ABSTRACT
For a moment imagine being on an island where you do not have to wait for anything; you get everything the instant you want or need them! Sounds like a dream doesn’t it? Well, let us not have any illusions about it and state upfront that this book is not about creating such an island, leave alone creating such a world. Wait happens! This book is about how to deal with it. In other words, how do you analyze systems to manage the waiting experienced by users of the system. Having said that waiting is inevitable, it is only fair to point out that in several systems waiting has been significantly reduced using modern technology. For example, at fast-food restaurants it is now possible to order online and your food is ready when you show up. At some amusement parks, especially for popular rides, you can pick up a ticket that gives you a time to show up at the ride to avoid long lines. With online services, waits at banks and post offices have reduced considerably. Most toll booths these days have automated readers that let you zip through without stopping. There are numerous such examples and it appears like there are only a few places like airport security where the wait has gotten longer over the years!
