Shi, Jing; Erdem, Ergin; Peng, Yidong; Woodbridge, Peter; … - In: International Journal of Operations & Production Management 35 (2015) 8, pp. 1098-1124
Purpose – Telephone response system is the frontline of hospital operations. The purpose of this paper is to analyze a … representative telephone response system of Veterans Affairs (VA) hospitals, address the existing inefficiency issues such as long … approach to analyze the operations of a VA telephone response system. The developed simulation model is validated, and this …