This document discusses predictability in workflows and queues. It begins by defining predictability and noting that predictable systems usually have reduced cycle times and variation. It then discusses how workflows can be viewed as chains of queues and how queues can impact cycle times, throughput, and motivation if allowed to grow too large. The document provides choices that can be made to influence queues, such as using push vs pull systems and prioritization methods. It also recommends monitoring queue size and cycle time ranges as leading indicators of predictability. The overall message is that managers have control over predictability by understanding and managing their queues.