Development of indicators of operating efficiency, based on the queueing theory

Abstract

Purpose: the article presents author’s point of view on development of operational efficiency indicators for the best quality of services. Discussion: using the queueing theory, we offer to define indicators of waiting service time. These indicators can be used both for improve quality of services and motivate employees, who serve our clients. Results: author successfully applied procedure of calculating indicators of waiting service time, and performed results show the theoretical and practical meaning of this procedure.