Design and evaluation of overloaded service systems with skill based routing, under FCFS policies

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We study an overloaded service system with servers of types S={s1,…,sJ}, serving customers of types C={c1,…,cI} under FCFS. Customers arrive in Poisson streams, join the queue and then abandon or get served. Service is skill based, which is described by a compatibility graph G, where (i,j)¿G if server type sj is trained to serve customer type ci. The service duration depends on both server and customer type. This system is motivated by applications in areas as diverse as manufacturing, call centers, housing assignment, health care, data servers and online retailers. At this level of generality, the design in terms of staffing and cross-training decisions is a challenging problem. Based on recent results in and and on some asymptotic assumptions, we propose an algorithm to determine, for given data, the required levels of staffing to meet target levels of service quality and labor division. The algorithm is validated through a systematic simulation study, showing that it is remarkably robust and accurate. As such, we believe that the algorithm will prove to be useful in aiding the design and effective operation of complex systems with skill based routing. Keywords: Service system; First come first served policy; Multi type customers and servers; Infinite bipartite matching; Matching rates; Overloaded queues; Skill-based routing
Originele taal-2Engels
Pagina's (van-tot)873-888
Aantal pagina's16
TijdschriftPerformance Evaluation
Volume70
Nummer van het tijdschrift10
DOI's
StatusGepubliceerd - 2013

Vingerafdruk

Routing
Servers
Server
Customers
Evaluation
Queue
Bipartite Matching
Call Centres
Multitype
Health care
Healthcare
Compatibility
Join
Quality of Service
Large scale systems
Division
Complex Systems
Siméon Denis Poisson
Quality of service
Assignment

Citeer dit

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title = "Design and evaluation of overloaded service systems with skill based routing, under FCFS policies",
abstract = "We study an overloaded service system with servers of types S={s1,…,sJ}, serving customers of types C={c1,…,cI} under FCFS. Customers arrive in Poisson streams, join the queue and then abandon or get served. Service is skill based, which is described by a compatibility graph G, where (i,j)¿G if server type sj is trained to serve customer type ci. The service duration depends on both server and customer type. This system is motivated by applications in areas as diverse as manufacturing, call centers, housing assignment, health care, data servers and online retailers. At this level of generality, the design in terms of staffing and cross-training decisions is a challenging problem. Based on recent results in and and on some asymptotic assumptions, we propose an algorithm to determine, for given data, the required levels of staffing to meet target levels of service quality and labor division. The algorithm is validated through a systematic simulation study, showing that it is remarkably robust and accurate. As such, we believe that the algorithm will prove to be useful in aiding the design and effective operation of complex systems with skill based routing. Keywords: Service system; First come first served policy; Multi type customers and servers; Infinite bipartite matching; Matching rates; Overloaded queues; Skill-based routing",
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Design and evaluation of overloaded service systems with skill based routing, under FCFS policies. / Adan, I.J.B.F.; Boon, M.A.A.; Weiss, G.

In: Performance Evaluation, Vol. 70, Nr. 10, 2013, blz. 873-888.

Onderzoeksoutput: Bijdrage aan tijdschriftTijdschriftartikelAcademicpeer review

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