of the system,
highlighting how different actors interact with the system to achieve specific goals
or tasks.
weight (or probability) associated with a particular event or outcome with its
associated quantitative outcome and then summing all the products together.
2020).
The scale being the rate, the statistical limitations corresponding to the
Chapter 4
Lingayen Terminal
Based on the data gathered, the proponents have identified the following
Lingayen Terminal.
Jeepney Driver Arrival. Jeepney driver will enter the queue and provide
the drivers information along with information on their route or destination and the
Terminal.
Receive queue ticket. Drivers receive tickets from the admin at Lingayen
Jeepney Terminal for their turn in the queue. These tickets indicate their place in
Figure 3 shows the procedures of the existing system illustrated in a swim lane
diagram
Result and Discussion 28
Driver Admin
Start
Exit
Lingayen Terminal.
can be difficult for costumers to determine where they should queue, resulting
place.
challenging for both passengers and staff. Addressing this issue requires a
Longer Wait Times for the Commuter. Longer wait times for the
that needs to be addressed. Extended waiting periods can lead to frustration and
management system in the Lingayen terminal. It helps track and analyze metrics
related to queue performance, customers wait times, service efficiency, and staff
allocation.
Record keeping
Register/Login. Where admin can register the drivers to the system and
The system will ask for username and password of the different user level.
drivers to easily register and authenticate their identity using a unique QR code.
Result and Discussion 31
information.
location where jeeps operate along specific routes to pick up and drop off
areas, clearly marked boarding zones, and signage to provide clear directions
and information.
system
with respect to its completeness. The respondents strongly agree on the system’s
Accuracy. Table 3 shows the perception of the evaluators on the system with
respect to its
Strongly agree
1. It is easy to find my way around
the system. 3.53
Strongly agree
2. I can get information quickly. 3.53
Result and Discussion 33
Strongly agree
7. The data that has been kept in the 3.47 Strongly agree
database is exactly the same data
when retrieved.
Weighted Mean 3.53 Strongly agree
shown in Table 7 below, which resulted to a weighted mean of 3.5, indicates that
the respondents are satisfied with the functionalities and features that were
Chapter 5
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
of the study.
Summary
managing vehicle queues, reducing driver wait times, and enhancing overall
traffic flow within the terminal. Through real-time analytics and dynamic queuing
adjustments, the system ensures a smooth and organized process for drivers,
The proponents chose the Scrum Methodology for the developed system.
The tools used in data gatherings are document analysis, internet research,
interview, observation, and survey questionnaire. The proponents also used the
Likert scale, Swimlane diagram, use case diagram, and weighted mean as tools
Findings
Conclusion
encountered.
4. The computed system acceptance level of the system indicates that the
Rcommendations
Based from the findings and conclusions, the proponents recommend the
following:
to maintain and update its functions and also for the security of its
database
lingayen terminal.
BIBLIOGRAPHY
https://www.investopedia.com/terms/i/ishikawa-diagram.asp
https://www.goretrosssss.ai/glossary/
researchprogram acrp-university-design-competition
Bhandari, (2023). What is a Likert scale? | Guide & Examples. Scribbr. Retrieved
(2023)
https://www.investopedia.com/terms/i/ishikawa-diagram.asp
https://www.scribd.com/document/455191832/QUEUEING-THEORY-OF-
JEEPNEY-TERMINALS-IN-BAGUIO-pdf
webster.com/dictionary/interconnected
https://www.atlassian.com/agile/scrum/sprint-planning
Rania et al., (2018). An IoT Smart Queue Management System with Real-
https://ieeexplore.ieee.org/abstract/document/
https://globaljournals.org/GJMBR_Volume16/4-Automated-Queue-
Management.pdf
Bibliography 42
https://repository.cpu.edu.ph/bitstream/handle/
https://zenodo.org/record/
https://www.toppers4u.com/2021/01/transportation-modes-major-
functions.html
Swapnali et al., (2020.) Smart Queue Management System with Real Time
http://www.jetir.org/papers/JETIR2005325.pdf
The Law Dictionary. (2022, August 3). Black’s Law Dictionary - free online legal
The Sprint retrospective - what it is & tips for making the most of your meeting.
https://resources.scrumalliance.org/Article/sprint-retrospective/
https://www.atlassian.com/agile/scrum/sprint-planning
Bibliography 43
https://www.scrum.org/resources/what-is-a-sprint-review#
https://doi.org/10.1108/jtmc.2018.30202aaa.001
https://journals.sagepub.com/doi/full/
Appendices 44
APPENDICES
Appendix A
Appendix B
Appendices 46
Appendix C
Database Schema
Appendices 48
Appendix D
Appendix E
Gantt Chart
Appendices 50
Appendix F
Use-Case Diagram
Appendices 51
Appendix G
Screenshots
an organized and sequential manner. It serves as a handy tool for managing and
prioritizing the content that users have added to their queue or playlist
Appendices 53
drivers to efficiently manage and monitor their assigned queues. This page
provides real-time data and updates on the status of each queue, allowing
drivers to easily track their position in the queue and estimated waiting times.
manage and oversee the operations of the terminal. This intuitive dashboard
CURRICULUM VITAE
Educational Background
College : Lyceum Northwestern University
Tapuac District, Dagupan City
Bachelor of Science in Information
Technology
Seminars Attended
Educational Background
College Lyceum Northwestern University
Tapuac District, Dagupan City
Bachelor of Science in Information
Technology
:
Seminars Attended
• 9th ICT Congress
Lyceum Northwestern University
December 2022
• 10th ICT Congress
Lyceum Northwestern University
December 2023
• Youth Congress on Information Technology
Lyceum Northwestern University
November 2022
• 8th ICT Congress
Lyceum Northwestern University
May 2022
• 7th ICT Congress
Lyceum Northwestern University
October 2021
Appendices 56
Educational Background
College Lyceum Northwestern University
Tapuac District, Dagupan City
Bachelor of Science in Information
Technology
Seminars Attended
• 9th ICT Congress
Lyceum Northwestern University
December 2022
• 10th ICT Congress
Lyceum Northwestern University
December 2023
• Youth Congress on Information Technology
Lyceum Northwestern University
November 2022
• 8th ICT Congress
Lyceum Northwestern University
May 2022
• 7th ICT Congress
Lyceum Northwestern University
October 2021
• 6th ICT Congress
Lyceum Northwestern University March 2021
Appendices 57