In an older podcast concerning project management, I think, Mark discussed briefly queuing theory and the ramifications of delays. I am a Director at a CPA firm and we have struggled keep our staff focuses in getting projects done outside of our "busiest" time. What they have failed to understand is the ramifications of delays which then causes projects to be pushed up against deadline. While we have discussed and provided feedback, they just don't seem to understand or accept are reasons. Does anyone have any good articles or short books in regard to queuing theory?