On the validity and utility of queueing models of human service systems

Based on observations made during an extensive study of police patrol operations in New York City, the authors examine the issues of the validity and utility of queueing models of service systems in which adaptive behavior by the (human) customers or servers is likely. They find that in addition to depending on the technical accuracy of its assumptions, the accuracy of such a model will also depend upon the level of managerial control of the system and adequacy of resources. The authors recommend that queueing models of human service systems be used in a normative fashion and incorporated in the management feedback loop.