Comment by tjpaudio

Kind of a textbook description of queue theory if you were taking a stochastic processes class. If the author really is suggesting this for use in retail line situations, he is out of touch because... retail managers have no idea what queue theory is. If they did, they would be making much more money, and not working in retail. Staffing is more of a function of how many people you can get on the clock without getting yelled at by regional managers (who also do not know queue theory) for overstaffing.