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Partial Flexibility in Routeing and Scheduling

Part of: Operations research and management science Special processes

Published online by Cambridge University Press:  04 January 2016

Osman T. Akgun ,
Rhonda Righter  and
Ronald Wolff
Osman T. Akgun*
Affiliation:
University of California, Berkeley
Rhonda Righter*
Affiliation:
University of California, Berkeley
Ronald Wolff*
Affiliation:
University of California, Berkeley
*
∗ Postal address: Department of Industrial Engineering and Operations Research, University of California, Berkeley, 4141 Etcheverry Hall, Berkeley, CA 94720, USA.
∗ Postal address: Department of Industrial Engineering and Operations Research, University of California, Berkeley, 4141 Etcheverry Hall, Berkeley, CA 94720, USA.
∗ Postal address: Department of Industrial Engineering and Operations Research, University of California, Berkeley, 4141 Etcheverry Hall, Berkeley, CA 94720, USA.
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Abstract

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We consider partial customer flexibility in service systems under two different designs. In the first design, flexible customers have their own queue and each server has its own queue of dedicated customers. Under this model, the problem is a scheduling problem and we show under various settings that the dedicated customers first (DCF) policy is optimal. In the second design, flexible customers are not queued separately and must be routed to one of the server's dedicated queues upon arrival. We extend earlier results about the ‘join the smallest work (JSW)’ policy to systems with dedicated as well as flexible arrivals. We compare these models to a routeing model in which only the queue length is available in terms of both efficiency and fairness and argue that the overall best approach for call centers is JSW routeing. We also discuss how this can be implemented in call centers even when work is unknown.

Keywords

JSWschedulingworkload routeingmajorizationsample path analysis

MSC classification

Primary: 90B22: Queues and service
Secondary: 60K25: Queueing theory
Type
General Applied Probability
Information
Advances in Applied Probability , Volume 45 , Issue 3 , September 2013 , pp. 673 - 691
Copyright
© Applied Probability Trust 

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