Empirical studies showed that many types of network traffic exhibit long-range dependence (LRD),i.e., burstiness on a wide variety of time-scales. Given that traffic streams are indeed endowed withLRD properties, a next question is: what is their impact on network performance? To assess...

We consider a queue fed by a large number, say n, of on-off sources with generally distributed on-and off-times. The queueing resources are scaled by n: the buffer is B=nb and link rate is C=nc.The model is versatile: it allows us to model both long range dependent traffic (by using heavy-tailed...

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...

We exploit a unique field experiment to recover the willingness to pay (WTP) for shorter waiting times at a cataract detection clinic in Mexico City, and compare the results with those obtained through a hypothetical dichotomous choice questionnaire. The WTP to avoid a minute of wait obtained...

In this article, a special case of two coupled M/G/1-queues is considered, where two servers are exposed to two types of jobs that are distributed among the servers via a random switch. In this model, the asymptotic behavior of the workload buffer exceedance probabilities for the two single...

Parkinson's law states that work expands to fill the time available for its completion and that the number of administrators in an office is bound to increase over time. An unique laboratory to test Parkinson's ideas are vehicle registration offices in Germany. Using their data we found...

We consider a scheduling problem where a set of known jobs needs to be assigned to a set of given parallel resources such that the expected waiting time for a set of uncertain emergency jobs is kept as small as possible. On the basis of structural insights from queuing theory, we develop...

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...

This paper examines a stochastic model to determine optimal pricing, waiting time, output, and sizing decisions for service firms which compete on time in an uncertain environment. Sizing decisions concern optimal service capacity and maximum physical waiting room (with a given probability)....

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...