Abbott Associates

Mgmt 352 – Queuing Curves and Variability

This class will explain queuing science and how variability is the largest impact driver in any operation. This understanding is key in a call center and support center operation. You will understand how you can have both idle time and wait time and how this is caused by variability. You will leave this class understanding why and how to manage variability.

Queuing Science Review

Queuing Science Review

Variability Impact on Call Centers

Using of Variability in Service Industry

How we can have wait time & still have idle agents

Metrics & Queuing science explained with wait time curves