Waiting Line Management at Tirumala, Large Pilgrimage Centre in India

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Case Details:


Case Code : OPER104 For delivery in electronic format: Rs. 400;
For delivery through courier (within India): Rs. 400 +Shipping & Handling Charges extra


Operations Management

Case Length : 13 pages
Period : 2002-2012
Organization : Tirumala Tirupathi Devastanam
Pub Date : 2012
Teaching Note : Available
Countries : India
Industry : Power


Tirumala is one of the largest and busiest pilgrimage centers in the world, having a history of 2000 years. Over the years, the pilgrimage center has witnessed a continuous increase in the number of visitors, with the average number going up from 20000 a day in 1990s to 65000 a day in 2012. The Tirumala Tirupati Devasthanam (TTD), which administered the Tirumala temple along with a few supporting services to pilgrims, experienced great difficulty in managing the darshan queue. With the objective of reducing the waiting line, TTD approached academic consultants.

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These consultants began devising different strategies of reducing the waiting line from the 1990s. Though things have improved a lot, there is still much that need to be done. This case study elucidates the different types of strategies to manage the waiting line and reduce the waiting time that TTD had been trying out from the 1990s. It also explains certain constraints that TTD was facing and a few new proposals.


Discuss and understand waiting line/queuing theory with the help of Tirumala
Elucidate how TTD managed the waiting line and discuss the constraints related to the management of darshan queue
From the general management perspective, discuss the learning points from TTD's strategies to manage/reduce waiting line
Discuss how the new strategies/proposals could be effective for TTD
Discuss what TTD could do in future to overcome its challenges in managing the waiting line


  Page No.
Introduction 1
About Turumala 1
Pilgrimage to Tirumala 2
Waiting Queue at Tirumala 3
Managing Darshan Waiting Queue 4
New Proposals to Reduce Waiting Line 10
Future Challenge 11
Exhibits 12


Tirumala, Waiting Line, Queue, Waiting Line Management, Managing Queue, Tirupathi, Pilgrimage Center, Operations and Strategies, Customer Focus , Strategic Management, Operations Management, Decision Making, TTD, Consulting, Projects

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