The Science of Waiting: The Server

A queue is a line.

We are queueing specialists. We create lines and we wait in queue.

We wait for the:

• physician to write the order.
• clerk to enter the order.
• nurse to execute the order.
• patient to be ready to get tested.
• lab to process the order.
• physician to see the result.
• etc.

A whole series of queues. Each one dependent on the previous.
A delay at one step results in waits at later steps. Additive delays.

Every step relies on the server to process the customer.

The server can be a thing (blood analysis machine, bed, CT scanner) or it can be a person (tech, nurse, housekeeping, physician, registration clerk).

The customer can also be a thing (lab sample, dirty bed) or a person (patient, family member, nurse).

Each server can only process a specific number of customers during a specific amount of time. Additional customers wait.

Do we have the right number of servers?
Can we eliminate steps?