基于排队系统的偏好差异性顾客服务策略分析

在服务商为不同偏好顾客提供差异性服务的排队系统中,其收益受到需求规模、顾客类型等因素影响,如何制定策略才能达到服务特定类型顾客并获取最大收益的目的？本文以服务时间与效果正相关的顾客密集型服务为背景,基于M/M/1模型对服务商为两种偏好顾客提供两种服务的情景进行研究,并将从偏好服务所获基准效用相对较低、较高的顾客分别定义为1类、2类顾客。结果表明,①随着潜在顾客规模的增加,最优策略所适用的3种基本策略依次为公平策略、优先服务2类顾客的策略以及仅服务2类顾客的排他性策略;②3种基本策略的适用范围仅与1类顾客的服务选择标准相关;③在优先服务某类顾客的策略中,有效到达速率及服务速度由另一类顾客的特征决定。     

面向时间敏感型顾客的服务系统速率-成本决策模型

针对一类客户资源集中、时间敏感性强、质量要求高的服务系统决策问题,建立M/M/1排队模型,分析稳定状态下顾客参与服务系统的均衡到达率、服务价格之间的关系以及服务商最优速率.结果表明:服务速率与顾客单位时间等待成本无关,而均衡到达率和服务价格均与顾客单位等待成本呈负相关;当基准服务质量达到一定水平时,企业要提高利润就要追加投资,降低顾客等待效用,提高顾客满意度.     

不同价格水平下排队策略研究

在M/M/1排队中引入了不同的服务价格,基于"收益-成本"结构,以顾客和企业均追求利益最大化为出发点,在两种不可见情形下,研究了顾客均衡策略行为和企业最优服务定价决策,通过数值模拟,描述了休假期服务价格对顾客均衡策略的影响,以及几乎不可见情况下休假期服务价格对企业收益的作用和完全不可见情况下休假期服务价格随潜在到达率的变化情况,以及当企业获得最大收益时,正常工作期和休假期服务价格的关系.     

质量保证策略下服务商的质量缺陷补偿决策分析

随着竞争的日趋激烈,越来越多的服务商采用质量保证策略作为竞争手段以吸引顾客,然而现有研究缺乏对该策略下的质量缺陷补偿问题的深入分析。鉴于此,本文系统地分析了质量保证策略下服务商的质量缺陷补偿问题:首先分析了当服务价格外生时,服务商的最优质量缺陷补偿决策;然后分别探讨在服务价格内生变化和服务供给变动的影响下,服务商的最优质量缺陷补偿;最后,通过数值分析,探寻在服务价格和服务供给的双重变动影响下,服务商的最优质量缺陷补偿。本文拓展了服务质量的研究,对于指导服务型企业如何制定质量缺陷补偿具有较强的实践启示意义。     

服务台不可靠的重试排队系统均衡分析

本文研究服务台不可靠的M/M/1常数率重试排队系统中顾客的均衡进队策略, 其中服务台在正常工作和空闲状态下以不同的速率发生故障。在该系统中, 服务台前没有等待空间, 如果到达的顾客发现服务台处于空闲状态, 该顾客可占用服务台开始服务。否则, 如果服务台处于忙碌状态, 顾客可以选择留下信息, 使得服务台在空闲时可以按顺序在重试空间中寻找之前留下信息的顾客进行服务。当服务台发生故障时, 正在被服务的顾客会发生丢失, 且系统拒绝新的顾客进入系统。根据系统提供给顾客的不同程度的信息, 研究队长可见和不可见两种信息情形下系统的稳态指标, 以及顾客基于收入-支出函数的均衡进队策略, 并建立单位时间内服务商的收益和社会福利函数。比较发现, 披露队长信息不一定能提高服务商收益和社会福利。     

服务台不可靠的重试排队系统均衡分析

本文研究服务台不可靠的M/M/1常数率重试排队系统中顾客的均衡进队策略, 其中服务台在正常工作和空闲状态下以不同的速率发生故障。在该系统中, 服务台前没有等待空间, 如果到达的顾客发现服务台处于空闲状态, 该顾客可占用服务台开始服务。否则, 如果服务台处于忙碌状态, 顾客可以选择留下信息, 使得服务台在空闲时可以按顺序在重试空间中寻找之前留下信息的顾客进行服务。当服务台发生故障时, 正在被服务的顾客会发生丢失, 且系统拒绝新的顾客进入系统。根据系统提供给顾客的不同程度的信息, 研究队长可见和不可见两种信息情形下系统的稳态指标, 以及顾客基于收入-支出函数的均衡进队策略, 并建立单位时间内服务商的收益和社会福利函数。比较发现, 披露队长信息不一定能提高服务商收益和社会福利。     

