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Variability in Processes: Managing Waiting Lines :


Why do waiting lines form even when we have

enough service capacity on average?


What are the components of a queueing system; that is, do you understand how to describe the customer population, arrival process, queueing process, and service process?


What are the psychological rules of designing queues and why do they allow firms to improve perceived service quality with minimal investment?


What is the value of the operational performance metrics that we can compute for a single server and multiple servers?


What are the key metrics of a queueing analysis?


What are the managerial insights from any queueing analysis? It can be a lot of math, but who cares? Why should we care?


How does one do a queueing analysis to determine a "good" number of servers?

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