Queueing

This note discuss interference times (and stocks or queues) in situations where there is in fact sufficient capacity to cover the process demands and yet interferences occur due to variations in the arrival rate or in service times. It contains two calculation sheets for the M/M/s and G/G/s models that introduce various measures of efficiency in a queueing system: "hard" or objective measures (such as costumer waiting time) and "soft" or subjective measures (such as costumers 's perception of being well served). They also present the various options open to managers to improve the performance of their queueing systems, or at least, to improve important users' perception of them. The Excell workbook concludes with some reflections on the "psychology of waiting lines".