Many service systems use case managers, servers who are assigned multiple customers and have frequent, repeated interactions with each customer until the customer’s service is completed. Examples may be found in health care (emergency department physicians), contact centers (agents handling...

Graphical representations of spreadsheet queueing simulations can be used to teach students about queues and queueing processes. A customer graph shows the experience of every individual customer in a queue, based on arrival time, start of service, end of service, and showing clearly the length...

Like many others, the St. Louis Veterans Administration Medical Center (VAMC) Pharmacy help desk receives far more calls than can be processed by current staffing levels. The objective of the study is to improve pharmaceutical services provided by the call center, by using queueing theory and...