Queuing Theory - by Maria Cristina Fogliatti

Waiting lines for services are part of the daily lives of individuals in modern society and, as they cannot be avoided, they tend to be tolerated, despite the delays and inconvenience they cause. However, the processes that generate queues can be studied and dimensioned in order to alleviate the losses in time and productivity as well as the financial losses they entail. These studies make it possible to determine and evaluate quantities, called performance measures, that express the productivity/operability of the systems. These measures are important for decision-making regarding the modification or maintenance of the system's operation, facilitating the rational sizing of infrastructure, human and financial resources, equipment and facilities, aiming for better overall performance.