INTRODUCTION
This paper is the review of queuing theory and for empirical study the sales checkout service unit of ICA supermarket is chosen as an example.
ICA AB is a Swedish corporate group in the retail business, which started in 1938 and operated 1,668 stores as of 2003. The stores have different profiles, depending on location, range of products and size:
a) ICA Nara (“ICA Near-by”, convenience-type stores for daily retail needs);
b) ICA Supermarket (Mid-size supermarkets, located near where customers dwell or work carrying a
wide range of products);
c) ICA Kvantum (Superstores for large, planned, purchases. Large spaces allocated for traffic and parking. Typically located outside of the cities);
d) MAXI ICA Stormarknad (these are Hypermarkets with a full range of groceries as well as fashions, home wares, entertainment and electrical. Smaller stores do not offer the fashion and electrical ranges while the largest stores also have a DIY and Garden department)