A set of agents with possibly different waiting costs have to receive the same service one after theother. Efficiency requires to maximize total welfare. Equity requires to at least treat equal agentsequally. One must form a queue, set up monetary transfers to compensate agents having to...

In this paper, we present a bounding methodology that allows to compute a tight lower boundon the cycle time of fork--join queueing networks with blocking and with general service timedistributions. The methodology relies on two ideas. First, probability masses fitting (PMF)discretizes the...

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

In this paper we introduce multi-server queueing systems that can be considered as extensions of conventional M/M/s queue to fractional number of servers. We show that the extended Erlang's delay function can be used to calculate delay probabilities for such systems. This approach enables the...

We report an empirical analysis of the responses of the supply and demand for secondary care to waiting list size and waiting times. Whereas previous empirical analyses have used data aggregated to area level, our analysis is novel in that it focuses on the supply responses of a single hospital...

Hintergrund: In Deutschland werden die Wartezeiten auf medizinische Dienstleistungen öffentlich und ordnungspolitisch immer wieder problematisiert. Dies gilt vor allem für den niedergelassenen Ärztebereich. In der vorliegenden Arbeit wird erstmalig der akutstationäre Sektor analysiert....

Von Lichtsignalsteuerungen, die vorrangig auf das lokale Verkehrsgeschehen vor Ort reagieren, sind einerseits positive verkehrliche Wirkungen zu erwarten. Eine ausgewogene ÖV-Beschleunigung gehören ebenso dazu wie eine flexible Kolonnenführung in Form dynamischer Grüner Wellen. Andererseits...

A group of agents are waiting for their job to be processed in a facility. We assume that each agent needs the same amount of processing time and incurs waiting costs. The facility has two parallel servers, being able to serve two agents at a time. We are interested in finding the order to serve...

Results from classic queueing theory are shown to be useful for capacity planning of largescale multi-server systems. In the field of mainframe systems on-line monitoring and dynamic workload management care for the fulfilment of short-term performance goals with respect to service class...