Modeling And Optimization Of Non-Profit Hospital Call Centers With Service Blending

This dissertation focuses on the operations problems in non-profit hospital call centers with inbound and outbound calls service blending. First, the routing policy for inbound and outbound calls is considered. The objective is to improve the system utilization under constraints of service quality and operators\u27 quantity. A collection of practical staffing assignment methods, separating and mixing staffing policy are evaluated. Erlang C queuing model is used to decide the minimum number of operators required by inbound calls. Theoretical analysis and numerical experiments illustrate that through dynamically assigning the inbound and outbound calls to operators under optimal threshold policy, mixing staffing policy is efficient to balance the system utilization and service quality. Numerical experiments based on real-life data demonstrate how this method can be applied in practice. Second, we study the staffing shift planning problem based on the inbound and outbound calls routing policies. A mathematical programming model is developed, based on a hospital call center with one kind of inbound calls and multiple kinds of outbound calls. The objective is to minimize the staffing numbers, by deciding the shift setting and workload allocation. The inbound calls service level and staffing utilization are taken into consideration in the constraints. Numerical experiments based on actual operational data are included. Results show that the model is effective to optimize the shift planning and hence reduce the call centers\u27 cost. Third, we model the staffing shift planning problem for a hospital call center with two kinds of service lines. Each kind of service is delivered through both inbound calls and outbound calls. The inbound calls can be transferred between these two service lines. A mathematical programming model is developed. The objective is to minimize the staffing cost, by deciding the shift setting and workload allocation. The inbound calls service level and staffing utilization are taken into consideration in the constraints. Numerical experiments are carried out based on actual operational data. Results show that the model is effective to reduce the call centers\u27 labor cost

Optimal Orchestration of Virtual Network Functions

-The emergence of Network Functions Virtualization (NFV) is bringing a set of novel algorithmic challenges in the operation of communication networks. NFV introduces volatility in the management of network functions, which can be dynamically orchestrated, i.e., placed, resized, etc. Virtual Network Functions (VNFs) can belong to VNF chains, where nodes in a chain can serve multiple demands coming from the network edges. In this paper, we formally define the VNF placement and routing (VNF-PR) problem, proposing a versatile linear programming formulation that is able to accommodate specific features and constraints of NFV infrastructures, and that is substantially different from existing virtual network embedding formulations in the state of the art. We also design a math-heuristic able to scale with multiple objectives and large instances. By extensive simulations, we draw conclusions on the trade-off achievable between classical traffic engineering (TE) and NFV infrastructure efficiency goals, evaluating both Internet access and Virtual Private Network (VPN) demands. We do also quantitatively compare the performance of our VNF-PR heuristic with the classical Virtual Network Embedding (VNE) approach proposed for NFV orchestration, showing the computational differences, and how our approach can provide a more stable and closer-to-optimum solution

Verifying service continuity in a satellite reconfiguration procedure: application to a satellite

The paper discusses the use of the TURTLE UML profile to model and verify service continuity during dynamic reconfiguration of embedded software, and space-based telecommunication software in particular. TURTLE extends UML class diagrams with composition operators, and activity diagrams with temporal operators. Translating TURTLE to the formal description technique RT-LOTOS gives the profile a formal semantics and makes it possible to reuse verification techniques implemented by the RTL, the RT-LOTOS toolkit developed at LAAS-CNRS. The paper proposes a modeling and formal validation methodology based on TURTLE and RTL, and discusses its application to a payload software application in charge of an embedded packet switch. The paper demonstrates the benefits of using TURTLE to prove service continuity for dynamic reconfiguration of embedded software

The importance of information flows temporal attributes for the efficient scheduling of dynamic demand responsive transport services

The operation of a demand responsive transport service usually involves the management of dynamic requests. The underlying algorithms are mainly adaptations of procedures carefully designed to solve static versions of the problem, in which all the requests are known in advance. However there is no guarantee that the effectiveness of an algorithm stays unchanged when it is manipulated to work in a dynamic environment. On the other hand, the way the input is revealed to the algorithm has a decisive role on the schedule quality. We analyze three characteristics of the information flow (percentage of real-time requests, interval between call-in and requested pickup time and length of the computational cycle time), assessing their influence on the effectiveness of the scheduling proces

Modelling the impact of liner shipping network perturbations on container cargo routing: Southeast Asia to Europe application

Understanding how container routing stands to be impacted by different scenarios of liner shipping network perturbations such as natural disasters or new major infrastructure developments is of key importance for decision-making in the liner shipping industry. The variety of actors and processes within modern supply chains and the complexity of their relationships have previously led to the development of simulation-based models, whose application has been largely compromised by their dependency on extensive and often confidential sets of data. This study proposes the application of optimisation techniques less dependent on complex data sets in order to develop a quantitative framework to assess the impacts of disruptive events on liner shipping networks. We provide a categorization of liner network perturbations, differentiating between systemic and external and formulate a container assignment model that minimises routing costs extending previous implementations to allow feasible solutions when routing capacity is reduced below transport demand. We develop a base case network for the Southeast Asia to Europe liner shipping trade and review of accidents related to port disruptions for two scenarios of seismic and political conflict hazards. Numerical results identify alternative routing paths and costs in the aftermath of port disruptions scenarios and suggest higher vulnerability of intra-regional connectivity

Fast Detour Computation for Ride Sharing

Todays ride sharing services still mimic a better billboard. They list the offers and allow to search for the source and target city, sometimes enriched with radial search. So finding a connection between big cities is quite easy. These places are on a list of designated origin and distination points. But when you want to go from a small town to another small town, even when they are next to a freeway, you run into problems. You can't find offers that would or could pass by the town easily with little or no detour. We solve this interesting problem by presenting a fast algorithm that computes the offers with the smallest detours w.r.t. a request. Our experiments show that the problem is efficiently solvable in times suitable for a web service implementation. For realistic database size we achieve lookup times of about 5ms and a matching rate of 90% instead of just 70% for the simple matching algorithms used today.Comment: 5 pages, 2 figure environment, 4 includegraphic