Why Is There Waiting?

Managerial Implications of Waiting Lines

Goal of Waiting-Line Management

Characteristics of Waiting Lines

Population Source

Number of Servers (Channels)

Arrival and Service Patterns

Queue Discipline

Measures of Waiting-Line Performance

Queuing Models: Infinite-Source

Basic Relationships

Single Server, Exponential Service Time, M/M/1

Single Server, Constant Service Time, M/D/1

Multiple Servers, M/M/S

Cost Analysis

Maximum Line Length

Multiple Priorities

Queuing Model: Finite-Source

Constraint Management

The Psychology of Waiting

Operations Strategy

Case: Big Bank