When the phenomenon of waiting line was arrive in many industries, most companies seriously observed the queues as a problem. On the other hand, companies in situation caused phenomenon aspire how to reach goals in the easiest way. Companies try to reduce them or use them wisely to their advantage. A lot of global companies are succeeding in their intentions, to the extent that customers enjoy waiting in lines, in fact that they are not even aware of it. Every person has felt what it means to wait in line at least once in a lifetime. This phenomenon is still very common in urban, congested and high-tech societies. There is a simple reason why there are queues; the demand for services is higher than available space for particular service. Closely related to this may be the problem of lack of servers. Companies don't have enough funds to provide an additional level of services or there isn't simply enough space for the amount of services it provides. The aim of this thesis is to determine the characteristics, importance and analyze the waiting queues and well manage them. Based on the conducted research, it can be established that a large number of companies aren't able to reduce the waiting lines at all and don't even insist on it. Exactly that is why companies have focused all their resources on raising the quality of customer waiting in lines. In this thesis, each element of the queue is defined in detail and supported by example, which help in knowledge and later analysis of the queues. The classification of the waiting line model was carried out through a multitude of illustrations, mathematical calculations and finally by creating a simulation model using the simulation tool ARENA. The analysis and quality of the waiting line system is extremely important, where vision is gained in measures of line efficiency, system cost ratios, constraint management and much more.