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Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value – and at the(More)
In this paper we consider call admission control of multiple classes without waiting room. We use event-based dynamic programming for our model. We show that sometimes the customer classes can be ordered: if it is optimal to accept a class, then to accept a more profitable class is optimal too. We demonstrate submodularity of the minimum cost for the(More)
—In this paper, we consider call admission control of multiple classes without waiting room. We use event-based dynamic programming for our model. We show that sometimes the customer classes can be ordered: if it is optimal to accept a class, then to accept a more profitable class is optimal too. We demonstrate submodularity of the minimum cost for the(More)
In this paper optimal outpatient appointment scheduling is studied. A local search procedure is derived that converges to the optimal schedule with a weighted average of expected waiting times of patients, idle time of the doctor and tardiness (lateness) as objective. No-shows are allowed to happen. For certain combinations of parameters the well-known(More)
This study investigates the bottlenecks in the emergency care chain of cardiac in-patient flow. The primary goal is to determine the optimal bed allocation over the care chain given a maximum number of refused admissions. Another objective is to provide deeper insight in the relation between natural variation in arrivals and length of stay and occupancy(More)
In this paper we study the scheduling of jobs with a constraint on the average waiting time in the presence of background jobs. The objective is to schedule to s servers such that the throughput of the background traffic is maximized while satisfying the response time constraint on the foreground traffic. A typical application of this model is call blending(More)
In this paper we discuss the dynamic server control in a two-class service system with abandon-ments. Two models are considered. In the first case, rewards are received upon service completion and there are no abandonment costs (other than the lost opportunity to gain rewards). In the second, holding costs per customer per unit time are accrued and each(More)