• Journal of the Korean Operations Research and Management Science Society
• /
• v.37 no.2
• /
• pp.31-43
• /
• 2012

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.

• Korean Management Science Review
• /
• v.32 no.2
• /
• pp.69-78
• /
• 2015

This paper considers a Bayesian Poisson model for multivariate count data using multiplicative rates. More specifically we compose the parameter for overall arrival rates by the product of two parameters, a common effect and an individual effect. The common effect is composed of autoregressive evolution of the parameter, which allows for analysis on seasonal effects on all multivariate time series. In addition, analysis on individual effects allows the researcher to differentiate the time series by whatevercharacterization of their choice. This type of model allows the researcher to specifically analyze two different forms of effects separately and produce a more robust result. We illustrate a simple MCMC generation combined with a Gibbs sampler step in estimating the posterior joint distribution of all parameters in the model. On the whole, the model presented in this study is an intuitive model which may handle complicated problems, and we highlight the properties and possible applications of the model with an example, analyzing real time series data involving customer arrivals to a large retail store.

• Journal of Industrial Technology
• /
• v.37 no.1
• /
• pp.5-11
• /
• 2017

The purpose of this research is to propose an efficient loop line operation plan for customer transportation in a new theme park. Based on the expected customer arrivals, customer loading/unloading methods, and scheduled/non-scheduled departure schemes, movement time between stations etc., we have performed indepth analyses and derived the best optimal policy. Our results show that, over all, the operation with separate loading/unloading doors and scheduled departure is preferred to the other options. We then derived the optimal number of trains and cars meeting minimal customer unsatisfaction with low cost for each season.

• Journal of Korean Society for Quality Management
• /
• v.44 no.2
• /
• pp.451-466
• /
• 2016

Purpose: This study was to identify customers' demands in railway services system and then to seek the way to satisfy the customer expectations. Methods: We suggest a Quality Function Deployment(QFD)-based approach comprised of three stages. In first stage, SERVPERF survey was carried out to assess current positions of customer expectations in the market. Then, factor analysis was incorporated into SERVPERF to classify customer expectations for the house of quality. In the second stage, the analytic network process was used to prioritize the importance of the customer attributes. Finally, QFD was performed utilizing customer attributes and their weights. Results: The QFD identified the most important customer expectations as: accident prevention, swift reaction to accident, on-time arrivals and departures of the train. It also shows that driving capability, equipment for safety, and training for disaster are the most critical technical requirements. Conclusion: The results are useful for identifying the customers' demands in railway services systems, and they can contribute to the service quality and customer satisfaction.

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2006.05a
• /
• pp.1101-1103
• /
• 2006

For a broad class of discrete-time FIFO queueing systems with D-MAP (discrete-time Markovian arrival process) arrivals, we present a distributional Little's law that relates the distribution of the stationary number of customers in system (queue) with that of the stationary number of slots a customer spends in system (queue). Taking the multi-server D-MAP/D/c queue for example, we illustrate how to utilize this relation to get the desired distribution of the number of customers.

• Industrial Engineering and Management Systems
• /
• v.8 no.4
• /
• pp.221-227
• /
• 2009

There are customer services jointly provided by two facilities so that each customer will complete the course made up of both facilities' sub-services. The two facilities are assumed invested respectively by an infrastructure owner and one subordinate facility owner, whose partnership is built on their capital investments. This paper presents a mathematical model of Stackelberg competition between the two facility owners to derive their optimal Nash equilibrium. In this study, each facility owner's profit is consisted of fixed revenue fractions of sold services, operating costs (including depreciation cost) and maintenance costs of her facility. The maintenance costs of one facility are incurred both by failures and deterioration due to usage. Moreover, for both facilities, failures are rectified immediately by minimal repairs and preventive maintenance is carried out at a fixed time epoch. Additional assumptions are also employed to develop the model such as customer arrivals are manipulated to follow a Poisson process, and each facility's lifetime is independently Weibull-distributed. The Stackelberg game proceeds as follows. At the first stage of decision making process, the infrastructure owner (acting as a leader) decides the allocation of revenue shares based on her self-interest. After observing the allocation of revenue shares, the subordinate facility owner determines her own optimal price of services. This paper investigates actions and reactions of the two partners in the system. Then analytical conditions are proposed to achieve a unique optimal Nash equilibrium. Finally, some suggestions for further research are discussed.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.37 no.1
• /
• pp.96-103
• /
• 2014

A steady-state controllable M/G/1 queueing model operating under the (TN) policy is considered where the (TN) policy is defined as the next busy period will be initiated either after T time units elapsed from the end of the previous busy period if at least one customer arrives at the system during that time period, or the time instant when Nth customer arrives at the system after T time units elapsed without customers' arrivals during that time period. After deriving the necessary system characteristics such as the expected number of customers in the system, the expected length of busy period and so on, the total expected cost function per unit time in the system operation is constructed to determine the optimal operating policy. To do so, the cost elements associated with such system characteristics including the customers' waiting cost in the system and the server's removal and activating cost are defined. Then, the optimal values of the decision variables included in the operating policies are determined by minimizing the total expected cost function per unit time to operate the system under consideration.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
• /
• 1998.10a
• /
• pp.309-313
• /
• 1998

Delay time of receiving and delivery is one of important factors that should be considered in the evaluation of the customer service level of a container terminal. In this study, dispatching rules are tested with the objective of minimizing the service delay time for arriving outside trucks. A dynamic programming model is suggested for a static dispatching problem in which all the truck arrivals are known in advance. In order to overcome the excessive computational time of the dynamic programming technique, several heuristic rules are suggested that can be applied in practices. A simulation study is carried out to test the performances of the heuristic rules.

