IDEAS home Printed from https://ideas.repec.org/a/eee/jomega/v28y2000i3p293-302.html
   My bibliography  Save this article

Using client-variance information to improve dynamic appointment scheduling performance

Author

Listed:
  • Rohleder, Thomas R.
  • Klassen, Kenneth J.

Abstract

Clients of services expect short waiting times and servers desire short periods of non-productive time. One of the areas where this is most important is appointment scheduling systems. Recent research has indicated that using information about clients' service time variability can simultaneously reduce waiting times and server idle time. In this study, a more realistic, dynamic appointment-scheduling environment is developed and used to analyze several scheduling rules. Additional complexities considered in this study include: continuously distributed service-time variances, special client appointment requests, and appointment-scheduler uncertainty. Results show that rules using client-variance information are still best at minimizing waiting time and idle time with the additional complexities. In fact, these rules perform best when client variance is large. However, on measures related to clients requesting specific appointment slots the results are not as clear cut. A key factor for these measures is the distribution of the desired slots. When the desired slots are near the end of the appointment scheduling period, traditional rules like first-call-first-appointment perform better on client appointment request measures.

Suggested Citation

  • Rohleder, Thomas R. & Klassen, Kenneth J., 2000. "Using client-variance information to improve dynamic appointment scheduling performance," Omega, Elsevier, vol. 28(3), pages 293-302, June.
    • Handle: RePEc:eee:jomega:v:28:y:2000:i:3:p:293-302
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0305-0483(99)00040-7
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kemper, Benjamin & Klaassen, Chris A.J. & Mandjes, Michel, 2014. "Optimized appointment scheduling," European Journal of Operational Research, Elsevier, vol. 239(1), pages 243-255.
    2. Van-Anh Truong, 2015. "Optimal Advance Scheduling," Management Science, INFORMS, vol. 61(7), pages 1584-1597, July.
    3. Siyun Yu & Vidyadhar G. Kulkarni & Vinayak Deshpande, 2020. "Appointment Scheduling for a Health Care Facility with Series Patients," Production and Operations Management, Production and Operations Management Society, vol. 29(2), pages 388-409, February.
    4. Agrawal, Deepak & Pang, Guodong & Kumara, Soundar, 2023. "Preference based scheduling in a healthcare provider network," European Journal of Operational Research, Elsevier, vol. 307(3), pages 1318-1335.
    5. Lara Wiesche & Matthias Schacht & Brigitte Werners, 2017. "Strategies for interday appointment scheduling in primary care," Health Care Management Science, Springer, vol. 20(3), pages 403-418, September.
    6. Xiuli Qu & Yidong Peng & Nan Kong & Jing Shi, 2013. "A two-phase approach to scheduling multi-category outpatient appointments – A case study of a women’s clinic," Health Care Management Science, Springer, vol. 16(3), pages 197-216, September.
    7. Shehadeh, Karmel S. & Cohn, Amy E.M. & Epelman, Marina A., 2019. "Analysis of models for the Stochastic Outpatient Procedure Scheduling Problem," European Journal of Operational Research, Elsevier, vol. 279(3), pages 721-731.
    8. Wen-Ya Wang & Diwakar Gupta, 2011. "Adaptive Appointment Systems with Patient Preferences," Manufacturing & Service Operations Management, INFORMS, vol. 13(3), pages 373-389, July.
    9. Pan, Xingwei & Geng, Na & Xie, Xiaolan & Wen, Jing, 2020. "Managing appointments with waiting time targets and random walk-ins," Omega, Elsevier, vol. 95(C).
    10. 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.
    11. Golmohammadi, Davood & Zhao, Lingyu & Dreyfus, David, 2023. "Using machine learning techniques to reduce uncertainty for outpatient appointment scheduling practices in outpatient clinics," Omega, Elsevier, vol. 120(C).
    12. 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).
    13. Yu Fu & Amarnath Banerjee, 2021. "A Stochastic Programming Model for Service Scheduling with Uncertain Demand: an Application in Open-Access Clinic Scheduling," SN Operations Research Forum, Springer, vol. 2(3), pages 1-32, September.
    14. Dogru, Ali K. & Melouk, Sharif H., 2019. "Adaptive appointment scheduling for patient-centered medical homes," Omega, Elsevier, vol. 85(C), pages 166-181.
    15. Deceuninck, Matthias & Fiems, Dieter & De Vuyst, Stijn, 2018. "Outpatient scheduling with unpunctual patients and no-shows," European Journal of Operational Research, Elsevier, vol. 265(1), pages 195-207.
    16. Jacob Feldman & Nan Liu & Huseyin Topaloglu & Serhan Ziya, 2014. "Appointment Scheduling Under Patient Preference and No-Show Behavior," Operations Research, INFORMS, vol. 62(4), pages 794-811, August.
