Lining up for quick service—The business impact of express lines on fast-food restaurant operations

This article explores how waiting times at a fast-food restaurant can be modified. Toward the end of the article, a simulation model is proposed which examines queuing times in three different line scenarios based on the number of meal sets ordered. Data were collected using on-site observations of customer arrivals, waits, and service provision in a fast-food restaurant. Simulations were run via Simul8. Analysis was done using analysis of variance, as well as post-hoc tests. It was found that the waiting line configuration, arrival rate, and demand distribution all have significant impacts on average queuing time and weighted value.