haku: @author Harker, P. T. / yhteensä: 11
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| Tekijä: | Aksin, O. Z. Harker, P. T. |
| Otsikko: | Capacity sizing in the presence of a common shared resource: dimensioning an inbound call center |
| Lehti: | European Journal of Operational Research
2003 : JUN, VOL. 147:3, p. 464-483 |
| Asiasana: | Operational research Service management Statistical methods Stochastic processes Customer relationship management (CRM) |
| Kieli: | eng |
| Tiivistelmä: | The paper studies a capacity sizing problem for service systems where capacity is determined by multiple types of resources that are required simultaneously in order to provide service. For the case where customers do not wait, it is shown that a greedy allocation procedure yields the optimal server allocation. Heuristics are proposed for the case with waiting customers that can exhibit impatience. The numerical analysis illustrates that for systems experiencing heavy loads and serving a diverse set of customers, the proposed heuristics outperform current methods that ignore the role of a shared resource in these types of dimensioning problems. |
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