The intent of this monograph is to help business practitioners expand their knowledge of waiting line (queuing) analysis and how it can be used to make decisions and improve both service and manufacturing business situations. Readers are assumed to have some familiarity with using probability distributions and Excel analysis tools. Those wishing to refresh their knowledge are provided some brief reviews and references for doing so.
Emphasis is given to discussing the caveats in applying waiting line theory and becoming aware of the assumptions used in developing that theory. The importance of accounting for variability in waiting line processes is discussed in some detail because the basic queuing equations provide only average performance ...
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