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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)
A stochastic model is introduced that accurately models the message delay in mobile ad hoc networks where nodes relay messages and the networks are sparsely populated. The model has only two input parameters: the number of nodes and the parameter of an exponential distribution which described the time until two random mobiles come with communication range(More)
We model a call center as a queueing model with Poisson arrivals having an unknown varying arrival rate. We show how to compute prediction intervals for the arrival rate, and use the Erlang formula for the waiting time to compute the consequences for the occupancy level of the call center. We compare it to the current practice of using a point estimate of(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)
In this paper we study monotonicity results for optimal policies of various queueing and resource sharing models. The standard approach is to propagate, for each speciic model, certain properties of the dynamic programming value function. By concentrating on the events and the properties instead of on the value function we propose a uniied treatment of(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)