2018/5/26 1 Managing Waiting Lines • The Economies of Waiting • Features of Queuing Systems • Estimating Waiting Times • Waiting Line Management Shin‐Ming Guo NKFUST Waiting Realities • Inevitability of Waiting: Waiting results from variations in customer arrival times and service times • Economics of Waiting – High server utilization at the expense of customer waiting. – Make waiting productive (marketing, education) or profitable (drinking bar).