C h a p t e r 2
BACKGROUND
Queuing Theory
Delays and queuing problems are most common features not only in our daily-life situations such as at a bank or postal office, at a ticketing office, in public transportation or in a traffic jam but also in more technical environments, such as in manufacturing, computer networking and telecommunications. They play an essential role for business process re-engineering purposes in administrative tasks. “Queuing models provide the analyst with a powerful tool for designing and evaluating the performance of queuing systems.” (Bank, Carson, Nelson & Nicol, 2001)