Optimal Scheduling of Proactive Service with Customer Deterioration and Improvement
Optimal Scheduling of Proactive Service with Customer Deterioration and Improvement
复制标题
DOI：
10.1287/mnsc.2021.3992
复制
发表时间：
2021-12
期刊：
影响因子：
--
通讯作者：
Yue Hu;Carri W. Chan;Jing Dong
中科院分区：
文献类型：
--
作者：
Yue Hu;Carri W. Chan;Jing Dong
服务系统通常是资源有限的环境，其中稀缺的容量被保留给最紧急的客户。然而，当不那么紧急的客户在等待时可能变得紧急时，对使用主动服务的兴趣越来越大。一方面，当客户不太紧急时为他们提供服务可能意味着需要更少的资源来满足他们的服务要求。另一方面，为将来可能永远不需要服务的客户使用有限的容量会从现在需要服务的其他更紧急的客户那里夺走容量。为了理解这种紧张局势，我们提出了一个多服务器的排队模型，两个客户类：温和和紧急。我们允许客户在等待期间转换课程。在这种情况下，我们的特点是如何温和和紧急的客户应优先服务时，积极主动的服务，温和的客户是一个选项。我们确定了一个指数，修改后的[公式：见正文]-指数，它在确定最优调度策略中起着重要的作用。该指数有助于直观地解释如何平衡持有成本，服务时间，放弃和客户类别之间的转换。本文被接受的大卫Simchi-Levi，随机模型和模拟。
Service systems are typically limited resource environments where scarce capacity is reserved for the most urgent customers. However, there has been a growing interest in the use of proactive service when a less urgent customer may become urgent while waiting. On one hand, providing service for customers when they are less urgent could mean that fewer resources are needed to fulfill their service requirement. On the other hand, using limited capacity for customers who may never need the service in the future takes the capacity away from other more urgent customers who need it now. To understand this tension, we propose a multiserver queueing model with two customer classes: moderate and urgent. We allow customers to transition classes while waiting. In this setting, we characterize how moderate and urgent customers should be prioritized for service when proactive service for moderate customers is an option. We identify an index, the modified [Formula: see text]-index, which plays an important role in determining the optimal scheduling policy. This index lends itself to an intuitive interpretation of how to balance holding costs, service times, abandonments, and transitions between customer classes. This paper was accepted by David Simchi-Levi, stochastic models and simulation.