After completing this chapter, you should be able to:
- Explain why waiting lines can occur in service systems.
- Identify typical goals for designing of service systems with respect to waiting.
- Read the description of the queuing problem and identify the appropriate queuing model needed to solve the problem.
- Manually solve typical problems using the formulas and tables provided in this chapter.
- Use Excel to solve typical queuing problems associated with this chapter.
- Use Excel and perform sensitivity analysis and what-if analysis with the results of various queuing models.
- Outline the psychological aspects of waiting lines.
- Explain the value of studying waiting-line models to those who are concerned with service systems.