Fundamentals of Service Systems pp 217-260 | Cite as

# Service Optimization

- 2.7k Downloads

## Abstract

This chapter provides an overview of Operations Research and its mathematical models for planning problems arising in the area of services. For a better understanding, a basic introduction into the field of Operations Research is given. Different examples from service areas are presented. Several methods for solving the mathematical problems are discussed. In addition, the optimization software called IBM ILOG CPLEX Optimization Studio is presented that can be used to determine an optimal solution for a mathematical problem. The use of simulation in the area of Operations Research is also discussed and the software AnyLogic is used to provide examples.

## Keywords

Operation Research Travel Salesman Problem Vehicle Route Problem Demand Node Appointment Rule## References

- 1.Butchers R et al (2001) Optimized crew scheduling at air New Zealand. Interfaces 31(1):30–56CrossRefGoogle Scholar
- 2.Justesen T (2015) Check-in counter allocation. http://www.gurobi.com/pdf/copenhagen-case-study-counter-low-res.pdf. Accessed on 12 Jan 2015
- 3.Justesen T (2015) Stand and gate allocation. http://www.gurobi.com/pdf/copenhagen-case-study-aircraft-low-res.pdf. Accessed on 12 Jan 2015
- 4.Cook T (2015) Presidential portrait. Accessed on 12 Jan 2015Google Scholar
- 5.OR-Champions (2015) Operational research and the science of better. Accessed on 12 Jan 2015Google Scholar
- 6.Daskin M (2010) Service science: service operations for managers and engineers. Wiley-Blackwell, Chichester. ISBN:978-0-470-52588-3; 0-470-52588-6Google Scholar
- 7.Dantzig G (1963) Linear programming and extensions. Rand Corporation, Santa Monica, pp 94–104zbMATHGoogle Scholar
- 8.Schrijver A (2000) Theory of linear and integer programming. Wiley-Interscience series in discrete mathematics and optimization. Wiley, Chichester. ISBN:0-471-98232-6; 978-0-471-98232-6Google Scholar
- 9.Hillier F (2010) In: Lieberman G (ed) Introduction to operations research, vol 9. McGraw-Hill, New York. ISBN:978-0-07-337629-5; 0-07-337629-9; 0-07-126767-0; 978-0-07-126767-0Google Scholar
- 10.Birge JR (2011) Introduction to stochastic programming. In: Louveaux F (ed) Springer series in operations research and financial engineering. Springer, New York. ISBN:978-1-461-40237-4CrossRefGoogle Scholar
- 11.Ben-Tal A, El Ghaoui L, Nemirovskij A (2009) Robust optimization. Princeton series in applied mathematics. Princeton University Press, Princeton. ISBN:978-0-691-14368-2; 0-691-14368-4Google Scholar
- 12.Gross J (ed) (2004) Handbook of graph theory. Discrete mathematics and its applications. CRC Press, Boca Raton. ISBN:1-58488-090-2zbMATHGoogle Scholar
- 13.Lakatos L, Szeidl L, Telek M (2012) Introduction to queueing systems with telecommunication applications. Springer, BerlinGoogle Scholar
- 14.Haviv M (2013) Queues: a course in queueing theory. International series in operations research and management science. Springer, New York. ISBN:978-1-461-46765-6CrossRefGoogle Scholar
- 15.Law A (2015) Simulation modeling and analysis. McGraw-Hill Education, New York. ISBN: 1-259-25438-0Google Scholar
- 16.Borshchev A (2013) The big book of simulation modeling: multimethod modeling with AnyLogic 6. AnyLogic North America, Lisle. ISBN:978-0-9895731-7-7Google Scholar
