Waiting time analysis of the multiple priority dual queue with a preemptive priority service discipline

Zeephongsekul, Panlop; Bedford, Anthony

doi:10.1016/j.ejor.2004.10.013

Cited by 12 publications

(3 citation statements)

References 15 publications

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“…For this reason, the majority of research papers analyzing time-dependent priority queues have tended to focus on the long-run steady-state performance of the system (Gail, Hantler, & Taylor, 1988;Kao and Wilson, 1999). Although a novel matrix-analytic method to analyze the expected waiting time of two customer classes in multiple priority dual queues has recently been proposed by Zeephongsekul and Bedford (2006), their analysis is again restricted to scenarios where there is a single server and a consistent arrival rate.…”

Section: Related Literaturementioning

confidence: 99%

A Queueing Theoretic Approach to Set Staffing Levels in Time‐Dependent Dual‐Class Service Systems*

et al. 2016

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This article addresses the optimal staffing problem for a nonpreemptive priority queue with two customer classes and a time‐dependent arrival rate. The problem is related to several important service settings such as call centers and emergency departments where the customers are grouped into two classes of “high priority” and “low priority,” and the services are typically evaluated according to the proportion of customers who are responded to within targeted response times. To date, only approximation methods have been explored to generate staffing requirements for time‐dependent dual‐class services, but we propose a tractable numerical approach to evaluate system behavior and generate safe minimum staffing levels using mixed discrete‐continuous time Markov chains (MDCTMCs). Our approach is delicate in that it accounts for the behavior of the system under a number of different rules that may be imposed on staff if they are busy when due to leave and involves explicitly calculating delay distributions for two customer classes. Ultimately, we embed our methodology in a proposed extension of the Euler method, coined Euler Pri, that can cope with two customer classes, and use it to recommend staffing levels for the Welsh Ambulance Service Trust (WAST).

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Section: Related Literaturementioning

confidence: 99%

A Queueing Theoretic Approach to Set Staffing Levels in Time‐Dependent Dual‐Class Service Systems*

et al. 2016

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“…Services marketing scholars tend to examine how firms operationalize the marketing concept, focusing primarily on customer satisfaction (for example, Bettencourt et al, 2005;Malthouse et al, 2004;Mittal et al, 2005;Reinartz et al, 2004). Operations researchers, in contrast, often function from a manufacturing paradigm, leaning toward answering questions through normative, analytical models (Roth and Menor, 2003); solving particular problems such as crosstraining (Agnihothri and Mishra, 2004;Chakravarthy and Agnihothri, 2005); providing techniques, such as data envelopment analysis (Gelade and Gilbert, 2003); or focusing on areas such as queuing (Mushko et al, 2006;Zeephongsekul and Bedford, 2006).…”

Section: Services Marketing and Operationsmentioning

confidence: 99%

Store managers, profitability and satisfaction in multi-unit enterprises

Murray

Evans

2013

Journal of Services Marketing

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Purpose -This study aims to explore how managers of multi-unit retail chains balance unit customer satisfaction and profitability through the manager's customer, sales, and production operating orientations. Design/methodology/approach -This research links survey data (gathered from unit managers and customers) to customer satisfaction and unit financial performance. Findings -The study found that the store managers' customer and sales operating orientations are strongly related to financial performance; further, these effects are negatively moderated by a production operating orientation. Results also indicate that the store manager's customer and sales operating orientations are related to customer satisfaction only when moderated by his/her production operating orientation.Research limitations/implications -Using a sample drawn from within a single firm, this research examines profitability and customer satisfaction at the unit level and identifies the manager of the unit as occupying a key strategic role in the multi-unit enterprise. Practical implications -The findings highlight the critical role the unit manager of a multi-unit enterprise plays in driving customer satisfaction and unit profitability. Further, the results point to the challenge of managing the production-related responsibilities of the retail enterprise while striving to be sales and/or customer oriented. Implications for management are particularly salient when considering the combined effect of production-sales and production-customer orientations. Originality/value -This study merges services operations and services marketing theory to explore how conflicting strategic initiatives are implemented at the store level, and how these, in turn, influence unit financial performance and customer satisfaction.

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“…Once the service of the lower-priority customer is finished, the server starts servicing the higher-priority customer. In a preemptive priority queue (see e.g., [6,11,13,15]), on the contrary, the service of a lower-priority customer will be interrupted at once if a higherpriority customer arrives and will not be resumed until the system is again void of higher-priority customers. It is easily seen that the preemptive category is favorable to higherpriority customers, because their delays are not at all influenced by lower-priority customers.…”

Section: Introductionmentioning

confidence: 99%

A preemptive priority queue with preemptions penalty

Mohammadi

Alinaghian

2014

Int J Adv Manuf Technol

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Preemption is one of the important features in scheduling problems. When preemption is allowed, a customer can immediately receive the service on the arrival time whenever the server is idle or the preemption is justified. While a customer receives a service, one or more preemptions may occur. The primary objective of this paper is to minimize the average waiting time that all customers spend on the system. We consider some thresholds for the maximum allowed number of preemptions and their times to prevent from having a very long waited customer. A heuristic algorithm is presented for the problem, and the implementation of the proposed approach is demonstrated using some numerical examples. In addition, the performance of the proposed algorithm is compared with another existing algorithm.

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Waiting time analysis of the multiple priority dual queue with a preemptive priority service discipline

Cited by 12 publications

References 15 publications

A Queueing Theoretic Approach to Set Staffing Levels in Time‐Dependent Dual‐Class Service Systems*

A Queueing Theoretic Approach to Set Staffing Levels in Time‐Dependent Dual‐Class Service Systems*

Store managers, profitability and satisfaction in multi-unit enterprises

A preemptive priority queue with preemptions penalty

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