jonotusaika
Jonotusaika refers to the period a person or item spends waiting in a queue before service or processing begins. The term is a Finnish compound of jono ("queue") and aika ("time"). It is used in customer service, public administration, healthcare and other service sectors to describe the duration of waiting before an interaction or a transaction starts.
Measuring jonotusaika typically involves recording the arrival time and the moment service begins, then computing statistics
Reducing jonotusaika is a common objective in service design because longer waits can reduce satisfaction and