Queueing models for appointment-driven systems
- 308 Downloads
Many service systems are appointment-driven. In such systems, customers make an appointment and join an external queue (also referred to as the “waiting list”). At the appointed date, the customer arrives at the service facility, joins an internal queue and receives service during a service session. After service, the customer leaves the system. Important measures of interest include the size of the waiting list, the waiting time at the service facility and server overtime. These performance measures may support strategic decision making concerning server capacity (e.g. how often, when and for how long should a server be online). We develop a new model to assess these performance measures. The model is a combination of a vacation queueing system and an appointment system.
KeywordsAppointment system Vacation model Overtime Waiting list Queueing system
Unable to display preview. Download preview PDF.
- Bini, D., Meini, B., & Steffe, S. & Van Houdt, B. (2006). Structured Markov chains solver: algorithms. In ACM international conference proceeding series, Proceedings of SMCtools, Pisa, Italy. Google Scholar
- Cayirli, T., & Veral, E. (2003). Outpatient scheduling in health care: a review of literature. Production and Operation Management, 12, 519–549. Google Scholar
- Dudewicz, E. J., & Mishra, S. N. (1988). Modern mathematical statistics. New York: Wiley. Google Scholar
- Khinchin, A. J. (1960). Mathematical methods in the theory of queueing. New York: Hafner. Google Scholar
- Latouche, G., & Ramaswami, V. (1999). Introduction to matrix analytic methods in stochastic modeling. ASA-Series on Statistics and Applied Probability. Philadelphia: SIAM Google Scholar
- Mondschein, S. V., & Weintraub, G. Y. (2003). Appointment policies in service operations: a critical analysis of the economic framework. Production and Operations Management, 12, 266–286. Google Scholar
- Neuts, M. F. (1981). Matrix-geometric solutions in stochastic models. Baltimore: Johns Hopkins University Press. Google Scholar
- Osogami, T. (2005). Analysis of multiserver systems via dimensionality reduction of Markov chains. Ph.D. thesis, School of Computer Science, Carnegie Mellon University. Google Scholar
- Palm, C. (1943). Intensitätsschwankungen im Fernsprechverkehr. Ericsson Technics, 44, 1–89. Google Scholar
- Tian, N., & Zhang, Z. (2006). Vacation queueing models. New York: Springer. Google Scholar