Queueing Approaches to Appointment System Design Public Deposited

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  • March 19, 2019
  • Luo, Jianzhe
    • Affiliation: College of Arts and Sciences, Department of Computer Science
  • We develop useful queueing models to analyze appointment-based service systems. There are many factors that make appointment scheduling in service systems extremely complex. For example, scheduled customers may not arrive on time or show up at all, customers with different priorities may have conflict of service access, service may last shorter or longer than expected, and so on. These kinds of uncertainties make stochastic modeling a perfect tool to be used to analyze and improve the performance of such systems. The objective of our research is to identify appointment scheduling policies that balance the utilization of expensive service resources and customer waiting. We specifically consider two problems that have been commonly observed in practice but received little attention from the past appointment-scheduling literature. The first problem is how to schedule appointments when scheduled services may be interrupted by service requests with higher priority. We generate the optimal scheduling policies under various scenarios: finite and infinite time horizon, equally spaced and non-equally spaced scheduling, constant and time-dependent interruption rate, and preemptive and non-preemptive service interruptions. In the second problem, we consider the appointment system as two queues in tandem: the appointment queue followed by the service queue. The customers join the appointment queue when they call for an appointment, stay there (not physically) until the appointment time comes, and then leave the appointment queue and physically join the service queue, and wait there until served. We explicitly capture the dependence between these two queues and derive important performance measures of interest, such as service utilization and customer long-run average waiting times in both queues.
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  • In Copyright
  • Kulkarni, Vidyadhar
  • Doctor of Philosophy
Graduation year
  • 2012

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