Category Archives: Service Management

How long should we allow waiting lines to be at customs? many of you may be familiar with this.

Queuing to clear customs « The Operations Room

You get what you measure. Here’s a new take on it.

Perverse incentives in managing hospital queues « The Operations Room

How do we behave when someone tries to cut into a line? I think an interesting question is whether there are cultural differences.

Are there ways to harness people’s behavior to make them happier in line, or tolerate longer waits?  That can save money too.

Social norms in waiting lines: Waiting or Cutting? « The Operations Room