- 17.Dantzig G (1951) Maximization of a linear function of variables subject to linear inequalities. Cowles Commission Monograph No. 13, pp 339–347MathSciNetGoogle Scholar
- 18.Gass S, Fu M (2013) Encyclopedia of operations research and management science. Springer, New York, p 131CrossRefGoogle Scholar
- 19.Vanderbei R (2001) Linear programming. In: Foundations and extensions. International series in operations research and management science, vol 37. Springer, New YorkGoogle Scholar
- 20.Land AH, Doig AG (1960) An automatic method of solving discrete programming problems. Econometrica J Eco Soc 28:497–520CrossRefMathSciNetzbMATHGoogle Scholar
- 21.Osman IH, Laporte G (1996) Metaheuristics: a bibliography. Ann Oper Res 63:513–623CrossRefMathSciNetzbMATHGoogle Scholar
- 22.Nelson B (2013) Foundations and methods of stochastic simulation: a first course. International series in operations research and management science. Springer, Boston. ISBN:978-1-461-46160-9CrossRefGoogle Scholar
- 23.Domschke W, Drexl A (2007) Einfuhrung in Operations Research: mit 63 Tabellen. Springer-Lehrbuch. Springer, Berlin. ISBN:978-3-540-70948-0; 978-3-540-23431-9Google Scholar
- 24.Shippert R (2005) A study of time-dependent operating room fees and how to save $ 100,000 by using time-saving products. Am J Cosmet Surg 22(1):25–34Google Scholar
- 25.Abouleish A et al (2003) Labor costs incurred by Anesthesiology groups because of operating rooms not being allocated and cases not being scheduled to maximize operating room efficiency. Anesth Analg 96(4):1109–1113CrossRefGoogle Scholar
- 26.Garey M, Johnson D (2008) Computers and intractability: a guide to the theory of NP-completeness. Freeman, New York. ISBN:0-7167-1045-5; 978-0-7167-1044-8Google Scholar
- 27.Bramel J, Simchi-Levi D (1997) The logic of logistics. Springer, New York. ISBN:978-1-4684-9311-5CrossRefzbMATHGoogle Scholar
- 28.Dunke F (2014) Online optimization with lookahead. Ph.D. thesis, Karlsruhe, KIT, Diss.,Google Scholar
- 29.Laporte G, Nickel S, da Gama FS (eds) (2015) Location science, vol 145. Springer, New York. ISBN:978-331-91311-1-5Google Scholar
- 30.Toregas C et al (1971) The location of emergency service facilities. Oper Res 19(6):1363–1373CrossRefzbMATHGoogle Scholar
- 31.Church R, Velle C (1974) The maximal covering location problem. Pap Reg Sci 32(1):101–118CrossRefGoogle Scholar
- 32.Hakimi S (1964) Optimum location of switching centers and the absolute centers and medians of a graph. Oper Res 12:450–459CrossRefzbMATHGoogle Scholar
- 33.Menger K (1932) Das Botenproblem. In: Menger K (ed) Ergebnisse eines Mathematischen Kolloquiums, vol 2. Teubner, Leipzig, pp 11–12Google Scholar
- 34.Toth P, Vigo D (2001) The vehicle routing problem. SIAM, Philadelphia. ISBN:0-89871-498-2; 0-89871-579-2Google Scholar
- 35.Dantzig G, Ramser J (1959) The truck dispatching problem. Manag Sci 6(1):80–91CrossRefMathSciNetzbMATHGoogle Scholar
- 36.Clarke GU, Wright JW (1964) Scheduling of vehicles from a central depot to a number of delivery points. Oper Res 12(4):568–581CrossRefGoogle Scholar
- 37.Grunert T, Irnich S (2005) Optimierung im Transport. Wege und Touren, vol 2. Shaker, Aachen. ISBN:3-8322-4515-4Google Scholar
- 38.Cayirli T, Veral E (2009) Outpatient scheduling in health care: a review of literature. Prod Oper Manag 12(4):519–549CrossRefGoogle Scholar
- 39.Stone A (2012) Why waiting is torture. The New York Times, Sunday ReviewGoogle Scholar