The provision of easily calculable measures of effectiveness for generalised Erlang queues (state-dependent parameters λn and μn of arrival and of service) motivates speculation about the applicability of renewal theory. The application envisaged is justified by known results for certain models and its extension to an operationally more promising system is proposed. Use of the formula ‘L = λW' with ‘effective’ λ calculated by foregoing methods is likewise shown to be justified by known results for certain models and hence its wider applicability is conjectured. Mechanisms are discussed which may provide improved models, and investigation is made of choices of λn and μn which may lead to time dependent solutions having a prescribed form. The example of panic buying is considered as an example.