This note examines queuing fundamentals and introduces a basic model, variability in systems (arrivals and service processes), and approaches to measure and reduce it. The material also includes practical implications for managing congested systems and helping anticipate and overcome challenges of waiting for service. For MBA students, it can be placed in an operations module on managing variability or queueing. Students can also look for qualitative solutions to address excessive waiting times and hypothesize how their recommendations might affect both actual and the perceived waiting time. For executives, it can serve as a discussion vehicle for operations and customer service.
