Visit a drive-through, quick-service restaurant and observe the operation for half an hour. You will probably need a stopwatch to collect the relevant timing information. Consider the following questions:

  1. Where are the bottlenecks in the service (in other words, what seems to take the longest time)?
  2. How would you measure the efficiency of the process?
  3. What appear to be the key design principles that govern the effectiveness of this process?
  4. Using Little’s law, how long would the queue have to be before you think it would be not worth joining the queue?
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