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Overflow analysis and cross-trained servers

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  • Chevalier, Philippe
  • Tabordon, Nathalie

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  • Chevalier, Philippe & Tabordon, Nathalie, 2003. "Overflow analysis and cross-trained servers," International Journal of Production Economics, Elsevier, vol. 85(1), pages 47-60, July.
    • Handle: RePEc:eee:proeco:v:85:y:2003:i:1:p:47-60
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    References listed on IDEAS

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    1. Edieal J. Pinker & Robert A. Shumsky, 2000. "The Efficiency-Quality Trade-Off of Cross-Trained Workers," Manufacturing & Service Operations Management, INFORMS, vol. 2(1), pages 32-48, July.
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    Cited by:

    1. Terekhov, Daria & Christopher Beck, J., 2009. "An extended queueing control model for facilities with front room and back room operations and mixed-skilled workers," European Journal of Operational Research, Elsevier, vol. 198(1), pages 223-231, October.
    2. Eugene Furman & Adam Diamant & Murat Kristal, 2021. "Customer Acquisition and Retention: A Fluid Approach for Staffing," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 4236-4257, November.
    3. Barth, Wolfgang & Manitz, Michael & Stolletz, Raik, 2008. "Analysis of Two-Level Support Systems with Time-Dependent Overflow - A Banking Application," Hannover Economic Papers (HEP) dp-399, Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät.
    4. Ajay Kalra & Shibo Li, 2008. "Signaling Quality Through Specialization," Marketing Science, INFORMS, vol. 27(2), pages 168-184, 03-04.
    5. Noah Gans & Yong-Pin Zhou, 2007. "Call-Routing Schemes for Call-Center Outsourcing," Manufacturing & Service Operations Management, INFORMS, vol. 9(1), pages 33-50, May.
    6. Itai Gurvich & Ohad Perry, 2012. "Overflow Networks: Approximations and Implications to Call Center Outsourcing," Operations Research, INFORMS, vol. 60(4), pages 996-1009, August.
    7. Daria Terekhov & J. Christopher Beck & Kenneth N. Brown, 2009. "A Constraint Programming Approach for Solving a Queueing Design and Control Problem," INFORMS Journal on Computing, INFORMS, vol. 21(4), pages 549-561, November.
    8. Stolletz, Raik & Manitz, Michael, 2013. "The impact of a waiting-time threshold in overflow systems with impatient customers," Omega, Elsevier, vol. 41(2), pages 280-286.
    9. Jouini, Oualid & Dallery, Yves & Aksin, Zeynep, 2009. "Queueing models for full-flexible multi-class call centers with real-time anticipated delays," International Journal of Production Economics, Elsevier, vol. 120(2), pages 389-399, August.
    10. Navid Izady & Israa Mohamed, 2021. "A Clustered Overflow Configuration of Inpatient Beds in Hospitals," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 139-154, 1-2.
    11. Auke Pot & Sandjai Bhulai & Ger Koole, 2008. "A Simple Staffing Method for Multiskill Call Centers," Manufacturing & Service Operations Management, INFORMS, vol. 10(3), pages 421-428, December.

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