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MobiQ: Mobile Based Processes for Efficient Customer Flow Management

  • Conference paper
Enterprise, Business-Process and Information Systems Modeling (BPMDS 2012, EMMSAD 2012)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 113))

Abstract

Queues are still a part of the everyday life, though Internet and mobile technologies are already available. Queues are formed whenever a bottleneck of customer demand for a service appears. There are workarounds for customer flow management or queue management in order to provide a level of freedom to the customers such as queue ticket numbers. However, there can be many more things that can be done to free additional time for the customer until his/her turn comes to be services. In this work, we propose an solution framework for servicing customer flow with live feedback. Our goal is to improve customers’ experience and Quality of Services (QoS), by integrating mobile access with Short Message Service (SMS) to improve customer flow in popular crowded services, where long queues are created. A fully functioning real life prototype is presented, demonstrating the feasibility and effectiveness in terms of time and effort.

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Author information

Authors and Affiliations

  1. Computer Engineering and Informatics Department, University of Patras, 26500, Patras, Greece

    Mersini Paschou, Evangelos Sakkopoulos, Efrosini Sourla & Athanasios Tsakalidis

Authors
  1. Mersini Paschou
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  2. Evangelos Sakkopoulos
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  3. Efrosini Sourla
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  4. Athanasios Tsakalidis
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Editor information

Editors and Affiliations

  1. IbisSoft AB, Stockholm, Box 19567, SE-10432, Stockholm, Sweden

    Ilia Bider

  2. LogicBlox, Australia, and INTI International University, Malaysia

    Terry Halpin

  3. Department of Computer and Information Science, Norwegian University of Science and Technology (NTNU), Sem Sælands Vei 7-9, 7491, Trondheim, Norway

    John Krogstie

  4. University Paris 1 Pantheon-Sorbonne, Paris, France

    Selmin Nurcan

  5. Erik Proper, PRC Henri Tudor, Luxembourg-Kirchberg, Luxembourg

    Erik Proper

  6. Aalen University, Aalen, Germany

    Rainer Schmidt

  7. University of Haifa, Carmel Mountain, 31905, Haifa, Israel

    Pnina Soffer

  8. Department of Business Informatics, University of Gdansk, ul. Piaskowa 9, 81-864, Sopot, Poland

    Stanisław Wrycza

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© 2012 Springer-Verlag Berlin Heidelberg

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Paschou, M., Sakkopoulos, E., Sourla, E., Tsakalidis, A. (2012). MobiQ: Mobile Based Processes for Efficient Customer Flow Management. In: Bider, I., et al. Enterprise, Business-Process and Information Systems Modeling. BPMDS EMMSAD 2012 2012. Lecture Notes in Business Information Processing, vol 113. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-31072-0_15

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  • DOI: https://doi.org/10.1007/978-3-642-31072-0_15

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-31071-3

  • Online ISBN: 978-3-642-31072-0

  • eBook Packages: Computer ScienceComputer Science (R0)

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