Queue Discipline Techniques

Queue discipline techniques are the rules placed over the behaviour of a group that tells the queue components how to behave. These components can be people, attributes of people (e.g. how loyal they are; how sick they are), material things, or information. The figure below illustrates discipline techniques by dividing them into two types; static (FCFS) and dynamic. 

Queue Discipline techniques 

On the left, we have a static rule FCFS. This is the 'First come, first served' rule. In this rule, which many service providers abide by, and can be seen in many other systems as well (like hiring and redundancy practices), the organisation simply serves whoever arrives first, and in order of arrival. This is a static queue because the organisation does not actively intercede in queue formation properties. 

On the right side is dynamic queue discipline. Queue discipline techniques are considered dynamic when managers actively intercede in the way that the queue is formed. So, two dynamic options are given for action in the above diagram: selection based on individual customer attributes; and selection based on the status of the queue.  In the 'Selection based on on individual customer attributes' we have three main queue discipline techniques; priority (the highest priority served first - e.g. cutting in line, or VIP - see below), preemptive (status is assigned based on how long a task takes and how long a component is queued), and  SPT (or standard processing time).

Priority Queue Signage at an Airport