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In a M/M/N + M queue, when there are many customers waiting, it may be preferable to reject a new arrival rather than risk that arrival later abandoning without receiving service. On the other hand, rejecting new arrivals increases the percentage of time servers are idle, which also may not be desirable. We address these trade-offs by considering an(More)
In a call center, staffing decisions must be made before the call arrival rate is known with certainty. Once the arrival rate becomes known, the call center may be over-staffed, in which case staff are being paid to be idle, or under-staffed, in which case many callers hang-up in the face of long wait times. Firms that have chosen to keep their call center(More)
I certify that I have read this thesis and that in my opinion it is fully adequate, in scope and in quality, as a thesis for the degree of Master of Science. I certify that I have read this thesis and that in my opinion it is fully adequate, in scope and in quality, as a thesis for the degree of Master of Science. I certify that I have read this thesis and(More)
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