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: 2016
• 资助国家: 加拿大
• 起止时间: 2016-01-01 至 2017-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=596868
• 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.

呼叫中心或诊所等单位的服务能力通常无法满足需求。因此，一些客户最终故意或被动地放弃队列而得不到服务。一个排队系统的需求大于服务能力，称为超载。由于认识到只有一部分客户获得服务的事实，过度工作的服务提供商面临的主要决策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交互可能不是同质的，因此先进先出（FIFO）原则可能并不适合所有情况。例如，在医院候诊室里，一个重病患者将优先于其他人。在这种情况下，服务提供商可能会为了效率指标（如健康和收入）而妥协FIFO规则。