Comment Re: Agner Krarup Erlang - The telephone in 1909! (Score 1) 342
One supermarket chain around Albany, NY tried implementing the single line system about a year ago. It only lasted a few months before they reverted.
At least at the grocery store, people disliked feeling corralled like cattle more than they dislike waiting slightly longer in a less efficient line. Might have been the way it was implemented, honestly. It had a rather frenetic feel to it, with the line “leader” guiding people to one of the actual registers with quite a bit of urgency and insistence. I’d guess there was probably some misguided, management-imposed, career-limiting metric system associated with the process such that the employee ultimately paid the price if customers dawdled and brought the throughput numbers down. That translated to a rather jarring mood to the whole thing.
Some stores have implemented this in several stores in Australia, one line served by a dozen checkouts and it actually is faster. The biggest issue is that they have more room to line the area with impulse items (not an issue for me as I can ignore impulse items, but I understand the point).
Airport check-in does it as well for the same reason. When you're processing 2-500 people which can take 5 to 15 minutes a piece (Oh dear god, she's fumbling through her 16 suitcases for her passport) having a longer line serviced by multiple people is faster and more efficient. However the lines tend to need a little bit of management, but it stops people from jumping from line to line and eliminates confusion. My only issue is with slow pokes... but I just overtake them when they take too long picking up their bags and moving forward.
However this isn't the right approach for a drinks line (who lines up for ice?), it's the opposite of a checkout or airport check in where the transaction is expected to take several minutes. With a drinks line you want people to get in and out as fast as possible, the best way to do this is to have multiple satellite stations rather than one main station to distribute the load but this is difficult and expensive.