Warning: After reading this article, you will never again stand in a line without thinking about how to make your wait time shorter. And as an expert in operations management, I'm here to spread the word that sometimes a longer line may actually be a good thing.
My family is used to my preaching. On a recent shopping excursion, we overheard an impatient customer blurt out, "Why is this line so long?" To which my daughter responded, with a glare in my direction, "Don't even consider telling him about queuing theory."