具有两类平行顾客的M/M/1重试排队系统均衡策略研究

本文研究具有两类平行顾客且服务台可靠的M/M/1重试排队系统的均衡策略.在该排队系统中,两类顾客平行到达,并服从不同参数的负指数分布.当顾客进入系统时,若观察到服务台为空,将立刻开始服务;若观察到服务台处于忙期,则进入重试空间等待重试.在完全可见和几乎可见两种情形下,基于“收益-成本”理论提出合理的效用函数并对两类平行顾客进行均衡分析.此外,建立单位时间的社会收益函数,给出最优社会效益分析.最后运用数值分析直观地表示出随着系统参数的改变,顾客行为策略的变化情况.     

碳交易规制下的制造商减排外包模式选择:定制vs订购?

研究碳交易规制下制造商减排服务外包时供应链各成员的最优决策和绩效问题,对比分析了定制和订购两种减排模式下的供应链博弈均衡和供应链成员绩效。研究发现,在碳交易规制下,定制和订购两种减排合作模式下供应链成员均存在最优决策。在定制模式下,单位产品的初始排放量和制造商的减排成本系数提高一定会降低最优产量、单位产品减排量和减排服务价格,减排服务商的减排成本系数提高会降低最优产量和单位产品减排量,但不一定会降低减排服务价格;在订购模式下单位产品初始排放量、制造商和减排服务商的成本系数对企业决策的影响不一定如此。当需求函数满足均匀分布时,无论制造商和减排服务商的减排效率如何,订购模式对减排服务商更有利,定制模式对制造商更有利,但供应链系统总利润的高低与制造商的减排成本系数有关。     

基于分类服务机制的可预约排队系统设计和服务定价研究

采取合理有效的服务机制和服务定价是确保服务型企业持续有效运行的重要方式,服务提供商设计合理的服务策略可以使得服务收益达到最优。本文以服务可预约的排队系统为研究背景,对服务提供商分类服务机制选择和服务定价策略进行研究。通过考虑由两种服务策略下顾客之间的平均等待时间的对比和顾客等待厌恶心理参数形成的全新顾客服务效用模型,给出服务提供商在不同服务机制下的最优服务策略以及顾客市场规模对其服务策略选择的影响。研究表明,当预约顾客的市场规模相对较小时,服务提供商可以采取分类服务机制,即同时服务预约顾客和未预约顾客以增加服务收益,反之亦然。此外,预约顾客等待厌恶程度能够显著增大服务提供商的服务定价。     

基于互补性服务的Geom/Geom/1排队顾客均衡策略研究

主要研究具有两种服务的Geom/Geom/1排队系统,这两种服务提供具有互补性,即顾客只有同时都接受服务才能得到收益.通过建立均衡方程来分析顾客的行为,研究了顾客的收益与花费,得到了利润最大化的服务提供者的到达概率小于社会最优到达概率,并给出了垄断情形下的顾客均衡策略,并说明垄断者的最优价格同时使社会福利达到最优.     

Optimal design of multi‐server Markovian queues with polynomial waiting and service costs

This paper is concerned with the optimal design of queueing systems. The main decisions in the design of such systems are the number of servers, the appropriate control to have on the arrival rates, and the appropriate service rate these servers should possess. In the formulation of the objective function to this problem, most publications use only linear cost rates. The linear rates, especially for the waiting cost, do not accurately reflect reality. Although there are papers involving nonlinear cost functions, no paper has ever considered using polynomial cost functions of degree higher than two. This is because simple formulas for computing the higher moments are not available in the literature. This paper is an attempt to fill this gap in the literature. Thus, the main contributions of our work are as follows: (i) the derivation of a very simple formula for the higher moments of the waiting time for the M/M/s queueing system, which requires only the knowledge of the expected waiting time; (ii) proving their convexity with respect to the design variables; and (iii) modeling and solving more realistic design problems involving general polynomial cost functions. We also focus on simultaneous optimization of the staffing level, arrival rate and service rate. Copyright © 2013 John Wiley & Sons, Ltd.     

