A survey on skill-based routing with applications to service operations management
A survey on skill-based routing with applications to service operations management
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DOI：
10.1007/s11134-020-09669-5
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发表时间：
2020-10-04
期刊：
影响因子：
1.2
通讯作者：
Shi, Pengyi
中科院分区：
文献类型：
--
作者：
Chen, Jinsheng;Dong, Jing;Shi, Pengyi
服务系统通常具有具有不同服务需求的多类客户和具有不同技能的多个服务器池。如何有效地匹配不同类别的客户与不同技能的服务器是这些系统的管理非常重要。在这项调查中，我们审查工作的技能为基础的路由队列。我们首先总结了文献中关于路由/调度政策的关键见解。然后，我们讨论了现代服务运营管理问题，特别是医疗保健系统带来的并发症。这些并发症刺激了越来越多的新的建模和分析工具的文献。最后，我们提供了额外的数值实验，以突出从医院病人流量管理的路由问题的复杂性，并提供一些有用的直觉，在实践中开发良好的基于技能的路由策略。我们的目标是提供基于技能的路由研究景观的简要概述，并帮助产生有趣的研究思路。
Service systems often feature multiple classes of customers with different service needs and multiple pools of servers with different skillsets. How to efficiently match customers of different classes with servers of different skillsets is of great importance to the management of these systems. In this survey, we review works on skill-based routing in queues. We first summarize key insights on routing/scheduling policies developed in the literature. We then discuss complications brought by modern service operations management problems, particularly healthcare systems. These complications stimulate a growing body of literature on new modeling and analysis tools. Lastly, we provide additional numerical experiments to highlight the complex nature of a routing problem motivated from hospital patient-flow management, and provide some useful intuition to develop good skill-based routing policies in practice. Our goal is to provide a brief overview of the skill-based routing research landscape and to help generate interesting research ideas.