Waiting Lines

Lecture Slides

Basic Process Concepts

Waiting Lines Concepts & Examples (4/page|2/page)

Goodness of Fit for exponential distribution

Using Simulation 2/page

Replicating Simulation Model

In Class Labs Files & Info

Student Exercise 1

Student Exercise 2

Student Exercise 3

Student Exercise 4

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M/M/1 Format

Queueing Examples Template from PPT slides (examples)

Waiting Line Simulation Template

Textbook Slides

HHL Chapter PPT

HHL Dupit Corporation Case Study (summarized)

Textbook Downloads

Textbook EXCEL Templates

Related Sites

Author's web site

Goldratt's TOC On- Line Simulation

Key Points / Outline

Waiting is just part of life.  We'll look at some queueing models and common performance measures, an implementation in EXCEL of one class of models called M/M/s, and discover some insights of queueing systems.   

• Basic process concepts

• Waiting Line Concepts & Models

• Implementing Models using EXCEL

• Goodness of Fit concept

• Using Simulation vs. Analytical Models

Before Class

1.  Read McGraw-Hill Chapter 14.

Digging Deeper

"Staple Yourself to an Order" by Benson P. Shapiro, V. Kasturi Rangan and John J. Sviokla, Harvard Business Review, July-August 1992, pp. 113-121.

"Want to Perfect Your Company's Service?" by Richard B. Chase and Sriram Dasu, Harvard Business Review, June 2001, pp. 78-84.

"While Customers Wait, Add Value", by Christopher Meyer, Harvard Business Review, July-August 2001, pp. 24-26.

University Health Services: Walk-In Clinic, HBS 9-681-061.

The Psychology of Waiting Lines, HBS 9-684-064.

In the News

"The Airport Waiting Game" by Joni James, Wall Street Journal, May 24, 2001, p. B1.

Article Links

"Creating Customer Value Through Industrialized Intimacy", 
by Peter Kolesar, Garrett van Rysin and Wayne Cutler, Strategy and Business, Third Quarter, 1998 .