Service Operations Management

服务运营管理

• 批准号: RGPIN-2019-04355
• 负责人: Ingolfsson, Armann
• 金额: $ 2.37万
• 依托单位: University of Alberta
• 依托单位国家: 加拿大
• 项目类别: Discovery Grants Program - Individual
• 财政年份: 2021
• 资助国家: 加拿大
• 起止时间: 2021-01-01 至 2022-12-31
• 项目状态: 已结题
• 来源: https://www.nserc-crsng.gc.ca/ase-oro/Details-Detailles_eng.asp?id=737578
• 关键词: Service; Operations; Management

This research  will investigate statistical and mathematical models to inform planning and management of systems of waiting lines in general and emergency medical services (EMS) systems in particular.  We will investigate methods to forecast EMS call volumes over time and space, the way in which system load impacts the time paramedics spend at the scene of an emergency and whether they transport the patient to a hospital, and methods to balance EMS load across the emergency departments in a city.  At a more general level, I will formulate and analyse mathematical models of waiting lines that incorporate recent empirical findings indicating that customers and servers adapt their behaviour in response to changes in load.  For example, servers initially speed up as load increases but eventually slow down due to fatigue if load remains high for an extended period.  As another example, servers might change their behaviour towards the end of their shift.  I will also study the process of translating empirical findings into tractable mathematical models that can be used to support planning. At an academic level, this research program will contribute to the fields of operations research, operations management in the healthcare and service sectors, and EMS planning and management.  It will address fundamental issues regarding the interplay between empirical studies of queueing systems, which quantify how mean service times depend on various factors, and mathematical models of queueing systems, which are formulated in terms of service rates. At a practical level, this research will contribute to the development of improved planning methods for EMS systems and other service systems. Patients receiving emergency care in particular and customers receiving service in general, in Canada and elsewhere, will benefit from planning that matches supply and demand more effectively and efficiently.

本研究将调查统计和数学模型，以告知一般排队系统和紧急医疗服务（EMS）系统的规划和管理。我们将调查预测EMS呼叫量随时间和空间变化的方法，系统负载如何影响护理人员在紧急情况现场花费的时间以及他们是否将患者送往医院，和方法，以平衡EMS负荷在整个紧急部门在一个城市。在更一般的水平，我将制定和分析数学模型的等待线，结合最近的实证研究结果表明，客户和服务器调整他们的行为，以响应负载的变化。例如，服务器最初随着负载增加而加速，但如果负载长时间保持高负载，则由于疲劳而最终减慢。作为另一个示例，服务员可能会在轮班结束时改变他们的行为。2我还将研究将经验发现转化为可用于支持规划的易处理的数学模型的过程。在学术层面上，本研究项目将为运筹学、医疗服务领域的运营管理、EMS的规划管理等领域做出贡献。本研究项目将解决关于量化平均服务时间与各种因素之间关系的实证研究和以服务率为基础的数学模型之间的相互作用的基本问题。在实践层面上，本研究将有助于EMS系统和其他服务系统的改进规划方法的发展。在加拿大和其他地方，特别是接受紧急护理的病人和一般接受服务的顾客，将从更有效和更高效地匹配供需的规划中受益。