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Improving efficiency in service systems by performing and storing “preliminary services”

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  • Hanukov, Gabi
  • Avinadav, Tal
  • Chernonog, Tatyana
  • Spiegel, Uriel
  • Yechiali, Uri

Abstract

We propose a novel approach to improve efficiency in service systems. The idea is to utilize the server's idle time to perform and store “preliminary services” for customers who will arrive in the future. Such a model is relevant to settings in which service consists of multiple consecutive tasks, some of which are generic and needed by all customers (and thus can be performed even in their absence), while other require the customer's presence. To show the model's benefits, we formulate a two-dimensional single-server queueing-inventory system for which we derive closed-form expressions for the system's steady-state probabilities, as well as for its performance measures. Assuming linear costs for customers waiting in line and for stored preliminary services, a cost analysis determines the optimal maximal number of stored preliminary services in the system. Numerical examples illustrated with graphs demonstrate the advantages of our approach, in terms of cost savings, as compared with the classical M/M/1 model.

Suggested Citation

  • Hanukov, Gabi & Avinadav, Tal & Chernonog, Tatyana & Spiegel, Uriel & Yechiali, Uri, 2018. "Improving efficiency in service systems by performing and storing “preliminary services”," International Journal of Production Economics, Elsevier, vol. 197(C), pages 174-185.
    • Handle: RePEc:eee:proeco:v:197:y:2018:i:c:p:174-185
    DOI: 10.1016/j.ijpe.2018.01.004
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    Cited by:

    1. Hanukov, Gabi, 2022. "A service system where junior servers approach a senior server on behalf of customers," International Journal of Production Economics, Elsevier, vol. 244(C).
    2. Hanukov, Gabi, 2022. "Improving efficiency of service systems by performing a part of the service without the customer's presence," European Journal of Operational Research, Elsevier, vol. 302(2), pages 606-620.
    3. Gabi Hanukov & Shoshana Anily & Uri Yechiali, 2020. "Ticket queues with regular and strategic customers," Queueing Systems: Theory and Applications, Springer, vol. 95(1), pages 145-171, June.
    4. Hanukov, Gabi & Avinadav, Tal & Chernonog, Tatyana & Yechiali, Uri, 2019. "Performance improvement of a service system via stocking perishable preliminary services," European Journal of Operational Research, Elsevier, vol. 274(3), pages 1000-1011.
    5. Michael Dreyfuss & Yair Y. Shaki & Uri Yechiali, 2022. "The double-space parking problem," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 44(4), pages 1131-1147, December.
    6. Agassi Melikov & Ramil Mirzayev & Janos Sztrik, 2023. "Double-Sources Queuing-Inventory Systems with Finite Waiting Room and Destructible Stocks," Mathematics, MDPI, vol. 11(1), pages 1-16, January.
    7. Gabi Hanukov & Michael Hassoun & Oren Musicant, 2021. "On the Benefits of Providing Timely Information in Ticket Queues with Balking and Calling Times," Mathematics, MDPI, vol. 9(21), pages 1-16, October.
    8. Hanukov, Gabi & Avinadav, Tal & Chernonog, Tatyana & Yechiali, Uri, 2020. "A service system with perishable products where customers are either fastidious or strategic," International Journal of Production Economics, Elsevier, vol. 228(C).

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