Taxonomic classification of planning decisions in health care: a review of the state of the art in OR/MS

We provide a structured overview of the typical decisions to be made in resource capacity planning and control in health care, and a review of relevant OR/MS articles for each planning decision. The contribution of this paper is twofold. First, to position the planning decisions, a taxonomy is presented. This taxonomy provides health care managers and OR/MS researchers with a method to identify, break down and classify planning and control decisions. Second, following the taxonomy, for six health care services, we provide an exhaustive specification of planning and control decisions in resource capacity planning and control. For each planning and control decision, we structurally review the key OR/MS articles and the OR/MS methods and techniques that are applied in the literature to support decision making

Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues. This paper summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking call center, call by call, over a full year. Taking the perspective of queueing theory, we decompose the service process into three fundamental components: arrivals, customer abandonment behavior and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key empirical results are sketched, along with descriptions of the varied techniques required. Several statistical techniques are developed for analysis of the basic components. One of these is a test that a point process is a Poisson process. Another involves estimation of the mean function in a nonparametric regression with lognormal errors. A new graphical technique is introduced for nonparametric hazard rate estimation with censored data. Models are developed and implemented for forecasting of Poisson arrival rates. We then survey how the characteristics deduced from the statistical analyses form the building blocks for theoretically interesting and practically useful mathematical models for call center operations. Key Words: call centers, queueing theory, lognormal distribution, inhomogeneous Poisson process, censored data, human patience, prediction of Poisson rates, Khintchine-Pollaczek formula, service times, arrival rate, abandonment rate, multiserver queues.

Testing a priority-based queue model with Linux command histories

We study human dynamics by analyzing Linux history files. The goodness-of-fit test shows that most of the collected datasets belong to the universality class suggested in the literature by a variable-length queueing process based on priority. In order to check the validity of this model, we design two tests based on mutual information between time intervals and a mathematical relationship known as the arcsine law. Since the previously suggested queueing process fails to pass these tests, the result suggests that the modelling of human dynamics should properly consider the statistical dependency in the temporal dimension.Comment: 17 pages, 17 figure

Resource dimensioning through buffer sampling

Link dimensioning, i.e., selecting a (minimal) link capacity such that the users’ performance requirements are met, is a crucial component of network design. It requires insight into the interrelationship among the traffic offered (in terms of the mean offered load , but also its fluctuation around the mean, i.e., ‘burstiness’), the envisioned performance level, and the capacity needed. We first derive, for different performance criteria, theoretical dimensioning formulas that estimate the required capacity $c$ as a function of the input traffic and the performance target. For the special case of Gaussian input traffic, these formulas reduce to $c = M + \alpha V$, where directly relates to the performance requirement (as agreed upon in a service level agreement) and $V$ reflects the burstiness (at the timescale of interest). We also observe that Gaussianity applies for virtually all realistic scenarios; notably, already for a relatively low aggregation level, the Gaussianity assumption is justified.\ud As estimating $M$ is relatively straightforward, the remaining open issue concerns the estimation of $V$. We argue that particularly if corresponds to small time-scales, it may be inaccurate to estimate it directly from the traffic traces. Therefore, we propose an indirect method that samples the buffer content, estimates the buffer content distribution, and ‘inverts’ this to the variance. We validate the inversion through extensive numerical experiments (using a sizeable collection of traffic traces from various representative locations); the resulting estimate of $V$ is then inserted in the dimensioning formula. These experiments show that both the inversion and the dimensioning formula are remarkably accurate