In a multi-location, exchangeable-item repair system with spares, the expected waiting time and the fill rate measures are oftentimes used as the optimization criteria for the spares allocation problem. These measures, however, do not take into account that customers will tolerate a reasonable delay and therefore, the firm does not incur reputation costs if customers wait less than their tolera...

OPTIMAL SPLITTING OF RENEWAL INPUT PROCESS TO A QUEUEING SYSTEM AND ITS APPLICATION TO A NETWORK Masao Mori Tokyo Institute of Technology Hiroshi Shirakawa Tokyo Institute of Technology (Received July 22, 1987; Revised October 30, 1987) Suppose customers over fraction p should be allocated to a single server queueing system by splitting a given input stream. In this paper we fust show that the ...

Customers consider a reliable and on-time last mile delivery in Omni-channel business as important as price and good’s quality. We focus on minimizing the waiting time for customers and carriers in last mile delivery. We model the problem as an optimization problem and develop Genetic Algorithm to solve it.

In business decision-making, the queuing system is one of options employed to satisfy demands a particular service for resource needs. The theory has been used successfully by various industries. There are many types systems that can predict waiting times and queue lengths. First Out (FIFO) algorithm works like principle, where first customer arrive served first. To mitigate negative effects wa...

For recurrent service providers (fast-food, entertainment, medical care,...), retaining loyal customers is obviously a key issue. The customers’ loyalty essentially depends on their service satisfaction defined via an ad-hoc utility function. Among several criteria, the utility function strongly depends on the past perceived waiting time. Moreover, the patience that customers consent to allow i...

This paper studies a continuous time queueing system with multiple types of customers and a first-come-first-served service discipline. Customers arrive according to a semi-Markov arrival process and the service times of individual types of customers have PH -distributions. A GI /M /1 type Markov process for a generalized age process of batches of customers is constructed. The stationary distri...

In this paper, we explore the impact of delay announcements using an empirical approach by analyzing the data from a medium-sized call center. We first explore the question of whether delay announcements impact customers’ behavior using a nonparametric approach. The answer to this question appears to be ambiguous. We thus turn to investigate the fundamental mechanism by which delay announcement...

In many service systems, customers are not served in the order they arrive, but according to a priority scheme that ranks them with respect to their relative “importance.” However, it may not be an easy task to determine the importance level of customers, especially when decisions need to be made under limited information. A typical example is from health care: When triage nurses classify patie...