An Optimal Server Control Model in a Retail Service Facility with Back Room Operations and Cross-trained Workers

摘要：

We study a queuing system with a variable number of servers, often found in retail service facilities having both front room and back room operations. The front room workers typically serve customers from a queue while other workers perform tasks that are less time sensitive in the back room. The workers are cross-trained and therefore can switch between the front room and back room depending on the length of the queue in the front room.We formulate two problems to optimally allocate workers to the front room and back room as the number of customers changes. Heuristics have been developed to select optimal policies for the two problems. Computational experiments have been conducted to demonstrate the effectiveness of the heuristics.

作者: Oded Berman Jiamin Wang

作者单位: Joseph L. Rotman School of Management, University of Toronto 105 St. George Street, Toronto, Ontario College of Management, Long Island University - C. W. Post Campus 720 Northern Boulevard, Brookville

会议类型: 国际会议

会议名称: 2007 International Conference on Manufacturing & Service Operations Management(2007制造与服务运作管理国际学术会议)

会议地点: 北京

会议语种:英文

在线出版日期: 2007-06-18（万方平台首次上网日期，不代表论文的发表时间）