After completing this chapter, you should be familiar with waiting line terminology, be able to solve typical problems using the models presented in this chapter, and answer these questions:

1. What imbalance does the existence of a waiting line reveal?
2. What causes waiting lines to form, and why is it impossible to eliminate them completely?
3. What metrics are used to help managers analyze waiting lines?
4. What are some psychological approaches to managing waiting lines, and why might a manager want to use them?
5. What very important lesson does the constant service time model provide for managers?