Queuing theory, the mathematical study of waiting in lines, is a branch of operations research that is used extensively to analyze production and service processes exhibiting random variability in market demand (arrival times) and service times. Queuing theory is a practical operations management technique that is commonly used to determine staffing, scheduling and inventory levels, and to improve customer satisfaction. It is frequently applied in telecommunications, traffic control, health services, predicting computer performances, manufacturing processes, retail stores, restaurants, banks and airline ticket sales. By understanding queues and learning how to manage them through adequate models and equations, our experts can help improve customer-facing and internal processes to give organizations a competitive advantage.