Symmetric queues served in cyclic order

Consider a symmetrical system of n queues served in cyclic order by a single server. It is shown that the stationary number of customers in the system is distributed as the sum of three independent random variables, one being the stationary number of customers in a standard M/G/1 queue. This fact is used to establish an upper bound for the mean waiting time for the case where at most k customers are served at each queue per visit by the server. This approach is also used to rederive the mean waiting times for the cases of exhaustive service, gated service, and serve at most one customer at each queue per visit by the server.     

Optimal control of the N policy M/G/1 queueing system with server breakdowns and general startup times

This paper deals with an N policy M/G/1 queueing system with a single removable and unreliable server whose arrivals form a Poisson process. Service times, repair times, and startup times are assumed to be generally distributed. When the queue length reaches N(N ? 1), the server is immediately turned on but is temporarily unavailable to serve the waiting customers. The server needs a startup time before providing service until there are no customers in the system. We analyze various system performance measures and investigate some designated known expected cost function per unit time to determine the optimal threshold N at a minimum cost. Sensitivity analysis is also studied.     

社会互动视角下的服务型企业最优运营策略研究

本文主要研究在社会互动的影响下,服务型企业如何制定以价格、服务速率为代表的运营管理策略,从而实现利润最大化。首先,基于M/M/1排队模型对顾客购买决策过程进行建模分析,考虑单个服务型企业在实现利润最大化的目标条件下,社会互动的作用如何影响定价和服务速率决策;其次,研究在竞争市场环境中,社会互动如何影响市场均衡状态下各企业的运营决策和市场份额。结果表明,无论在垄断还是竞争的市场环境中,社会互动对服务型企业的最优运营决策均有不同程度与方向的影响。     

Models and Approximations for Call Center Design

A call center is a facility for delivering telephone service, both incoming and outgoing. This paper addresses optimal staffing of call centers, modeled as M/G/n queues whose offered traffic consists of multiple customer streams, each with an individual priority, arrival rate, service distribution and grade of service (GoS) stated in terms of equilibrium tail waiting time probabilities or mean waiting times. The paper proposes a methodology for deriving the approximate minimal number of servers that suffices to guarantee the prescribed GoS of all customer streams. The methodology is based on an analytic approximation, called the Scaling-Erlang (SE) approximation, which maps the M/G/n queue to an approximating, suitably scaled M/G/1 queue, for which waiting time statistics are available via the Pollaczek-Khintchine formula in terms of Laplace transforms. The SE approximation is then generalized to M/G/n queues with multiple types of customers and non-preemptive priorities, yielding the Priority Scaling-Erlang (PSE) approximation. A simple goal-seeking search, utilizing SE/PSE approximations, is presented for the optimal staffing level, subject to GoS constraints. The efficacy of the methodology is demonstrated by comparing the number of servers estimated via the PSE approximation to their counterparts obtained by simulation. A number of case studies confirm that the SE/PSE approximations yield optimal staffing results in excellent agreement with simulation, but at a fraction of simulation time and space.     

M/G/1/K queues withN-policy and setup times

A steady-state analysis is given for M/G/1/K queues with combinedN-policy and setup times before service periods. The queue length distributions and the mean waiting times are obtained for the exhaustive service system, the gated service system, the E-limited service system, and the G-limited service system. Numerical examples are also provided.     

The Economic Service Rate

This paper considers the problem of finding an optimal or economic service rate in queueing situations that can be modelled as birth-death processes. The costs and revenues considered are a cost for waiting, a cost for operating the server, and a revenue for each customer served. The paper derives certain optimality conditions that must be met in order that the service rate is optimal. These results are then applied to find economic service rates from graphs.     

激励机制下服务供应链的收益分享契约协调性研究

随着第四方物流、一揽子金融服务专家等综合服务提供商运作模式的兴起,服务供应链的运作优化问题备受关注.本文基于收益分享契约的交易环境,构建了一个纯服务的两级供应链结构,分析了服务供应链的激励机制和协调机制.分析得出,服务供应链为了实现效益最优化,需要综合服务提供商向专业服务供应商实施努力激励;收益分享契约下含有激励机制的服务供应链能够实现协调,而且拥有良好的利润分配柔性.