Service Management: An Integrated Approach to Supply Chain Management and Operations

11. Supplement: Queuing and Simulation

S11.1. Introduction

The body of knowledge about waiting lines, often called queuing theory, is a valuable tool for the service operations manager. Waiting lines are a common situation—they may, for example, take the form of cars waiting for repair at an auto service center, printing jobs waiting to be completed at a print shop, or students waiting for a consultation with their professor. Exhibit S11-1 lists just a few uses of waiting-line models. Analysis of waiting-line length, average waiting time, and other factors helps to understand service system capacity.

Exhibit S11-1. Common Queuing Situations ...