Abstract This paper describes the application of simple quality control charts to monitor the traffic intensity of single server queues, a still uncommon use of what is arguably the most successful statistical process control tool. These charts play a vital role in the detection of increases in...

Abstract The traffic intensity (ρ) is a vital parameter of queueing systems because it is a measure of the average occupancy of a server. Consequently, it influences their operational performance, namely queue lengths and waiting times. Moreover, since many computer, production and...

Demonstrates the application of spreadsheets in simulating queuing systems with arrivals from a finite population. The problem is referred to as the machine repair problem where the members of the queue are machines that are breaking down and the servers are the technicians repairing the broken...

Since consumers feel that time is becoming an increasingly scarcer resource, service organizations are also becoming increasingly sensitive to the economical and psychological costs which they impose on their clients in waiting lines. Reports a study aimed at examining the relations between two...

Suggests that while businesses have made great efforts to reduce the length of time customers wait for service, little attention has been paid to the actual experience of waiting. Argues that the final service encounter is crucial for reinforcing customers′ performance expectations. Suggests...