The Science of Waiting
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Associate Professor Jennifer George
Dean and Director Queuing theory is the name given to a branch of applied mathematics that models what happens to systems when they get congested. Examples are: telephone systems, traffic (both vehicles and internet), manufacturing systems, order processing and waiting in line at the bank.
Because there's a lot of randomness involved in these kinds of systems and often quite complex interactions, unexpected things can happen to the entire system when you change one small part of it. For example, changing the time of a green light in one part of a traffic system can have far reaching effects on cars in other parts of the system - new bottlenecks can emerge etc. That's why you need mathematical models to help understand these interactions - our instincts are seldom good enough to predict the outcomes. This presentation explores the fascinating science of waiting. Associate Professor George offers unique insights into how queuing theory can be applied to in your organization. The results will increase both efficiency and customer satisfaction. 
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