A Survey on Queueing Systems with Mathematical Models and Applications
Read this paper on waiting line analysis and queues. It provides a good survey of the theory and uses of this type of analysis. Pay particular attention to sections 1 through 3. How might these models be used to balance firm costs with different levels of customer satisfaction?
3. Components of Queueing System
3.1. The Arrival Process of Customers
The inter-arrival times are assumed to be independent having a common distribution. In many practical situations, customers arrive according to a Poisson stream (i.e. exponential inter-arrival times). Customers may arrive one by one or in batches. An example of batch arrivals is the customs office at the border where travel documents of passengers are to be checked.