Overloaded Queuing Systems: Service Capacity Allocation and Incentive Issues

超载的排队系统：服务能力分配和激励问题

• 批准号: 436156-2013
• 负责人: Ding, Yichuan
• 金额: $ 1.89万
• 依托单位: University of British Columbia
• 依托单位国家: 加拿大
• 项目类别: Discovery Grants Program - Individual
• 财政年份: 2014
• 资助国家: 加拿大
• 起止时间: 2014-01-01 至 2015-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=553007
• 关键词: Overloaded; Queuing; Systems; Service; Capacity

Service capacity in units such as call centers or health clinics, typically cannot meet the demand. As a result, some customers end up abandoning queues intentionally or passively without being served. A queuing system with a demand that is larger than the service capacity is said to be overloaded. By acknowledging the fact that only a proportion of customers acquire service, the major decision facing an overworked service provider is to develop a system that assigns priority. Since the attributes of customers and servers, and their interactions may not be homogenous, the First-In-First-Out (FIFO) discipline may not suit every situation. For example, a gravely ill person will take precedence over someone else in a hospital waiting room. In such cases, service providers may compromise the FIFO rule in the interests of efficiency metrics, such as health and revenue.

呼叫中心或健康诊所等单位的服务能力通常无法满足需求。结果，一些客户最终故意或被动地放弃队列而没有被送达。需求大于服务能力的排队系统被据说超载。通过承认只有一部分客户获得服务的事实，劳累过度服务提供商面临的主要决定是开发一个分配优先级的系统。由于客户和服务器的属性及其互动可能不是同质的，因此第一（FIFO）学科可能不适合每种情况。例如，一个严重的病人将优先于医院候诊室的其他人。在这种情况下，服务提供商可能会为效率指标（例如健康和收入）的利益而损害FIFO规则。