• Journal of the Korean Institute of Navigation
• /
• v.7 no.1
• /
• pp.1-32
• /
• 1983

The delay due to congestion has recently attracted widespread attention with the analysis of over-all operation at the port. But, the complexity of the situation is evident in view of the large number of factors which impinge on the considerable end. Queueing theory is applicable to a large scale transportation system which is associated with arrivals of vessels in a large port. The attempt of this paper is to make an extensive analysis of the port transport system and its economic implications from the viewpoint that port is one of the physical distribution facilities and a kind of queueing system which includes ships and cargoes as port customer. By analyzing the real data on the Port of Pusan, it is known that this port can be represented as a set of multi-channel with identical setof Poisson arrival and Erlang service time, and also it is confirmed that the following formula is suitable to calculate the mean delay in this port, namely, $W_4={\frac{\rho}{\lambda(1-\rho)} {\frac{e_N(\rho{\cdot}N)}{D_{N-1}(\rho{\cdot}N)}$ where, ${\lambda}$: mean arrival rate $\mu$: mean servicing rate; N: number of servicing channel; ${\rho}$: utillization rate (${\lambda}/N{\mu}$) $e_N$: the Poisson function Coming to grips with the essentials of the cost of delay due to congestion, a simple ship journey cost model is adopted and the operating profit sensitivity to variation in port time is examined, and for purpose of a future development for port princing service the marginal cost is approximately calculated on the basis of queueing theory.

• Journal of Intelligence and Information Systems
• /
• v.23 no.4
• /
• pp.1-31
• /
• 2017

Modern businesses are adopting new technologies to serve their markets better as well as to improve efficiency and productivity. The advertising industry has continuously experienced disruptions from the traditional channels (radio, television and print media) to new complex ones including internet, social media and mobile-based advertising. This case study focuses on proposing intelligent advertising business model in Seoul's metro network. Seoul has one of the world's busiest metro network and transports a huge number of travelers on a daily basis. The high number of travelers coupled with a well-planned metro network creates a platform where marketers can initiate engagement and interact with both customers and potential customers. In the current advertising model, advertising is on illuminated and framed posters in the stations and in-car, non-illuminated posters, and digital screens that show scheduled arrivals and departures of metros. Some stations have digital screens that show adverts but they do not have location capability. Most of the current advertising media have one key limitation: space. For posters whether illuminated or not, one space can host only one advert at a time. Empirical literatures show that there is room for improving this advertising model and eliminate the space limitation by replacing the poster adverts with digital advertising platform. This new model will not only be digital, but will also provide intelligent advertising platform that is driven by data. The digital platform will incorporate location sensing, e-commerce, and mobile platform to create new value to all stakeholders. Travel cards used in the metro will be registered and the card scanners will have a capability to capture traveler's data when travelers tap their cards. This data once analyzed will make it possible to identify different customer groups. Advertisers and marketers will then be able to target specific customer groups, customize adverts based on the targeted consumer group, and offer a wide variety of advertising formats. Format includes video, cinemagraphs, moving pictures, and animation. Different advert formats create different emotions in the customer's mind and the goal should be to use format or combination of formats that arouse the expected emotion and lead to an engagement. Combination of different formats will be more effective and this can only work in a digital platform. Adverts will be location based, ensuring that adverts will show more frequently when the metro is near the premises of an advertiser. The advertising platform will automatically detect the next station and screens inside the metro will prioritize adverts in the station where the metro will be stopping. In the mobile platform, customers who opt to receive notifications will receive them when they approach the business premises of advertiser. The mobile platform will have indoor navigation for the underground shopping malls that will allow customers to search for facilities within the mall, products they may want to buy as well as deals going on in the underground mall. To create an end-to-end solution, the mobile solution will have a capability to allow customers purchase products through their phones, get coupons for deals, and review products and shops where they have bought a product. The indoor navigation will host intelligent mobile-based advertisement and a recommendation system. The indoor navigation will have adverts such that when a customer is searching for information, the recommendation system shows adverts that are near the place traveler is searching or in the direction that the traveler is moving. These adverts will be linked to the e-commerce platform such that if a customer clicks on an advert, it leads them to the product description page. The whole system will have multi-language as well as text-to-speech capability such that both locals and tourists have no language barrier. The implications of implementing this model are varied including support for small and medium businesses operating in the underground malls, improved customer experience, new job opportunities, additional revenue to business model operator, and flexibility in advertising. The new value created will benefit all the stakeholders.