We investigate the benefits of migrating from a call center, where all agents are pooled and customers are treated indifferently by any agent, toward a call center where customers are grouped into clusters with dedicated teams of agents. Each cluster is referred to as a portfolio. Customers of...

Process reengineering advocates making radical changes in how processing systems are structured, such as moving away from systems that use the principles of division of labor and division of management. Using formal system models from queueing theory, this paper explores the conditions under...

The authors examine the effect of a hospital's objective (i.e., non-profit versus for-profit) in hospital markets for elective care. Using game-theoretic analysis and queueing models to capture the operational performance of hospitals, they compare the equilibrium behavior of three market...

We focus on architectures with limited flexibility for multi-skill call centers. The context is that of call centers with asymmetric parameters: unbalanced workload, different service requirements, a predominant customer type, unbalanced abandonments and high costs of cross-training. The most...

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...