NO EX-QUEUE-SES: UNDERSTANDING QUEUE FORMATION IN THE GRADUATE OPERATIONS MANAGEMENT CLASSROOM

Arvid C. Johnson
University of St. Francis
ABSTRACT
While queuing theory is important in the design of service operations, it is often difficult
for students to develop even an intuitive understanding of some of its key principles. This study
discusses an experiential exercise that has proven effective in bridging the gap between lecture
concepts and the spreadsheets that are often utilized to solve basic problems.