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An advanced queueing model to analyze appointment-driven service systems

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  • S. Creemers

    (UMR CNRS 8179 - Université de Lille, Sciences et Technologies - CNRS - Centre National de la Recherche Scientifique)

  • M. Lambrecht

Abstract

Many service systems are appointment-driven. In such systems, customers make an appointment and join an external queue (also referred to as the "waiting list"). At the appointed date, the customer arrives at the service facility and receives service. Important measures of interest include the size of the waiting list as well as the time spent in the waiting list. We develop a model to assess these performance measures. The model may be used to support strategic decisions concerning server capacity (e.g. how often should a server be online, how many customers should be served during each service session, etc.). The model is a vacation model that uses efficient algorithms and matrix analytical techniques to obtain waiting list performance measures

Suggested Citation

  • S. Creemers & M. Lambrecht, 2009. "An advanced queueing model to analyze appointment-driven service systems," Post-Print hal-00800200, HAL.
    • Handle: RePEc:hal:journl:hal-00800200
    DOI: 10.1016/j.cor.2008.12.008
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    Cited by:

    1. Haughton, Michael & Sapna Isotupa, K.P., 2012. "Scheduling commercial vehicle queues at a Canada–US border crossing," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(1), pages 190-201.
    2. Xuanzhu Fan & Jiafu Tang & Chongjun Yan, 2020. "Appointment scheduling optimization with two stages diagnosis for clinic outpatient," Computational Statistics, Springer, vol. 35(2), pages 469-490, June.
    3. De Vuyst, Stijn & Bruneel, Herwig & Fiems, Dieter, 2014. "Computationally efficient evaluation of appointment schedules in health care," European Journal of Operational Research, Elsevier, vol. 237(3), pages 1142-1154.
    4. Elvan Gökalp & Nalan Gülpınar & Xuan Vinh Doan, 2020. "Capacity Planning for Networks of Stem‐Cell Donation Centers under Uncertainty," Production and Operations Management, Production and Operations Management Society, vol. 29(2), pages 281-297, February.
    5. Creemers, Stefan & Beliën, Jeroen & Lambrecht, Marc, 2012. "The optimal allocation of server time slots over different classes of patients," European Journal of Operational Research, Elsevier, vol. 219(3), pages 508-521.
    6. Creemers, Stefan & Lambrecht, Marc R. & Beliën, Jeroen & Van den Broeke, Maud, 2021. "Evaluation of appointment scheduling rules: A multi-performance measurement approach," Omega, Elsevier, vol. 100(C).

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