Staffing a service system with appointment-based customer arrivals
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Chung, Kwanghun | - |
dc.contributor.author | Min, Daiki | - |
dc.date.accessioned | 2021-11-11T02:42:25Z | - |
dc.date.available | 2021-11-11T02:42:25Z | - |
dc.date.created | 2021-10-25 | - |
dc.date.issued | 2014-10 | - |
dc.identifier.issn | 0160-5682 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/hongik/handle/2020.sw.hongik/16577 | - |
dc.description.abstract | Appointment systems are widely used to facilitate customers' access to services in many industries such as healthcare. A number of studies have taken a queueing approach to analyse service systems and facilitate managerial decisions on staffing requirements by assuming independent and stationary customer arrivals. This paper is motivated by the observation that the queueing-based method shows relatively poor performance when customers arrive according to their appointment times. Because customer arrivals are dependent on their appointment times, this study, unlike queueing-based methods, conducts a detailed analysis of appointment-based customer arrivals instead of making steady-state assumptions. We develop a new model that captures the characteristics of appointment-based customer arrivals and computes the probability of transient system states. Through the use of this model, which relaxes stationary and independent assumptions, we propose a heuristic algorithm that determines staffing requirements with aims to minimizing staff-hours while satisfying a target service level. The simulation results show that the proposed method outperforms the queueing-based method. | - |
dc.language | 영어 | - |
dc.language.iso | en | - |
dc.publisher | PALGRAVE MACMILLAN LTD | - |
dc.subject | HEALTH-CARE | - |
dc.subject | NO-SHOWS | - |
dc.subject | MODEL | - |
dc.subject | REQUIREMENTS | - |
dc.title | Staffing a service system with appointment-based customer arrivals | - |
dc.type | Article | - |
dc.contributor.affiliatedAuthor | Chung, Kwanghun | - |
dc.identifier.doi | 10.1057/jors.2013.110 | - |
dc.identifier.scopusid | 2-s2.0-84906872192 | - |
dc.identifier.wosid | 000341787700007 | - |
dc.identifier.bibliographicCitation | JOURNAL OF THE OPERATIONAL RESEARCH SOCIETY, v.65, no.10, pp.1533 - 1543 | - |
dc.relation.isPartOf | JOURNAL OF THE OPERATIONAL RESEARCH SOCIETY | - |
dc.citation.title | JOURNAL OF THE OPERATIONAL RESEARCH SOCIETY | - |
dc.citation.volume | 65 | - |
dc.citation.number | 10 | - |
dc.citation.startPage | 1533 | - |
dc.citation.endPage | 1543 | - |
dc.type.rims | ART | - |
dc.type.docType | Article | - |
dc.description.journalClass | 1 | - |
dc.description.journalRegisteredClass | scie | - |
dc.description.journalRegisteredClass | ssci | - |
dc.description.journalRegisteredClass | scopus | - |
dc.relation.journalResearchArea | Business & Economics | - |
dc.relation.journalResearchArea | Operations Research & Management Science | - |
dc.relation.journalWebOfScienceCategory | Management | - |
dc.relation.journalWebOfScienceCategory | Operations Research & Management Science | - |
dc.subject.keywordPlus | HEALTH-CARE | - |
dc.subject.keywordPlus | NO-SHOWS | - |
dc.subject.keywordPlus | MODEL | - |
dc.subject.keywordPlus | REQUIREMENTS | - |
dc.subject.keywordAuthor | service system | - |
dc.subject.keywordAuthor | staffing requirements | - |
dc.subject.keywordAuthor | appointment-based customer arrival | - |
dc.subject.keywordAuthor | heuristic algorithm | - |
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