Queuing Theory Primer

8 important points concerning Queuing Theory

Les patients québécois attendent en moyenne 3h20 avant de voir leur médecin de famille.

Based on Don Norman, here are the 8 keys to understanding Queuing Theory:

1. Emotions are most important.
2. Eliminate confusion: Offer a conceptual model, feedback and an explanation concerning this queue.
3. Wait time must be appropriate to the outcome.
4. Set expectations, then deliver or even beat them.
5. Keep people busy: occupied time goes by faster than idle time.
6. Be fair.
7. Start and finish with a bang.
8. Souvenir of an event is more important than the experience itself.