Purpose – The purpose of this paper is to develop a novel model of a call center that must treat calls with distinctly different service depending on whether they orginate from VIP or regular customers. VIP calls must be responded to immediately but regular calls can be routed to a retrial...

We propose an optimal schedule for multiple classes of arrivals in a queueing system consisting of queues in tandem. The arrival process for each class is Poisson with different rates, and the service times are constant. A theoretical result is presented by Linear Programming of sample-path...

Understanding the behavior of an idle time of a limited resource is the key to increase productivity in service operations. When the system consists of nonexponential properties of time distributions it becomes difficult to provide results for the general case. We derive the MacLaurin series for...

We propose an optimal schedule for multiple classes of arrivals in a queueing system consisting of queues in tandem. The arrival process for each class is Poisson with different rates, and the service times are constant. A theoretical result is presented by Linear Programming of sample-path...