Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
권호 표지
DOI QR코드

DOI QR Code

Analysis of Customer Arrival Process in an Appointment-Based Service System

예약기반 서비스 시스템에서의 고객 도착 프로세스 분석

  • Received : 2012.02.06
  • Accepted : 2012.04.09
  • Published : 2012.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

Delivery of a good quality of service in an efficient manner requires matching the supply of capacity with customer demand. Much research has employed queueing models that analyzed the service system on the basis of independent and stationary customer arrivals. However, the appointment system, which is widely used to facilitate customer access to service in many industries including healthcare, has significant influence on the customer arrival process so that the independent and stationary assumption does not hold in an appointment-based service system. In this regard, this paper aims to propose a model for accurate illustration of the appointment-based customer arrival process. The use of the proposed model allows us to evaluate the overall system performance such as mean waiting time and service level under various appointment policies instead of conducting simulation studies.

Keywords

References

  1. 김영한, 이재용, "인터넷의 실시간 서비스 기술", 한국통신학회지, 제14권, 제4호(1997), pp.367-382.
  2. 신양우, 예약된 고객이 존재하는 대기체계의 분석과 그 응용, 2001년도 지역대학우수과학자 지원연구 결과보고서, 한국과학재단, 2002.
  3. Bailey, N., "A study of queues and appointment systems in hospital outpatient departments with special reference to waiting times," Journal of the Royal Statistical Society, Vol. 14(1952), pp.185-199.
  4. Cayirli, T. and E. Veral, "Outpatient scheduling in health care;A review of literature," Production and Operations Management, Vol.12, No.4(2003), pp.519-549.
  5. Creemers, S. and M. Lambrecht, "Queueing models for appointment-driven systems," Annals of Operations Research, Vol.178(2010), pp.155-172. https://doi.org/10.1007/s10479-009-0646-9
  6. Defraeye, M. and I. Van Nieuwenhuyse, Setting staffing levels in systems with timevarying demand;The context of an emergency department, Working Paper, 2011.
  7. Doi, M., Y. Chen, and H. Osawa, "A queueing model in which arrival times are scheduled," Operations Research Letters, Vol.21 (1997), pp.249-252. https://doi.org/10.1016/S0167-6377(97)00049-7
  8. Green, L.V., P.J. Kolesar, and J. Soares, "Improving the SIPP approach for stang service systems that have cyclic demands," Operations Research, Vol.49, No.4(2001), pp.549- 564. https://doi.org/10.1287/opre.49.4.549.11228
  9. Green, L.V., P.J. Kolesar, and J. Soares, "An improved heuristic for staffing telephone call centers with limited operating hours," Production and Operations Management, Vol. 12, No.1(2003), pp.46-61.
  10. Green, L.V., P.J. Kolesar, and W. Whitt, "Coping with time-varying demand when setting staffing requirements for a service system," Production and Operations Management, Vol.16, No.1(2007), pp.13-39. https://doi.org/10.1111/j.1937-5956.2007.tb00164.x
  11. Gupta, D. and B. Denton, "Appointment scheduling in health care;Challenges and opportunities," IIE Transactions, Vol.40, No.9(2008), pp.800-819. https://doi.org/10.1080/07408170802165880
  12. Hassin, R. and S. Mendel, "Scheduling arrivals to queues;A single-server model with no-shows," Management Science, Vol.54, No.3 (2008), pp.565-572. https://doi.org/10.1287/mnsc.1070.0802
  13. Ho, C. and H. Lau, "Minimizing total cost in scheduling outpatient appointments," Management Science, Vol.38, No.12(1992), pp.1750- 1764. https://doi.org/10.1287/mnsc.38.12.1750
  14. Ho, C., H. Lau, and J. Li, "Introducing variable- interval appointment scheduling rules in service systems," International Journal of Operations and Production Management, Vol.15, No.6(1994), pp.59-68.
  15. Hofmann, P. and J. Rockart, "Implications of the no-show rate for scheduling OPD appointments," Hospital Progress, Vol.50, No.8(1969), pp.35-40.
  16. Hyndman, R.J. and A.B. Koehler, "Another look at measures of forecast accuracy," Technical Report, 2005.
  17. Ingolfssona, A., F. Campelloa, X. Wub, and E. Cabral, "Combining integer programming and the randomization method to schedule employees," European Journal of Operational Research, Vol.202, No.1(2010), pp.153-163. https://doi.org/10.1016/j.ejor.2009.04.026
  18. Jouini, O. and S. Benjaafar, "Queueing systems with appointment-driven arrivals, nonpunctual customers, and no-shows," Working Paper, 2010.
  19. Lee, S. and Y. Yih, "Analysis of open access appointment scheduling system in outpatient clinics-a simulation study," Simulation-Transactions of the Society for Modeling and Simulation International, Vol.86, No.8/9(2010), pp.503-518. https://doi.org/10.1177/0037549709358295
  20. Liu, N., S. Ziya, and V.G. Kulkarni, "Dynamic scheduling of outpatient appointments under patient no-shows and cancellations," Manufacturing and Service Operations Management, Vol.12, No.2(2010), pp. 347-364. https://doi.org/10.1287/msom.1090.0272
  21. Min, D. and Y. Yih, "A simulation study of registration queue disciplines in an outpatient clinic;a two-stage patient ow model," European Journal of Industrial Engineering, Vol.3, No.2(2009), pp.127-145. https://doi.org/10.1504/EJIE.2009.023602
  22. Moorthy, R. and C. Teo, "Berth management in container terminal;the template design problem," OR Spectrum, Vol.28, No.4(2006), pp.495-518. https://doi.org/10.1007/s00291-006-0036-5
  23. Muller, R. and G. Chatteri, "Analysis of aircraft arrival and departure delay characteristics," In AIAAs Aircraft Technology, Integration, and Operations (ATIO), 2002.
  24. Murray, M. and C. Tantau, "Same-day appointments; exploding the access paradigm," Family Practice Management, Vol.7, No.8 (2000), pp.45-50.
  25. Muthuraman, K. and M. Lawley, "A stochastic overbooking model for outpatient clinic scheduling with no-shows," IIE Transactions, Vol.40, No.9(2008), pp.820-837. https://doi.org/10.1080/07408170802165823
  26. Patrick, J., M. Puterman, and M. Queyranne, "Dynamic multi-priority patient scheduling for a diagnostic resource," Operations Research, Vol.56, No.6(2008), pp.1507-1525. https://doi.org/10.1287/opre.1080.0590
  27. Rohleder, T. and K. Klassen, "Using clientvariance information to improve dynamic appointment scheduling performance," Omega, Vol.28, No.3(2000), pp.293-302. https://doi.org/10.1016/S0305-0483(99)00040-7
  28. Steckley, S., S. Henderson, and V. Mehrotra, "Service system planning in the presence of a random arrival rate," Technical Report, 2004.
  29. Winsten, C.B., "Geometric distribution in the theory of queues," Journal of Royal Statistical Society, Vol.21(1959), pp.1-35.