    17. Kuiper, Alex & Mandjes, Michel, 2015. "Appointment scheduling in tandem-type service systems," Omega, Elsevier, vol. 57(PB), pages 145-156.
    18. Karmel S. Shehadeh & Amy E. M. Cohn & Ruiwei Jiang, 2021. "Using stochastic programming to solve an outpatient appointment scheduling problem with random service and arrival times," Naval Research Logistics (NRL), John Wiley & Sons, vol. 68(1), pages 89-111, February.
    19. 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.
    20. 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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tugba Cayirli & Pinar Dursun & Evrim D. Gunes, 2019. "An integrated analysis of capacity allocation and patient scheduling in presence of seasonal walk-ins," Flexible Services and Manufacturing Journal, Springer, vol. 31(2), pages 524-561, June.
    2. Ruiwei Jiang & Siqian Shen & Yiling Zhang, 2017. "Integer Programming Approaches for Appointment Scheduling with Random No-Shows and Service Durations," Operations Research, INFORMS, vol. 65(6), pages 1638-1656, December.
    3. Vink, Wouter & Kuiper, Alex & Kemper, Benjamin & Bhulai, Sandjai, 2015. "Optimal appointment scheduling in continuous time: The lag order approximation method," European Journal of Operational Research, Elsevier, vol. 240(1), pages 213-219.
    4. Xiuli Chao & Liming Liu & Shaohui Zheng, 2003. "Resource Allocation in Multisite Service Systems with Intersite Customer Flows," Management Science, INFORMS, vol. 49(12), pages 1739-1752, December.
    5. Shenghai Zhou & Yichuan Ding & Woonghee Tim Huh & Guohua Wan, 2021. "Constant Job‐Allowance Policies for Appointment Scheduling: Performance Bounds and Numerical Analysis," Production and Operations Management, Production and Operations Management Society, vol. 30(7), pages 2211-2231, July.
    6. Kemper, Benjamin & Klaassen, Chris A.J. & Mandjes, Michel, 2014. "Optimized appointment scheduling," European Journal of Operational Research, Elsevier, vol. 239(1), pages 243-255.
    7. Brian Denton & James Viapiano & Andrea Vogl, 2007. "Optimization of surgery sequencing and scheduling decisions under uncertainty," Health Care Management Science, Springer, vol. 10(1), pages 13-24, February.
    8. Aditya Shetty & Harry Groenevelt & Vera Tilson, 2023. "Intraday dynamic rescheduling under patient no-shows," Health Care Management Science, Springer, vol. 26(3), pages 583-598, September.
    9. Phosavanh, Johnson & Oron, Daniel, 2024. "Two-agent single-machine scheduling with a rate-modifying activity," European Journal of Operational Research, Elsevier, vol. 312(3), pages 866-876.
    10. Wen-Ya Wang & Diwakar Gupta, 2011. "Adaptive Appointment Systems with Patient Preferences," Manufacturing & Service Operations Management, INFORMS, vol. 13(3), pages 373-389, July.
    11. Kenneth J. Klassen & Reena Yoogalingam, 2019. "Appointment scheduling in multi-stage outpatient clinics," Health Care Management Science, Springer, vol. 22(2), pages 229-244, June.
    12. Katsumi Morikawa & Katsuhiko Takahashi & Daisuke Hirotani, 2018. "Performance evaluation of candidate appointment schedules using clearing functions," Journal of Intelligent Manufacturing, Springer, vol. 29(3), pages 509-518, March.
    13. Adel Alaeddini & Kai Yang & Chandan Reddy & Susan Yu, 2011. "A probabilistic model for predicting the probability of no-show in hospital appointments," Health Care Management Science, Springer, vol. 14(2), pages 146-157, June.
    14. Qu, Xiuli & Shi, Jing, 2011. "Modeling the effect of patient choice on the performance of open access scheduling," International Journal of Production Economics, Elsevier, vol. 129(2), pages 314-327, February.
    15. 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).
    16. Sajadnia, Sahar & Heidarzadeh, Elham, 2016. "Improving Patient’s Satisfaction at Urgent Care Clinics by Using Simulation-based Risk Analysis and Quality Improvement," MPRA Paper 73989, University Library of Munich, Germany.
    17. William S. Lovejoy & Ying Li, 2002. "Hospital Operating Room Capacity Expansion," Management Science, INFORMS, vol. 48(11), pages 1369-1387, November.
    18. Gang Du & Xinyue Li & Hui Hu & Xiaoling Ouyang, 2018. "Optimizing Daily Service Scheduling for Medical Diagnostic Equipment Considering Patient Satisfaction and Hospital Revenue," Sustainability, MDPI, vol. 10(9), pages 1-23, September.
    19. Xiuli Qu & Yidong Peng & Nan Kong & Jing Shi, 2013. "A two-phase approach to scheduling multi-category outpatient appointments – A case study of a women’s clinic," Health Care Management Science, Springer, vol. 16(3), pages 197-216, September.
    20. 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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jomega:v:28:y:2000:i:3:p:293-302. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/375/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.