Why Is There Waiting?

Managerial Implications of Waiting Lines

Reading: New Yorkers Do Not Like Waiting in Line

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

Reading: Hotels Exploring Easier Customer Check-Ins

Constraint Management

The Psychology of Waiting

Readings: David H. Maister on the Psychology of Waiting

                  Managing Waiting Lines at Disney World

Operations Strategy

Summary

Key Points

Key Terms

Discussion and Review Questions

Taking Stock

Critical Thinking Exercises

Problems

Case: Big Bank

Reading: Stopped at A Light? Why Not Read This, You May Have Time

Selected Bibliography and Further Reading