case5An airport wishes to increase the processing of airplanes at an airport pier by moving the delayed airplanes to a central dispatch location where they are being processed separately. What is the effect of this new structure on the queues and waiting times of airplanes at the pier? How large does the dispatch location have to be? Additionally, the effect of introducing a specially trained customs team that becomes responsible for problem handling is investigated, does the specialization of teams enable costs savings? This case study represents a queuing problem with complications. By cutting back the teams, the situation shifts from an infinite capacity to one team, which is indeed faster, but turns out to become a bottleneck itself.