Antrian

Antrian, the Indonesian term for a line of people or items waiting for service or processing, is a common feature of organized systems such as banks, clinics, airports, and digital services. Antrian may be physical or virtual, and its management aims to allocate attention and resources efficiently while maintaining order.

The typical principle is FCFS, where service is provided in order of arrival. Other rules introduce priority for urgency, age, or appointments. Queues can be single-queue/multiple-server or multiple parallel queues. Design choices affect wait times, fairness, and throughput.

Queueing theory studies these phenomena, using parameters such as arrival rate (lambda) and service rate (mu) to measure utilization, average waiting time (Wq), and average number of people in the queue (Lq). Common models include M/M/1 FCFS, which assume Poisson arrivals and exponential service times.

Practical applications include ticketing systems, token numbers, appointment scheduling, and digital queuing. Strategies to improve performance include proper staffing, line layout, real-time information, virtual queues, and appointment options to smooth demand.

Considerations for fairness, accessibility, and user experience are central to antrian management, particularly in high-demand settings where long waits may deter service use or cause inequities.