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Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time

Author

Listed:
  • Benjamin Legros

    (Métis Lab EM Normandie - EM Normandie - École de Management de Normandie)

Abstract

In service systems, the service level is often represented by a percentile of the waiting time. This creates an incentive to optimize the queue discipline. For this purpose, in an M/M/s queue setting, we prove that the optimal discipline gives priority to the oldest customer who has waited less than the acceptable waiting time. Next, we derive explicitly the performance measures. Finally, we show that although this discipline may reduce staffing costs, it leads to excessive wait for non-prioritized customers.

Suggested Citation

  • Benjamin Legros, 2016. "Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time," Post-Print hal-02065945, HAL.
    • Handle: RePEc:hal:journl:hal-02065945
    DOI: 10.1016/j.orl.2016.10.011
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    Citations

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    Cited by:

    1. Legros, Benjamin, 2021. "Routing analyses for call centers with human and automated services," International Journal of Production Economics, Elsevier, vol. 240(C).
    2. Benjamin Legros, 2021. "Age-based Markovian approximation of the G/M/1 queue," Post-Print hal-03605431, HAL.
    3. Benjamin Legros & Oualid Jouini & Ger Koole, 2018. "A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments," Operations Research, INFORMS, vol. 66(1), pages 200-209, January.
    4. Benjamin Legros, 2021. "Routing analyses for call centers with human and automated services," Post-Print hal-03605426, HAL.
    5. Benjamin Legros & Sihan Ding & Rob Mei & Oualid Jouini, 2017. "Call centers with a postponed callback offer," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 39(4), pages 1097-1125, October.

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