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A new appointment rule for a single‐server, multiple‐customer service system

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  • Kum Khiong Yang
  • Mun Ling Lau
  • Ser Aik Quek

Abstract

This paper proposes a new appointment rule for the single‐server, multiple‐customer service system. Unlike previous appointment rules, which perform well only in specific service environments, the new rule can be parameterized to perform well in different service environments. The new appointment rule is presented as a mathematical function of four environmental parameters, namely, the coefficient of variation of the service time, the percentage of customers' no‐shows, the number of appointments per service session, and the cost ratio between the server's idle and customers' waiting cost per unit time. Once the values of these environmental parameters are estimated, the new appointment rule can be parameterized to perform well. The results show that new rule performs either as well as or better than existing appointment rules in a wide range of service environments. © 1998 John Wiley & Sons, Inc. Naval Research Logistics 45: 313–326, 1998

Suggested Citation

  • Kum Khiong Yang & Mun Ling Lau & Ser Aik Quek, 1998. "A new appointment rule for a single‐server, multiple‐customer service system," Naval Research Logistics (NRL), John Wiley & Sons, vol. 45(3), pages 313-326, April.
    • Handle: RePEc:wly:navres:v:45:y:1998:i:3:p:313-326
    DOI: 10.1002/(SICI)1520-6750(199804)45:33.0.CO;2-A
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    References listed on IDEAS

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    1. Chrwan-Jyh Ho & Hon-Shiang Lau, 1992. "Minimizing Total Cost in Scheduling Outpatient Appointments," Management Science, INFORMS, vol. 38(12), pages 1750-1764, December.
    2. A. Soriano, 1966. "Comparison of Two Scheduling Systems," Operations Research, INFORMS, vol. 14(3), pages 388-397, June.
    3. Vissers, J. & Wijngaard, J., 1979. "The outpatient appointment system: Design of a simulation study," European Journal of Operational Research, Elsevier, vol. 3(6), pages 459-463, November.
    4. Norman T. J. Bailey, 1954. "Queueing for Medical Care," Journal of the Royal Statistical Society Series C, Royal Statistical Society, vol. 3(3), pages 137-145, November.
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    Cited by:

    1. Tugba Cayirli & Kum Khiong Yang & Ser Aik Quek, 2012. "A Universal Appointment Rule in the Presence of No‐Shows and Walk‐Ins," Production and Operations Management, Production and Operations Management Society, vol. 21(4), pages 682-697, July.
    2. Kuiper, Alex & de Mast, Jeroen & Mandjes, Michel, 2021. "The problem of appointment scheduling in outpatient clinics: A multiple case study of clinical practice," Omega, Elsevier, vol. 98(C).
    3. Soltani, Mohamad & Samorani, Michele & Kolfal, Bora, 2019. "Appointment scheduling with multiple providers and stochastic service times," European Journal of Operational Research, Elsevier, vol. 277(2), pages 667-683.

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